Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

HEATHER CRISWELL

Catlettsburg

Summary

Experienced with managing front desk activities and maintaining welcoming atmosphere for clients. Utilizes strong organizational skills and attention to detail to streamline office operations. Knowledge of effective communication techniques and customer service principles to enhance visitor experiences.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Receptionist

Morning Pointe Assisted Living
07.2025 - Current
  • Greeted incoming visitors and residents professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Provided meal and drink service, including cleanup, for all residents during lunch and dinner.
  • Coordinated and led daily recreational and therapeutic activities for residents to enhance social engagement and overall well-being.
  • Highlighting service and safety: Daily menus are distributed, and building entrances are secured to ensure the safety and well-being of all residents.

Licensed Insurance Agent

United Security Agency
08.2018 - 07.2022
  • Highly dedicated and client-focused insurance professional with extensive experience managing the complete policy lifecycle, from initial quoting and underwriting support to claims resolution. Consistently served as the main point of contact for a diverse portfolio of clients, ensuring high customer retention rates. Proven ability to support sales teams by double-checking work, correcting errors, and meticulously processing policy details using the Applied/Epic/Cloud system to guarantee accuracy and efficiency.
  • Handled cash deposits, including processing payments in the system, preparing deposit slips, and taking funds to the bank. Also managed company-specific disbursements from those deposits.
  • Drove $30,000 in new policy sales in a three-month period by managing online leads.
  • Maintained organized records by processing all incoming and outgoing mail and scanning documents into the un-routed attachments queue.
  • Provided exceptional in-person customer service, addressing client needs and ensuring a positive experience for all visitors.
  • Assisted and consulted with customers to determine their needs and address inquiries, enhancing the client-service relationship.
  • Enhanced industry knowledge by attending regular meetings and training sessions to stay current on insurance industry developments.
  • Maintained licensing by completing required annual continuing education and staying current on all industry regulations.
  • Pursued professional growth with a plan to obtain a life license and the Certified Insurance Service Representative (CISR) designation.
  • Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Calculated premiums and established payment method.
  • Performed administrative tasks, such as maintaining records and handling policy renewals.
  • Submitted binders to obtain coverage.
  • Selected company by type of coverage requested by client to underwrite policy.
  • Attended meetings, seminars and programs to learn about new products and services, learn new skills and receive technical assistance in developing new accounts.
  • Obtained and provided information when claims were made on policy.
  • Monitored insurance claims to ensure were settled equitably for both client and insurer.
  • Inspected property general condition, type of construction, age and other characteristics, to assess insurance risk.
  • Customized insurance programs to suit individual customers, often covered variety of risks.

Office Manager

Office Furniture USA
09.2008 - 11.2017
  • Managed and mentored a team of 4-12 employees, delegating workloads and conducting performance evaluations to ensure daily office function.
  • Served as the primary point of contact for diverse clients, building lasting relationships that led to trusted, direct communication for order fulfillment.
  • Directed all administrative operations, including payroll processing, new-hire onboarding, disciplinary paperwork, and inter-office support across multiple locations.
  • Streamlined financial processes by managing accounts payable, handling payment posting and invoice crediting, identifying billing discrepancies, and collecting on overdue accounts.
  • Coordinated daily warehouse workflow by laying out production runs and ensuring efficient task execution.
  • Maintained a professional showroom and retail space, assisting customers and managing orders according to owner specifications. Created and reviewed schedules, maintaining staffing levels to meet service goals.
  • Fostered relationships with vendors to expedite orders, repairs and maintenance.
  • Collaborated with IT department to order and maintain computer technology.
  • Leveraged multi-line phone system to answer and transfer calls to staff members.
  • Managed office flow by providing direct support to visitors.
  • Delivered quality customer service to staff and customers.
  • Acted as point person for office equipment setup and end-user training and support.

Assistant Store Manager

SUBWAY®Restaurants
04.2008 - 09.2008
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.

Customer Service Representative

AT&T
06.2005 - 12.2007
  • 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.

Education

Bachelor Of Business Admin. - Human Resources Management Candidate

Strayer University
Washington, DC
01.2025

High School Diploma - undefined

Boyd County High School
Ashland, KY
06.2001

Skills

  • Policy Feature Explanations
  • Insurance Coverage Verification
  • Annual Reviews
  • Quote Information
  • Insurance Industry Knowledge
  • Policyholder Communication
  • Policy Adjustment Knowledge
  • Insurance Policy Sales
  • Binder Coverage
  • Underwriter Collaboration
  • Policy Renewals
  • Insurance Customization
  • Upselling Products and Services
  • Quotes and Sales
  • Customer Service and Assistance
  • Mortgage Underwriting
  • Continuous Education
  • Financial Due Diligence
  • Customer Billing
  • Premium Collection
  • Billing Inquiries
  • Customer Follow-Up
  • Licensing Requirements
  • Inbound Customer Calls
  • Credit and Debt Card Processing
  • Team Meetings
  • Performance Feedback
  • Insurance Claim Regulations
  • Customer Complaint Resolution
  • Upselling

Certification

Licensed in P&C

Timeline

Receptionist

Morning Pointe Assisted Living
07.2025 - Current

Licensed Insurance Agent

United Security Agency
08.2018 - 07.2022

Office Manager

Office Furniture USA
09.2008 - 11.2017

Assistant Store Manager

SUBWAY®Restaurants
04.2008 - 09.2008

Customer Service Representative

AT&T
06.2005 - 12.2007

High School Diploma - undefined

Boyd County High School

Bachelor Of Business Admin. - Human Resources Management Candidate

Strayer University

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