LATICIA PIERCE
Virginia Beach,VA
Summary
Customer service and sales expert who identifies customer needs and delivers effective solutions to problems. Committed to providing high quality customer care to create a positive experience. Personable and professional under pressure with motivated, energetic nature. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in customer service roles with high-volume customer demands.
Overview
17
17
years of professional experience
Work History
Insurance Customer Service Representative
American Family Insurance
Decatur, GA
04.2022 - 05.2024
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Asked probing questions and offered solutions to resolve customer issues.
- Attended training and educational seminars to enhance knowledge and credentials.
- Upsold products to policyholders and potential new clients.
- Pursued continued professional development through insurance workshops, course and webinars.
- Responded to inquiries and explained product features and service advantages to potential customers.
Customer Care Agent
Gas South
Atlanta , GA
11.2020 - 04.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Converted incoming calls into booked service appointments.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Licensed Insurance Agent
BroadPath Healthcare Solutions
Smyrna, GA
09.2019 - 12.2019
- Performed inbound and outbound calls to Medicare Representatives to educate and sell Medicare plans
- Determines clients’ particular needs and financial situations by scheduling fact-finding appointments and determining the extent of present coverage and investments
- Completes coverage by delivering policy, planning future follow-up visits, and evaluations of needs
- Obtains underwriting approval by completing application for coverage.
Teacher
La Petite Academy
San Antonio, TX
03.2019 - 08.2019
- Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play
- Attend to children's basic needs by feeding them,dressing them, and changing their diapers
- Communicated with parents to acknowledge superior work and areas of concern through weekly newsletters, and encouraged parent-volunteer assistance throughout the year
- Maintain classroom records and allowed for a safe, learning environment.
Licensed Insurance Agent
Humana Insurance Company
Middleton, WI
06.2016 - 08.2018
- Approaches potential clients by utilizing mailings and phone solicitation
- Determines clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals
- Develops a coordinated health insurance plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation
- Obtains underwriting approval by completing application for coverage
- Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Enhances insurance agency reputation by accepting ownership for accomplishing
- ORK EXPERIENCE new and different requests; exploring opportunities to add value to job accomplishments.
Patient Account Call Center Representative
State Collection Services
Madison, WI
04.2014 - 01.2015
- Acts as an extended business office of a specific health care clients' patient accounts department
- Worked in a call center environment handling high-volume inbound and outbound calls
- Answered questions the patient has regarding their bill or insurance
- Gather information and problem solve to achieve account resolution.
Claims Adjuster
American Family Insurance
Madison, WI
02.2013 - 12.2013
- Answer Calls from customers, agents, employees, vendors and third party administrators with supervision
- Takes First Notice of Loss (FNOL) information including taking statements with supervision
- Explains and discusses any circumstances that may affect customer service with agency, vendors, third party administrators or other claim personnel
- Includes agents in problem resolution as appropriate
- Makes decisions within authority granted at the manager's discretion, and requests additional authority when needed
Economic Support Specialist
Hewlett Packard
Madison, WI
05.2010 - 07.2012
- Entered data for income maintenance programs
- Explained agencies services, payments, rights/responsibilities and program information
- Process client files and schedule appointments
- Maintained accurate and well documented case files
- Determined eligibility through interviews, documents and collateral investigations
- Read and interpreted guidelines, laws and standard practices for each program.
Customer Service Representative
Sitel Inc
Madison, WI
07.2007 - 03.2008
- Handled inbound/outbound customer calls for Verizon Wireless
- Performed Tier 1 Technical Support for wireless equipment
- Answered billing and account questions for current Verizon Wireless customers
- Transferred calls to appropriate departments when necessary
Education
High School Diploma -
Campbell High School
Smyrna, GA12.2005
Skills
- Conflict mediation
- Payment processing
- Data entry
- High-energy attitude
- Office equipment proficiency
- Microsoft Office expertise
- Inbound and Outbound Calling
Licenses
Property and Casualty Producer Licenses in named states:
- Arizona, Colorado, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Minnesota, Missouri, North Dakota, Nebraska, Nevada, Ohio, Oregon, South Dakota, Utah, Washington, Wisconsin
Timeline
Insurance Customer Service Representative
American Family Insurance
04.2022 - 05.2024
Customer Care Agent
Gas South
11.2020 - 04.2021
Licensed Insurance Agent
BroadPath Healthcare Solutions
09.2019 - 12.2019
Teacher
La Petite Academy
03.2019 - 08.2019
Licensed Insurance Agent
Humana Insurance Company
06.2016 - 08.2018
Patient Account Call Center Representative
State Collection Services
04.2014 - 01.2015
Claims Adjuster
American Family Insurance
02.2013 - 12.2013
Economic Support Specialist
Hewlett Packard
05.2010 - 07.2012
Customer Service Representative
Sitel Inc
07.2007 - 03.2008
High School Diploma -
Campbell High School
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