Keely Kane
Woodstock,IL
Summary
- Hardworking along with effectively understands documents, resolves customer concerns, and drives satisfaction while working to help meet demanding SLAs.
- Well-versed in company's standards and best practices.
- Solid team player with upbeat, positive attitude, and proven skill in establishing rapport with clients.
- Motivated to maintain customer satisfaction and contribute to company success.
- Articulate, enthusiastic, and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing business.
- Focused on maintaining high levels of accuracy as well as achieving customer service and SLAs.
- 15+ years of experience assisting clients using active listening to offer targeted solutions.
- Consistently friendly and professional when handling customer needs in high-volume along with fast-paced environments while smoothly managing workflow.
- Diligent and strong aptitude for working with little supervision in remote environments.
- Competent in listening to client needs and meeting quality standards.
- Highly empathetic and adaptable to addressing diverse customer situations.
- Proven history of building trust with clients to promote satisfaction, resolve concerns, and maintain long-term loyalty.
Overview
15
15
years of professional experience
Work History
Specialist II Case Management
Protective Life Insurance Company
Birmingham, AL
06.2021 - Current
- Perform initial and ongoing review of applications submitted.
- Obtain required documents and update appropriate systems.
- Provide status within required time frames.
- Multi-task and perform under tight deadlines.
- Work very closely with underwriters, vendors, and customers on aging cases to ensure completion within time standards.
- Establish, maintain, and manage relationships with internal and external distributors along with customers by providing timely response to inquiries, concerns, and requests via email or phone.
- Support team initiatives and provide back up for team members during peak influx times and periods of PTO.
- Problem solve and research with a sense of urgency to meet expectations.
- Utilize programs including Excel, Outlook, OneNote, Underwriter Worksheet, Gemini, Gemini Application Entry, Teams, Word, Policy Tracker One, AppEnhancer, Alchemy, and many more.
Telelife Customer Service Associate I
Protective Life Insurance Company
Elgin, IL
08.2017 - 06.2021
- Capability to move fluidly and adapt through variations within the process.
- Talent to have difficult conversations regarding health as it relates to life insurance guidelines.
- Strong detail orientation to support the automated underwriting solution outcomes.
- Expertise to read complex vocabulary proficiently and deliver scripts in a conversational manner in order to comply with state along with company regulations.
- Accountable for results. Fully utilizes resources and judgment to act independently confident.
- Identified and resolved client needs with proper probing skills, overcoming objections, and advocacy.
- Engaged customers utilizing strong listening skills to obtain and document personal, lifestyle, or medical information accurately while connecting personally.
- Utilized technology to assist clients with searches for doctors, hospitals, and clinics.
- Accessed, input, and retrieved information through various network systems which requires the ability to use multiple systems while multitasking simultaneously.
- Delivered a positive phone presence and customer experience. Ability to alleviate client fears about sharing personal details regarding financial, lifestyle, and health information.
- Demonstrated excellent verbal and written communication skills necessary to obtain information relative to life insurance applications.
Front Desk Coordinator
Wild Hare Salon
Marengo, IL
01.2017 - 08.2017
- Customer service and direct guest contact. Greeted visitors, handled their inquiries, and scheduled or confirmed appointments.
- Operated office equipment such as copiers or phone systems. Answered telephones and gave information to callers, took messages, screened, or transferred calls to appropriate individuals according to their needs.
- Maintained inventory control with stock at hand along with ordered and dispensed supplies.
- Created, managed, and entered information into Microsoft Excel database.
- Learned to operate new office technologies as they were developed and implemented. Provided training and orientation to new front desk personnel.
- Prepared event materials such as flyers or invitations. Mailed newsletters, promotional material, and other information.
Kid's Club Attendant/Extended Time Care Counselor
Huntley Park District
Huntley, IL
05.2014 - 08.2017
- Established supportive and welcoming environments for children of all backgrounds.
- Kept facilities neat, clean, and safe with regular attention to upkeep needs.
- Implemented and oversaw activities centered on promoting learning.
- Managed administrative program tasks such as taking attendance, updating logs, and tracking supplies.
- Routinely interacted with parents and guardians.
- CPR/First Aid/AED Certified.
- Made copies of correspondence or other printed material.
Assistant to the Owner
It's All About You Hair Salon
Arlington Heights, IL
11.2010 - 11.2016
- Sanitized all tools, followed all safety standards, and kept salon clean along with safe.
- Kept notes listing preferences and services provided to clients for quick reference.
- Answered phones, scheduled or confirmed appointments, and processed payments.
- Assessed inventory levels to keep salon well-stocked.
- Shampooed, conditioned, and rinsed customers' hair.
- Welcomed and addressed guests daily.
Education
High School Diploma -
Marengo Community High School
Marengo, IL05.2010
Skills
- Engages with work through issue identification, escalation, and acts on client feedback
- Continuously seeking improvement opportunities
- Genuine interest in putting client first by delivering a distinctive experience and simple solutions
- Skilled at keeping conversations on track and redirecting customer focus
- Ability to work within multiple programs simultaneously while carrying on conversation
- Understanding the complexities of insurance products and procedures to effectively answer questions
- Excellent customer service expertise
- Capacity to work independently
- Talent for collaborating with others when it comes to the unexpected
- Superb verbal communication, written skills, positive attitude, pleasant demeanor, decisiveness, detail orientation, active listening, active learning, clerical, phone etiquette, and professionalism
Timeline
Specialist II Case Management
Protective Life Insurance Company
06.2021 - Current
Telelife Customer Service Associate I
Protective Life Insurance Company
08.2017 - 06.2021
Front Desk Coordinator
Wild Hare Salon
01.2017 - 08.2017
Kid's Club Attendant/Extended Time Care Counselor
Huntley Park District
05.2014 - 08.2017
Assistant to the Owner
It's All About You Hair Salon
11.2010 - 11.2016
High School Diploma -
Marengo Community High School
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