Kelli Kooi
Wauconda,IL
Summary
Dedicated and experienced Senior Customer Service Representative with over 30 years of service in the Life Insurance financial industry. Known for providing exceptional support to clients and resolving complex service issues with professionalism and care. Seeking a part-time position where strong communication, organizational skills, and a passion for helping others can contribute to team success.
Overview
37
37
years of professional experience
Work History
Senior Contact Center Representative
Allstate Financial Services, LLC
Northbrook, IL
05.1995 - 06.2025
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Updated system with order specifics and customer details, preferences, and billing information.
Contract Change Customer Service Representative
Allstate Financial Services, LLC
Northbrook, IL
03.1993 - 05.1995
- Processed change requests in collaboration with agents to ensure accuracy and efficiency.
- Provided timely updates to agents and customers regarding policy changes and reinstatements.
- Conducted follow-up calls to assess customer satisfaction with products and services.
- Answered incoming calls, addressing customer inquiries professionally.
- Informed customers about billing procedures and processed payments promptly.
Contract Change Processor
Allstate Financial Services, LLC
Deerfield, IL
03.1988 - 03.1993
- Ensured accuracy in third-party documentation prior to submission for underwriting review.
- Maintained robust relationships with internal underwriting and funding teams.
- Assisted underwriters by expediting the document review process.
- Resolved customer inquiries on policy changes or coverage issues.
Education
High School Diploma -
Wheeling High School
Wheeling, ILSkills
- Customer service
- Conflict resolution
- Billing procedures
- Data entry
- Policy processing
- Customer relationship management
- Time management
- Active listening
- Verbal communication
- Problem solving
- Effective communication
- Friendly, positive attitude
References
References available upon request.
Timeline
Senior Contact Center Representative
Allstate Financial Services, LLC
05.1995 - 06.2025
Contract Change Customer Service Representative
Allstate Financial Services, LLC
03.1993 - 05.1995
Contract Change Processor
Allstate Financial Services, LLC
03.1988 - 03.1993
High School Diploma -
Wheeling High School
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