Kimberly Mahler
Alvarado,TX
Summary
Insurance professional with comprehensive understanding of insurance policies and risk management. Proven track record of effectively managing client relationships and resolving claims. Strong focus on team collaboration and adaptability, ensuring reliable and results-driven performance.
Experienced with insurance policy analysis, risk assessment, and client management. Utilizes analytical skills to evaluate and mitigate risks, ensuring policy compliance and client satisfaction. Track record of effective communication and problem-solving in diverse situations.
Overview
17
17
years of professional experience
Work History
Insurance Specialist
Summers Group
02.2020 - Current
- Processed insurance claims efficiently to ensure timely customer service.
- Evaluated policyholder information to determine coverage eligibility and benefits.
- Assisted clients with inquiries regarding policy details and claims procedures.
- Maintained accurate records in insurance management systems for compliance purposes.
- Collaborated with underwriting teams to streamline application processing workflows.
Tax Specialist
H & R Block Tax Services
01.2009 - 04.2015
- Prepared tax returns for individual clients, ensuring compliance with federal and state regulations.
- Assisted clients in understanding tax obligations and available deductions to optimize returns.
- Conducted thorough reviews of financial documents to ensure accuracy and completeness of information.
- Maintained up-to-date knowledge of tax laws and regulations to provide informed advice to clients.
- Developed tailored strategies for complex tax situations, improving client satisfaction and retention rates.
- Maintained thorough and current understanding of applicable tax laws.
- Worked with individuals, trusts and companies to manage tax compliance and reporting needs.
Call Center Representative
Arise
05.2016 - Current
- Facilitated effective communication between customers and service teams to resolve inquiries.
- Utilized CRM systems to document customer interactions and track issue resolutions.
- Provided exceptional customer service by actively listening and addressing concerns promptly.
- Adapted quickly to product updates, ensuring accurate information was relayed to customers.
- Collaborated with team members to share best practices for enhancing customer satisfaction.
- Monitored call metrics, identifying trends to recommend process improvements for efficiency.
- Developed rapport with customers, fostering trust and encouraging loyalty through personalized service.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Education
Associate of Science - Business Administration
Odessa College
Odessa, TX05-1997
Skills
- Documentation skills
- Policy analysis
- Account management
- Regulatory compliance
- Reporting skills
- Negotiation
- Documentation
- Claims management
- Underwriting expertise
- Customer service
- Client relations
- Client needs analysis
- Health insurance
- Client retention
- Policy writing
Timeline
Insurance Specialist
Summers Group
02.2020 - Current
Call Center Representative
Arise
05.2016 - Current
Tax Specialist
H & R Block Tax Services
01.2009 - 04.2015
Associate of Science - Business Administration
Odessa College