Kenia Arthur
West Babylon
Summary
Client-focused professional with over 20 years of experience supporting customers in insurance and banking environments. Proven ability to resolve complex service issues, manage high-volume inbound calls, and guide clients through financial decisions with accuracy and care. Strong background in account servicing, fraud support, and multi-system navigation. Motivated to build a long-term career in financial services and complete industry licensing.
Overview
21
21
years of professional experience
Work History
Consultant, Services Seguros
Progressive
West Babylon
02.2025 - Current
- Identified needs of customers promptly and efficiently.
- Handled a high volume of inbound service calls from auto policyholders regarding billing, coverage, and account changes.
- Achieved first-call resolution while maintaining strong quality results and referral metrics.
- Delivered clear, bilingual explanations in English and Spanish, improving understanding and customer confidence.
- Navigated multiple Internet systems simultaneously to complete transactions accurately and efficiently.
- Guided clients toward digital self-service tools to reduce repeat contacts, and improve the overall experience.
Teller
Fourleaf Credit Union
West Babylon
01.2024 - 02.2025
- Ensured high accuracy in processing daily deposits, withdrawals, and account maintenance requests.
- Resolved complex member issues via back-office systems while maintaining strict adherence to compliance standards.
- Assisted in fraud investigations by detailing information and explaining subsequent actions clearly.
- Consistently achieved performance goals for service quality and transaction accuracy on a daily basis.
- Delivered professional service tailored to members of diverse financial backgrounds.
- Collaborated effectively with team members, enhancing the work environment and workflow efficiency.
Senior Customer Service Representative
GEICO, Government Employees Insurance
Melville
11.2004 - 04.2023
- Assisted auto insurance and umbrella liability policyholders by managing account services, coverage questions, and policy revisions.
- Handled umbrella policies valued at up to 10 million dollars, requiring meticulous review and clear communication of details.
- Consistently exceeded benchmarks for first-call resolution, accuracy, and overall customer satisfaction ratings.
- Engaged management to resolve escalated issues efficiently while maintaining high service standards.
- Utilized strategic solutions from internal resources to navigate customer conflicts effectively.
- Selected for Performance Monitoring rotation, offering coaching feedback to peers to elevate team performance.
- Trained new staff on customer service protocols and company policies.
Education
High School Diploma -
Far Rockaway HS
Far Rockaway, NY01-1997
Skills
- Client relationship support
- Consultative conversations
- Problem-solving and resolution
- Active listening
- Clear communication
- Quality and accuracy focus
- Multi-system navigation
- Decision support
- Bilingual fluency (English, Spanish)
- Adaptability and continuous learning
- Script optimization
- Emotional intelligence and de-escalation
Timeline
Consultant, Services Seguros
Progressive
02.2025 - Current
Teller
Fourleaf Credit Union
01.2024 - 02.2025
Senior Customer Service Representative
GEICO, Government Employees Insurance
11.2004 - 04.2023
High School Diploma -
Far Rockaway HS