Kassie Wesley
Riverdale,UT
Summary
Effective Customer Service Representative with 17 years of experience assisting customers, using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs.
Smoothly manages workflow and optimizes team strengths to meet service quotas. Dedicated employee known for punctuality, pursuing employment options where good customer service and a positive attitude will make a difference.
Highly organized, proactive and punctual with team-oriented mentality. Dedicated professional with experience in popular systems and software. Friendly employee with strong customer service and issue resolution skills. Diverse knowledge in insurance, ranging from the trucking industry, commercial liability to property and casualty, and life and health.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Prime Insurance Company
Sandy, Utah
08.2021 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries via phone, email, and chat.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Vetted incoming binding documents for submissions to ensure all information was correct and matched the desired quote to bind.
- Obtained payments for binders and processed them for each account.
- Reviewed coverages and educated insureds on what their policy covered.
- Ran reports for animal liability policies issued online and sent out certificates of insurance to each customer.
- Maintained very organized files to build policies and make sure they were issued correctly.
Customer Service Representative
American Family Insurance
Layton, Utah
06.2019 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
Procedure Scheduler/Receptionist
Utah Spine Care
Ogden, Utah
05.2008 - 06.2019
- Pulled patient charts for upcoming appointments.
- Assisted patients in filling out pre-appointment paperwork.
- Gathered personal and insurance information from each patient.
- Processed payments and updated accounts to reflect balance changes.
- Completed registrations for laboratory work, surgical procedures and radiology.
- Coordinated office schedules for new patients, diagnostic assessments and procedures.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
Education
High School Diploma -
Clearfield High School
Clearfield, UT06.2006
Skills
- Schedule mastery
- Customer relations
- Technologically savvy
- Organizational skills
- Decision-making
- People skills
- Microsoft Office
- Communication
- Friendly, positive attitude
- Multitasking
- Problem resolution
- Relationship building
Accomplishments
Passed Property and Casualty Exam on the first attempt.
Passed Life and Health exam on the first attempt.
Certification
- Licensed in Property and Casualty - 2019
- Licensed in Life and Health - 2020
- Licensed in Massage Therapy - 2012
Timeline
Customer Service Representative
Prime Insurance Company
08.2021 - Current
Customer Service Representative
American Family Insurance
06.2019 - Current
Procedure Scheduler/Receptionist
Utah Spine Care
05.2008 - 06.2019
High School Diploma -
Clearfield High School
- Licensed in Property and Casualty - 2019
- Licensed in Life and Health - 2020
- Licensed in Massage Therapy - 2012
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