Lannice Cook
Sylacauga
Summary
Engaging Customer Service Representative with extensive experience in retail and insurance. Committed to delivering exceptional support and fostering positive relationships. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Ready to contribute knowledge and compassion to a dynamic team.
Overview
12
12
years of professional experience
Work History
Sr. Service Specialist
State Farm
Tifton
06.2025 - Current
- Sr. Service Specialist for 2 Agents / 3 Offices
- Managed client inquiries to ensure timely and accurate service delivery.
- Provided high-level customer service to clients and customers, responding quickly and efficiently to inquiries.
- Responded promptly to customer complaints, resolving them in a timely manner.
- Resolved customer issues through troubleshooting, escalating complex cases as necessary.
- Coordinated communication between clients and claims adjusters to expedite resolution.
- Analyzed customer feedback to improve service procedures and enhance satisfaction.
- Collaborated with team members to streamline workflow processes and increase efficiency.
- Maintained comprehensive knowledge of insurance products to assist clients effectively.
- Delivered high-quality support during peak periods, ensuring service standards were upheld.
- Maintained detailed records of customer interactions to ensure accurate follow-up. of customer interactions or transactions, thoroughly recording details of inquiries.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Accounts Associate
State Farm
Sylacauga
08.2022 - 06.2025
- Delivered exceptional customer service to address client needs and inquiries.
- Contracted with six State Farm agents across eight offices in multiple states.
- The duties range from overseeing claims and underwriting requests to billing.
- Once the business is open and the phones roll over, I then start to make outbound calls to customers, getting needed information and taking care of their needs and requests.
- Organized and prioritized daily tasks to ensure completion before end of day.
- Coordinated with underwriters to facilitate policy approvals and adjustments.
- Responded promptly to inquiries from customers regarding payment status or billing questions.
- Prepared documentation for new policies and changes to existing accounts.
- Collaborated with team members to streamline account management processes.
- Conducted regular follow-ups to ensure client satisfaction and retention.
- Assisted clients with policy inquiries and provided timely responses.
- Managed client accounts and maintained accurate records in CRM systems.
- Responded to customer emails, chat requests and telephone calls to answer questions, provide information and resolve problems.
Agent's Assistant
State Farm
Sylacauga
06.2021 - 08.2022
- Supported agent in managing client accounts and ensuring timely policy renewals.
- Updated and organized client databases within State Farm's management system for improved accessibility.
- Coordinated communication between clients and insurance providers.
- Processed claims documents and ensured timely submission to the underwriting team.
- Maintained client databases using State Farm's internal management system.
- Responded to customer inquiries via telephone and email.
- Facilitated communication between clients and insurance providers to enhance service delivery.
- Provided a warm greeting to customers to enhance their experience. upon arrival and provided assistance with their needs.
Office Manager
Tru Grace Transportation LLC
Sylacauga
02.2020 - 06.2021
- Oversaw daily office operations, ensuring organized environment to support team productivity.
- Developed office policies and procedures to enhance workflow efficiency.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Maintained filing system for records, correspondence and other documents.
- Reviewed files and records to obtain information and respond to requests.
- Delegated work to staff, setting priorities and goals.
Assistant Manager
State Farm
Sylacauga
06.2015 - 04.2018
- As the assistant manager for State Farm, I was responsible for the office running at its top potential.
- Managed opening and closing procedures, money drawer, and training for two employees.
- Supervised two employees to ensure optimal performance and teamwork.
- Maintained all operations within the office
- Conducted daily money counts to maintain accuracy and integrity.
- Processed daily transactions and maintained accurate files.
- Making certain that customers were seen to quickly and accurately, was a must.
- Maintained all operations within the office
- For the files that could not be finished the prior days, follow-ups were needed for accurate and timely completion as well.
- Delivered exceptional customer service to enhance client satisfaction.
- Compiled daily transaction reports to track office performance.
- Managed store opening and closing procedures to ensure security.
- Achieved promotion after months of dedicated performance.
- Advanced to Assistant Store Manager due to outstanding performance.
Sales Associate
Walmart
Clanton
08.2014 - 06.2015
- The sales associate position at Wal-Mart required me to: stock items, make displays, keep a cash drawer, organize and keep clean all areas within my department.
- Focused on delivering exceptional customer service and driving sales.
- Meeting and exceeding the customers' needs.
- Managed store displays
- Restocked sales floor with merchandise to ensure product availability
- Ensured cleanliness of service areas to promote a welcoming atmosphere
- Delivered friendly customer service to foster positive shopping experiences
- Facilitated customer returns to ensure smooth transaction processes
- Handled softlines inventory and merchandising
- Conducted credit card transactions through POS System
Sales Associate
Cato's Department Store
Clanton
08.2014 - 06.2015
- Held a secondary job to supplement income.
- Assisted in opening and closing store, managing sales, service, cash drawer, and stocking.
- Partnered with company managers to plan sales strategy
- Executed retail sales directly at the store location.
- Resolved register transaction issues
- Answered customer inquiries and resolved issues to enhance customer satisfaction.
- We had to maintain a clean, appealing and friendly environment for customers.
- Resolved register transaction issues to ensure smooth checkout process.
- This position was a second job for me.
Education
High school or equivalent -
Foursquare Christian Academy
Skills
- P&C license - 5 states
- Life & health license - 2 states
- Account Management
- Financial Processing
- Sales
- Customer Service Skills
- Client Relations
- Management
- Training
- Team Building
- Scheduling
- Conflict resolution
Timeline
Sr. Service Specialist
State Farm
06.2025 - Current
Accounts Associate
State Farm
08.2022 - 06.2025
Agent's Assistant
State Farm
06.2021 - 08.2022
Office Manager
Tru Grace Transportation LLC
02.2020 - 06.2021
Assistant Manager
State Farm
06.2015 - 04.2018
Sales Associate
Walmart
08.2014 - 06.2015
Sales Associate
Cato's Department Store
08.2014 - 06.2015
High school or equivalent -
Foursquare Christian Academy