Jovana Atondo

The Customer Service Associate is responsible for Administering Life Insurance and Income Protection schemes. Responding to broker and client inquiries via email. Primary responsibility will be receiving incoming calls from customers. Updating systems to maintain accurate client data. Collaborating with internal teams to support customer needs. Managing cases to minimize business risks. Ensuring high-quality service delivery with every interaction. Success in this role requires customer service or administrative experience & strong communication skills. The Customer Service Associate is responsible for Administering Life Insurance and Income Protection schemes supporting ambitious growth and sales targets. You’ll collaborate closely with external clients, sales, underwriting and all operational departments in an environment where every contribution is respected, and every perspective is heard.

• Managed front desk operations during busy periods, effectively prioritizing tasks without sacrificing attention to detail or customer care quality.
• Maintained open lines of communication between Customer Care and other departments, fostering a collaborative environment that expedited issue resolution.
• Provided excellent customer care by clearly communicating repair needs, timelines, and anticipated costs during consultations.
• Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
• Insurance Industry Certifications (CII)
• Previous Group Risk Insurance experience

Daily attributes consist interacting directly with AT&T customers to answer service-related questions, recommend personalized solutions, and ensure satisfaction with their plan or products. Providing expert guidance on AT&T's largest offerings promotions, and service packages. Trouble shooting and resolve customer concerns with clarity, professionalism, and efficiency. Participating in daily team briefings and ongoing training sessions to stay informed on updates and client expectations. Collaborate with teammates to meet individual and team based service and performance goals. Maintain full compliance with all AT&T standards, safety protocols, and customer service procedures.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Ability to build rapport quickly and tailor solutions to customer needs
• providing them with product insights, resolving inquiries, and ensuring a seamless customer experience from start to finish.
• Maintained up-to-date knowledge of product and service changes.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.