Summary
Overview
Work History
Education
Skills
Timeline
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Krystal Guanciale

Fredericksburg,VA

Summary

Dynamic customer service professional with extensive experience at GEICO, recognized for resolving complex inquiries and enhancing client satisfaction. Skilled in conflict resolution and data entry, I consistently exceeded performance metrics, fostering loyalty and retention. Proven ability to train teams and implement process improvements, driving operational excellence and customer engagement.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

10
10
years of professional experience

Work History

Independent Agency Customer Service Representative

GEICO
01.2025 - Current
  • Resolved customer inquiries via phone, email, and chat to ensure satisfaction and retention.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Insurance Agent

AllState
10.2024 - 01.2025
  • Developed comprehensive insurance plans tailored to client needs and risk assessments.
  • Managed policy renewals and updates to ensure compliance with regulations and client satisfaction.
  • Educated clients on coverage options, enhancing understanding of insurance products and services.
  • Facilitated claims processes by coordinating with clients, adjusters, and underwriters for timely resolutions.
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Prepared and reviewed insurance applications to verify compliance with regulations.

Commercial Customer Service Representative

GEICO
10.2022 - 09.2024
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and retention rates.
  • Collaborated with cross-functional teams to streamline claims processes, improving response times.
  • Implemented training programs for new representatives, fostering a culture of excellence and knowledge sharing.
  • Analyzed customer feedback to identify trends, driving improvements in service delivery and product offerings.
  • Managed high-volume calls while maintaining accuracy and compliance with company policies and procedures.
  • Developed comprehensive documentation for processes, ensuring consistency and adherence to best practices across teams.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Ensured compliance with company policies and procedures during all client interactions, reducing potential legal risks.
  • Contributed to a positive work environment by actively participating in team meetings and offering support to colleagues when necessary.
  • Documented customer interactions and transactions for accurate, up-to-date records.

Lead Teacher, Two-Year-Olds Classroom

Dawning Point Learning Center
09.2015 - 09.2021
  • Developed and implemented age-appropriate curriculum enhancing cognitive and social development.
  • Mentored and trained new teachers, fostering a collaborative classroom environment.
  • Monitored student progress, adjusting lesson plans to meet individual learning needs.
  • Established positive relationships with parents, facilitating effective communication regarding child development.
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
  • Conducted assessments to evaluate developmental milestones and identify areas for improvement.
  • Led classroom activities promoting creativity, critical thinking, and motor skills in toddlers.

Education

High School Diploma -

North Stafford High School
Stafford, VA

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Complaint handling
  • Conflict resolution
  • Product knowledge

Timeline

Independent Agency Customer Service Representative

GEICO
01.2025 - Current

Insurance Agent

AllState
10.2024 - 01.2025

Commercial Customer Service Representative

GEICO
10.2022 - 09.2024

Lead Teacher, Two-Year-Olds Classroom

Dawning Point Learning Center
09.2015 - 09.2021

High School Diploma -

North Stafford High School

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Krystal Guanciale