Kandy Groover
Dothan,AL
Summary
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
24
24
years of professional experience
Work History
CSR/Account Manager/Agent
Slingsluff United Insurance
11.2001 - Current
- Oversee, manage, and evaluate a diverse portfolio of over 1000 assigned accounts to ensure growth and client satisfaction
- Serve as a liaison between clients and the company, facilitating clear communication and fostering strong relationships
- Conduct in-depth interviews to gather essential information from potential clients, assessing their unique needs and circumstances
- Deliver exceptional customer service, ensuring ongoing client satisfaction and expanding the client base
- Guide clients through processes, providing expert advice and support to help them navigate their options and optimize their experience
- Manage daily data transfers from partner companies to the agency's Applied Epic management system, ensuring accuracy and timely updates
- Processed policy updates and claims with accuracy, ensuring compliance with company guidelines.
- Trained new staff on customer service protocols and insurance products to improve team performance.
- Managed customer inquiries and resolved issues efficiently, enhancing client satisfaction.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Business Administration - BBA, Minor: Marketing
Troy University Dothan
Dothan, ALSkills
- Customer focus
- Complaint handling
- Active listening
- Critical thinking
- Conflict resolution
- Relationship building
- Payment processing
- Data entry
- Microsoft Excel
- Account updating
Timeline
CSR/Account Manager/Agent
Slingsluff United Insurance
11.2001 - Current
Bachelor of Business Administration - BBA, Minor: Marketing
Troy University Dothan
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