Latrice Lett-Smith
Akron,OH
Summary
Excellent communication and interpersonal skills, strong analytical and problem solving, knowledge of insurance policies, procedures, and regulations, ability to work independently and part of a team, proficient in MS Office, various insurance software, and carrier systems, customer focused and goal oriented.
Overview
3
3
years of professional experience
Work History
Customer Relations Representative
Koroseal Interior Products
05.2023 - Current
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Licensed Customer Service Representative
Matic Insurance Services
05.2022 - 04.2023
- Respond to customer inquiries regarding insurance policies, coverages, and procedures.
- Educated customers about billing, payment processing and support policies and procedures.
- Assist in generating new business by cross-selling and up-selling insurance policies.
- Increased customer retention rates by conducting follow-up calls to ensure satisfaction with services provided or products purchased.
- Participated in ongoing training programs to continuously enhance skills, knowledge base, and overall performance as a Licensed Customer Service Representative.
Customer Service Representative
Matic Insurance Services
02.2021 - 05.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate policy information.
Education
Bachelor of Arts -
University of Toledo
Toledo, OH05.2020
Skills
- Customer Service
- Problem-solving abilities
- Call center experience
- Data Entry
- Microsoft Outlook
- Order Fulfillment
- CRM Software
- Administrative and Office Support
- Product Sales
- State of Ohio - Resident Major Personal Lines - License Number 1463019
- Non-Residential Personal Lines License (AZ, CA,CO,GA,IL,IN,MD,MN,MO,NJ,NM,NY,NC,PA,SC,TN,TX,VA,WA) National Producer Number 20410511
Timeline
Customer Relations Representative
Koroseal Interior Products
05.2023 - Current
Licensed Customer Service Representative
Matic Insurance Services
05.2022 - 04.2023
Customer Service Representative
Matic Insurance Services
02.2021 - 05.2022
Bachelor of Arts -
University of Toledo
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