Jessica Ho
Rosenberg,TX
Summary
At Tammy Pham State Farm, I excelled in managing high call volumes with empathy and professionalism, enhancing customer satisfaction significantly. My adeptness in documentation and complaint handling, coupled with a strong foundation in policy understanding and customer service, led to improved efficiency and client retention. Skilled in Microsoft Office and adaptability, I always try call time and sales targets.
Overview
1
1
year of professional experience
Work History
Insurance Customer Service.
Tammy Pham State Farm
Houston, TX
10.2022 - 03.2024
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Assisted customers with completing insurance documents to avoid missed information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Set up customer payment plans to cover annual policies and renewals.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- + Remind customers to pay.
- Get customer information so staff can sell and quote insurance for customers.
- Collect money from customers paying in cash.
- Support customers with installation discount Driver Safe & Save.
- Complete begin of day in systerm everyday.
- Advise on selling additional products such as Life, Credit US Bank so that customers can receive car insurance discount.
- Explain to customers why insurance prices increase or decrease.
- Answer incoming calls to resolve customer inquiries and feedback.
- Call customers to wish them happy birthdays and sell more products.
- Call customers who have canceled to inquire and sell more products.
- Send messages to remind customers to pay insurance bills.
- Type or edit your work history here
Education
College - Hotel & Restaurand Management
Ton Duc Thang University
Viet Nam Skills
Organization
Complaint Handling
Policy understanding
Client Education
Customer Service
Active Listening
Records Management
Documentation skills
Data Entry
Microsoft Office
Teamwork and Collaboration
Insurance Claim Forms Review
Paperwork Processing
Claims Processing
Recordkeeping Organization
New Policies Processing
Claims adjustment
Payment and Investigation Escalations
Financial Transactions
Documentation processing
Small Claims Payouts
Billing Software
Adaptability and Flexibility
Timeline
Insurance Customer Service.
Tammy Pham State Farm
10.2022 - 03.2024
College - Hotel & Restaurand Management
Ton Duc Thang University