Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kimberlee Freeman

Spring,TX

Summary

Dynamic Customer Service Manager with a proven track record at Allstate Insurance Co, excelling in customer relations and conflict resolution. Skilled in utilizing CRM software to enhance support efficiency and drive customer satisfaction. Adept at training and mentoring staff, fostering a culture of continuous improvement and high service standards.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Customer Service Manager/ Sales

Allstate Insurance Co
10.2022 - Current
  • Resolved customer inquiries and provided tailored insurance solutions to enhance client satisfaction.
  • Assisted clients with policy updates, ensuring accuracy and compliance with company standards.
  • Managed claims processing by coordinating with adjusters to expedite resolutions for clients.
  • Trained new representatives on company policies, fostering an environment of continuous learning and improvement.
  • Mentored staff in best practices for conflict resolution, resulting in improved customer feedback scores.
  • Led customer service team to enhance client satisfaction and retention through targeted training initiatives.

Customer Service Representative

Allstate Insurance Co
02.2002 - 10.2022
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Assisted in training new team members on customer service protocols and system navigation.
  • Managed order processing and tracking using CRM software to ensure timely responses.
  • Collaborated with cross-functional teams to address customer feedback and enhance service delivery.
  • Developed and maintained comprehensive knowledge of products to provide accurate information to customers.
  • Implemented process improvements that reduced resolution times for customer issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • 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.
  • 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.

Customer Service Representative

Allstate Insurance Co
05.1997 - 02.2022
  • Monitored customer interactions to identify trends and recommend enhancements to service strategies.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Education

High School Diploma -

Humble High School
Humble, TX
05-1992

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Customer relations
  • Time management
  • Training and mentoring
  • Decision-making
  • Excellent time management skills
  • Cash handling
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Complaint resolution
  • Team building and leadership
  • Effective workflow management
  • Customer relationship management (CRM)
  • Conflict resolution techniques
  • Exceptional telephone etiquette
  • Relationship building
  • MS office
  • Quality assurance
  • Handling escalations
  • Issue resolution
  • Staff training
  • Schedule management
  • Deadline oriented
  • Product knowledge
  • Training and coaching
  • Customer retention
  • Conflict management
  • Staff management
  • Meticulous attention to detail
  • Staff education and training
  • Proficient in [software]
  • Policy enforcement

Certification

  • Licensed P& C also Life

Timeline

Customer Service Manager/ Sales

Allstate Insurance Co
10.2022 - Current

Customer Service Representative

Allstate Insurance Co
02.2002 - 10.2022

Customer Service Representative

Allstate Insurance Co
05.1997 - 02.2022

High School Diploma -

Humble High School

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