Julia Kreinest
West Springfield,MA
Summary
Accomplished in customer servoce and fostering team collaboration, I enhanced client satisfaction and retention at MAPFRFE Insurance and MassMutual through expert policy interpretation and empathetic customer service.
Demonstrated proficiency in insurance regulations and problem-solving, significantly improving claims process efficiency. Maintained Series 6 FINRA license, underscoring a commitment to professional development and industry standards.
Proven track record of maintaining high client satisfaction through excellent customer service and effective communication.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
16
16
years of professional experience
Work History
Physical Damage Auto Claims Adjuster II
MAPFRE Insurance
REMOTE, USA
11.2021 - Current
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
401K ACCOUNT MANAGER
MassMutual
Enfield, CT
10.2016 - 12.2018
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
RETIREMENT SERVICES CUSTOMER SERVICE REPRESENTATIV
MassMutual
Enfield, CT
03.2014 - 09.2016
- 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.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
VARIABLE ANNUITY CUSTOMER SERVICE REPRESENTATIVE
Voya Financial
EAST WINDSOR, CT
09.2012 - 03.2014
- Interpreted customer, product and shipment information.
- Handled complaints competently by listening, asking questions to clarify requests and relating empathetically.
- Resolved customers' questions by answering inbound calls, emails and texts.
- Expedited claim processing for improved turnaround time, ensuring timely payments to policyholders.
- Provided comprehensive information on annuity products and features, enabling informed decision-making by clients.
- Maintained Series 6 and Series 63 FINRA certifications.
FIXED AND VARIABLE ANNUITY CUSTOMER SERVICE
MassMutual
Enfield, CT
07.2008 - 03.2011
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Maintained Series 6 FINRA license/registration.
- Assisted with New Hire peer training and mock calls.
- Assisted manager by conducting team meetings for peers on my team.
- Excellent communication skills, both verbal and written.
Education
J.D. - Law
Western New England University School of Law
Springfield, MA02-1996
Bachelor of Arts - English
Western New England University
Springfield, MA05-1990
Skills
- Claims handling
- Policy interpretation
- Claims investigation
- Insurance regulations knowledge
- Problem-solving
- Attention to detail
- Multitasking
- Team collaboration
- Effective communication
Timeline
Physical Damage Auto Claims Adjuster II
MAPFRE Insurance
11.2021 - Current
401K ACCOUNT MANAGER
MassMutual
10.2016 - 12.2018
RETIREMENT SERVICES CUSTOMER SERVICE REPRESENTATIV
MassMutual
03.2014 - 09.2016
VARIABLE ANNUITY CUSTOMER SERVICE REPRESENTATIVE
Voya Financial
09.2012 - 03.2014
FIXED AND VARIABLE ANNUITY CUSTOMER SERVICE
MassMutual
07.2008 - 03.2011
J.D. - Law
Western New England University School of Law
Bachelor of Arts - English
Western New England University