Katie Reese
Cincinnati,OH
Summary
Dependable and courteous customer service representative with over 10 years of experience offering excellent administrative, customer service, analytical skills and financial management abilities. Trained in hospitality operations and regulations with demonstrated history of fostering guest satisfaction. Organized and flexible with proven performance in fast-paced, high-stress environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Caldwell Family Wellness
Blue Ash, Ohio
10.2020 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Updated customer information in databases regularly to ensure accuracy of records.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Explained policies and procedures to visitors.
- Completed basic bookkeeping and document filing.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Responded to inquiries and room requests made online, by phone and via email.
- Drafted professional business documents, spreadsheets and correspondence.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
Customer Service Representative /Insurance Verification Specialist
Pediatrics Products
Cincinnati, OH
08.2022 - 01.2024
- Developed strategies to improve customer service processes.
- Maintained records of customer interactions, transactions, comments and complaints.
- Assisted customers with troubleshooting technical issues related to products or services.
- Remained knowledgeable about current industry trends, products, services, pricing structures, promotions.
- Resolved customer complaints efficiently and effectively.
- Followed up with customers after each interaction to ensure their needs were met.
- Offered solutions for improving the customer experience when applicable.
- Encouraged repeat business by providing excellent customer care at all times.
- Processed orders and returns accurately and promptly.
- Collaborated with cross-functional teams to ensure seamless delivery of services.
- Communicated changes in policy or procedures clearly to customers.
- Managed escalated situations calmly and professionally.
- Recommended process improvements for increased efficiency.
- Answered customer inquiries via phone, email and chat in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Made outbound calls to obtain account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Insurance Sales Representative
American Income Life Insurance Company
Cincinnati, OH
01.2022 - 10.2022
- Generated new business through cold-calling, networking, referrals, and other lead sources.
- Responded promptly to inquiries from prospective customers via phone or email.
- Educated clients on the benefits of various insurance policies.
- Assisted customers in completing paperwork associated with policy changes or renewals.
- Followed up with clients to ensure satisfaction with their policies and services provided.
- Followed up with customers to check on changing needs and propose new offerings.
- Conducted needs analysis for customers to determine appropriate insurance coverage.
- Reached out to potential clients to schedule appointments.
- Created customized presentations tailored to individual client needs.
- Ensured compliance with all applicable laws governing the sale of insurance products.
- Identified cross-selling opportunities within existing customer accounts.
- Negotiated with potential customers to close deals in a timely manner.
- Increased revenue by applying in-depth policy knowledge and persuasive communication skills to complete sales.
- Researched and evaluated competitor products and services.
- Attended industry seminars and conferences to stay abreast of developments in the insurance field.
- Exceeded company sales goals for new policies.
- Offered policy guidance and management to promote asset protection.
- Pursued continued professional development through insurance workshops, course and webinars.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Upsold products to policyholders and potential new clients.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Sought out new clients and developed clientele by networking to find new customers.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Interviewed prospective clients to obtain data about financial resources and needs.
Customer Service Representative
The Cincinnati Insurance Company
Fairfield, OH
09.2018 - 01.2020
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Increased customer satisfaction ratings 10% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Supported sales team members to drive growth and development.
- Promoted available products and services to customers during service, account management and order calls.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Some College (No Degree) - Nursing Assistance
Cincinnati State Technical And Community College
Cincinnati, OH01-1997
Some College (No Degree) - Life , Accident And Health Insurance Major Lines
AB Banker & Company
Overland Park, KSSkills
- Skilled in MS Word, MS Excel and MS Power Point
- Administrative Skills
- Front Office Management
- Problem-Solving Skills
- Analytical Mastery
Certification
- Ohio Life, Accident and Health Insurance major lines
References
References available upon request.
Timeline
Customer Service Representative /Insurance Verification Specialist
Pediatrics Products
08.2022 - 01.2024
Insurance Sales Representative
American Income Life Insurance Company
01.2022 - 10.2022
Front Desk Receptionist
Caldwell Family Wellness
10.2020 - Current
Customer Service Representative
The Cincinnati Insurance Company
09.2018 - 01.2020
Some College (No Degree) - Nursing Assistance
Cincinnati State Technical And Community College
Some College (No Degree) - Life , Accident And Health Insurance Major Lines
AB Banker & Company
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