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
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
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
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
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
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
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