Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelli Streit

New Castle,PA

Summary

Dynamic and empathetic, I excelled at Liberty Mutual Group by leveraging my problem-solving abilities and comprehensive knowledge in information security to enhance customer satisfaction and streamline service delivery. Recognized for outstanding customer service and technical support skills, I consistently exceeded performance metrics, fostering strong client relationships and contributing to team productivity improvements. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Liberty Mutual Group
02.2005 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided primary customer support to internal and external customers.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.

Education

Bachelor of Science - Cybersecurity - Governance

Slippery Rock University of Pennsylvania
Slippery Rock, PA
05.2025

Bachelor of Science - Business Administration And Management

Slippery Rock University of Pennsylvania
Slippery Rock, PA
08.1999

Skills

Customer Service

Problem-solving abilities

Active Listening

Critical Thinking

Call center experience

Computer Proficiency

Conflict Resolution

Customer Relations

Problem Resolution

Complaint Handling

Complaint resolution

Customer satisfaction measurement

Microsoft Outlook

Product Knowledge

Microsoft Office Suite

Microsoft PowerPoint

De-Escalation Techniques

Building rapport

Technical Support

Vulnerability Assessment

Phishing Awareness Training

Multi-Factor Authentication

Identity and Access Management

Social Engineering Defense

Encryption Technologies

Information Security Policies

Mobile Device Security

Physical Security

Data Privacy Regulations

Zero Trust Architecture

Internet of Things Security

Risk Assessment

Data Security

Information Governance

Security Needs Assessment

Timeline

Customer Service Representative

Liberty Mutual Group
02.2005 - Current

Bachelor of Science - Cybersecurity - Governance

Slippery Rock University of Pennsylvania

Bachelor of Science - Business Administration And Management

Slippery Rock University of Pennsylvania

Similar Profiles

CREATE PROFILE
Kelli Streit