Heather Schwing
L&T Agency Group
Houma,LA
1
Certification
22
years of professional experience
Results-driven Customer Service Leader experienced in enhancing team performance and resolving customer issues. Achieved improved efficiency through strategic planning and process enhancements. Committed to leveraging skills and dedication to drive company growth in a remote agency setting.
Work History
Customer Service Manager
1 Year 1 Month- Led team of customer service representatives to enhance service quality and support
- Gathered and analyzed data on call volume, retention, and upselling to inform strategy
- Resolved escalated customer calls to ensure satisfaction and maintain loyalty
- Hosting weekly coaching sessions for individuals to help provide data, mentorship and to guide their success
- Gathering and analyzing data including but not limited to call volume retention and upselling
- Facilitated training sessions to ensure new hires acquired necessary skills and knowledge for their roles
Customer Service Manager
10 Months- Conducted training sessions for new hires on Allstate policies and procedures.
- Facilitated weekly team meetings to discuss project updates and strategies
- Service duties include responding to inquiries regarding insurance availability, coverages, policy endorsements, claim submissions and billing clarification
- Conducting weekly meetings
- Facilitated completion of training webinars and license maintenance for the service/sales team.
- Maintaining daily reports
Customer Service Representative
3 Years 2 Months- Establishing customer relationships and providing prompt and friendly customer service
- Responded to inquiries regarding insurance availability, coverages, policy endorsements, claims submissions, and billing clarification to enhance customer understanding
- Sales duties include providing policy reviews in order to efficiently meet the needs of customers while promoting cross sales to ensure agency growth
- Reached out to customers to address outstanding payment issues
- Completed deposits for daily sales transactions
Front Office Manager
2 Years 9 Months- Managed accounts payable and receivable to ensure timely financial transactions
- Processed daily bank deposits
- Contacted clients to collect outstanding account balances
- Processing insurance claims
- Daily/monthly office reports
- Developed treatment plans and financial options packages to assist patients in understanding costs
Sales and Service Representative
8 Years 8 Months- Insurance sales
- Managed insurance policies by ensuring compliance and accuracy, enhancing customer satisfaction.
- Developed and implemented marketing strategies to promote products.
- Processed claims submissions efficiently, facilitating timely resolution for clients.
- Managed deposits to ensure accurate financial records.
- Financial needs analysis
- Processing payments
- Past due notices
- Facilitated loan processing by reviewing applications and documentation.
- Performed home inspections to identify potential issues and ensure safety.
Education
High School Diploma
Graduated 1988
Associate of Arts Degree
Skills
Customer relationship management (CRM)
Training and coaching
Complaint resolution
Microsoft office
Quickbooks
Zoom
Performology
Avaya
Dispute resolution
Time doctor
SMTP
Certification
Louisiana-Property/Casualty and Life/Health, Illinois-Property/Casualty, Indiana- Property/Casualty, Wisconsin-Property/Casualty
Timeline
Customer Service Manager
L&T Agency Group
2025.01 - 2026.02Read More
Customer Service Manager
Benjamin Daigenault Insurance Agency
2024.03 - 2025.01Read More
Customer Service Representative
Brian Mustin Insurance Agency
2021.01 - 2024.03Read More
Front Office Manager
Sheard A. Ber DDS
2013.09 - 2016.06Read More
Sales and Service Representative
Rene Carreker State Farm Insurance
2004.08 - 2013.04Read More
Wade’s Design College
Associate of Arts Degree
Read More
South Terrebonne High School
High School Diploma
Read More