Lauren Donaldson
Longwood,FL
Summary
Dedicated Customer Service Representative with a passion to learn and grow. Self-motivated, reliable, and hardworking. Positive team player with exceptional communication skills and time management. Results driven with a pro-active approach and determination to achieve outstanding success. Highly organized with the ability to multitask while committed to providing exceptional customer service.
Overview
2
2
years of professional experience
Work History
Account Manager
Chelsie Phillips State Farm
08.2023 - 06.2024
- Educate new and existing policy holders on their current coverages and how this protects them in the event of a loss, increasing coverages as needed.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Customer Service Representative
Terri Marshall State Farm
08.2022 - 08.2023
- Greeting and assisting customers as well as answering phones and handle customer inquiries such as address changes, and taking payments in a professional manor.
- Onboarding and welcoming new customers which consists of; Drive Safe and Save set up, Online reviews, Referrals, Thank you cards, Online accounts, and answering questions or concerns.
- Actively listen to customers, handle concerns quickly and escalate major issues to licensed team member.
- Contact customers regarding Non-pays, balance due and cancellation notices.
- Pivot to other lines of business to possibly multiline current households.
- Work defectors and list of previous leads to offer an updated quote and hand off to a licensed team member.
Education
High School Diploma -
Lake Brantley High School
Altamonte Springs, FL05.2021
Skills
- Fluent in ECRM and NECHO
- Computer: Microsoft Word, Microsoft Excel, Microsoft Power Point
- Professional Phone Etiquette
- Detailed Note Taking
Timeline
Account Manager
Chelsie Phillips State Farm
08.2023 - 06.2024
Customer Service Representative
Terri Marshall State Farm
08.2022 - 08.2023
High School Diploma -
Lake Brantley High School
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