Kimberly Howell
Brandon,MS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
1
1
Certification
Work History
CSR II Poilcy Services
MS Farm Bureau Insurance Company
6311 Ridgewood Road Jackson, MS 39211
07.2000 - 08.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Answered average of 40-60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Resolved premium change issues over phone with state-wide customers including agents daily.
- Effectively communicated with customers about account changes, new discounts to products or services and potential changes made to policies.
- Assessed caller accounts to determine membership and policy benefits, identify service needs and resolve issues.
- Processed 40-60 invoices each day and mailed documentation to clients.
Education
Associate of Science - MicroComputer Accounting Degree
Draughon's Business Colege
Jackson, MS05.1992
High School Diploma -
Pearl High School
Pearl, MS05.1990
Skills
- Call Documentation
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Refund Processing
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Report Preparation
- Credit Card Payment Processing
- Team-Oriented and Cooperative
- Excellent Attention to Detail
- Solving Customer Concerns
- Answering Emails
- Membership Inquiries and Renewals
- Billing Adjustments and Refunds
- Online Chat
- Answering Phones
- Invoice Processing
- Data Entry
- Understanding Customer Needs
- Issue and Complaint Resolution
Certification
- Licensed Insurance Agent State of MS - Property, Casualty
Timeline
CSR II Poilcy Services
MS Farm Bureau Insurance Company
07.2000 - 08.2022
Associate of Science - MicroComputer Accounting Degree
Draughon's Business Colege
High School Diploma -
Pearl High School