Juanita McFadden
2311/2 Baker Road,SC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Assurant Specialty Property
2018.06 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Insurance Specialist
Safe Auto Insurance Company
2008.09 - 2013.03
- Maintained high standards of customer service by building relationships with clients.
- Processed eligibility and benefits verification and authorization requests.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Followed up on denials, late payments, extensions and other special circumstances.
- Researched and resolved routine and complex issues.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Obtained underwriting approval by completing application for coverage.
Education
High School Diploma -
Lakecity High School
Lake City, SCAssociate of Science - Criminal Justice
Florence Darlington Technical College
Florence,SC05.2017
Skills
- Call Controlling
- Customer Support
- Good Listening Skills
- Information Updates
- Written and Oral Communications
- Call Center Operations
- Customer Inquiries
- Customer Correspondence
- Policy and Procedure Adherence
- Corporate Policies and Procedures
- Complaint Resolution
- Goals and Performance
Timeline
Customer Service Representative
Assurant Specialty Property
2018.06 - Current
Insurance Specialist
Safe Auto Insurance Company
2008.09 - 2013.03
High School Diploma -
Lakecity High School
Associate of Science - Criminal Justice
Florence Darlington Technical College
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