Heather Battaglia
Thonotosassa,FL
Overview
10
10
years of professional experience
Work History
Insurance Representative
Liberty Mutual
11.2018 - 11.2020
- Evaluated client insurance needs to recommend appropriate coverage solutions.
- Processed policy applications efficiently, ensuring accuracy and compliance with company standards.
- Educated clients on policy terms, benefits, and claims processes to enhance understanding and satisfaction.
- Assisted in resolving customer inquiries and claims issues, fostering a positive client experience.
- Collaborated with underwriters to assess risks and determine suitable coverage options for clients.
- Maintained up-to-date knowledge of industry regulations and product offerings to provide informed advice.
- Contributed to team initiatives aimed at improving customer service practices and operational efficiency.
- Developed strong relationships with clients through effective communication and personalized service strategies.
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Performed policy renewal and record retention.
- Responded to customer calls swiftly to resolve issues and answer questions.
Customer Service Representative
UPS
Tampa, FL
10.2010 - 10.2017
- Resolved customer inquiries efficiently, ensuring high-quality service and satisfaction.
- Processed shipping requests accurately using UPS tracking systems to maintain shipment integrity.
- Assisted in training new representatives on company policies and procedures for improved service delivery.
- Managed customer complaints by providing timely solutions, enhancing overall customer experience.
- Collaborated with team members to streamline order processing, increasing operational efficiency.
- Maintained up-to-date knowledge of UPS services and promotions to better assist customers.
- Documented customer interactions meticulously, supporting follow-up actions and service improvements.
- Adapted communication style to fit diverse customer needs, fostering positive relationships and trust.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Associate Of Applied Arts - Liberal Arts
Hillsborough Community College
Tampa, FL05.2008
Skills
- Quotes and sales
- Customer follow-up
- Client needs analysis
- Goal-oriented mindset
- Data entry
- Resilience under pressure
- Auto insurance
- Policy renewals
- Policy analysis
- Account management
- Property insurance
- Insurance terminology
- Customer service
- Licensed insurance agent
Timeline
Insurance Representative
Liberty Mutual
11.2018 - 11.2020
Customer Service Representative
UPS
10.2010 - 10.2017
Associate Of Applied Arts - Liberal Arts
Hillsborough Community College