Lanae Cousar
Philadelphia,United States
Summary
Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures. Handle inquiries in the best interest of the customer and company. Provide quality service and support to a variety of areas including but not limited to Financial Advisors and Policy Holders.
Overview
8
8
years of professional experience
Work History
Annuity Specialist
Reliance Standard Life Insurance Company
01.2022 - Current
- In-depth knowledge of annuity products, including fixed, variable, and indexed annuities, along with their tax implications and suitability.
- Strong understanding of compliance and regulatory requirements in the insurance and financial services industry.
- Educated clients on the benefits and drawbacks of various annuity types, helping them make informed decisions.
- Analyzed existing retirement portfolios and recommended suitable annuity products to enhance client's financial well-being.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Customer Service Representative
PECO Energy
07.2020 - 01.2022
- Handled a high volume of inbound customer inquiries related to energy billing, service outages, and account management.
- Assisted customers in setting up new accounts, transferring services, and resolving billing discrepancies.
- Utilized customer relationship management (CRM) software to document interactions, update customer records, and follow up on pending issues.
- Provided accurate and timely information to customers regarding their energy bills, usage, and payment options.
Claims Supervisor
Hibu USA Inc
06.2017 - 07.2020
- Excellent communication and interpersonal skills to effectively interact with clients, colleagues, and third-party entities.
- Handled billing questions and functions including but not limited to; Statement of Accounts, processing checks, processing credit card and auto pay payments, and account maintenance/cleanups.
- Maintaining telephone contact with customers according to established guidelines and standards to ensure prompt payment.
- Increased accuracy in claim evaluations through comprehensive documentation and attention to detail.
- Built talented teams of 10 claims administrators dedicated to timely and compliant resolutions.
FT Checkout Coach
Giant Food Stores
10.2015 - 05.2017
- Responsible for monitoring the cashiers and service associates and assisting as needed.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions, and individual employee strengths.
- Managed cash handling procedures, ensuring accuracy and accountability for all transactions while minimizing the risk of loss.
- Elevated overall store cleanliness standards by enforcing strict maintenance protocols in all checkout areas.
- Assisted in resolving escalated customer issues quickly and professionally, maintaining high levels of customer satisfaction throughout the resolution process.
Education
Bachelor of Arts - Communication Studies
Kutztown University of Pennsylvania
Kutztown, PASkills
- Training Junior Team Members
- Data Analysis
- Salesforce knowledge
- Customer Retention Strategies
- JavaScript
- Complaint Handling
Timeline
Annuity Specialist
Reliance Standard Life Insurance Company
01.2022 - Current
Customer Service Representative
PECO Energy
07.2020 - 01.2022
Claims Supervisor
Hibu USA Inc
06.2017 - 07.2020
FT Checkout Coach
Giant Food Stores
10.2015 - 05.2017
Bachelor of Arts - Communication Studies
Kutztown University of Pennsylvania
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