Open To Work
Lauren Tarkenton
Chesapeake
Work Preference
Summary
Dedicated customer service professional with over 10 years of experience in the insurance industry, recognized for effectively resolving complex client issues and optimizing service processes. Expertise in driving client retention and mentoring teams to achieve excellence, consistently surpassing performance goals. Committed to delivering personalized service in high-volume environments, ensuring client satisfaction and loyalty.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Geico
07.2010 - Current
- Engaged customers and provided a high level of service by carefully explaining details about their documents.
- Resolved issues quickly through meticulous research and quick decision making.
- Always maintained a pleasant and cordial attitude, even when issues arose.
- Analyzed customer needs and then provided the best options, upselling products and services.
- Exceeded team goals by partnering with staff to share and implement best practices.
- Drove client retention by increasing savings opportunities and identifying premium discounts.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Addressed customer inquiries and concerns to facilitate decision-making and minimize anxiety or hesitation.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Kept abreast of rapidly evolving technology to provide knowledgeable customer support.
- Promoted client retention through high-quality service and follow through.
- Informed customers on billing procedures, processed payments and helped set up payment options.
- Completed continuing education and training programs for professional development.
- Daily use of Microsoft Outlook, Microsoft Excel, Microsoft Word, Workday, VOIP, AWS, Cisco, Microsoft Edge, and Chrome.
- Educated team members on time and resource management to improve organizational efficiency.
- Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements.
- Provided feedback on individual actions, behaviors and verbal responses.
- Reduced process gaps by effectively training new hires on best practices and protocols.
Receptionist/Co-Admin Assistant
Activity Healthcare
08.2008 - 01.2010
- Answered inquiries concerning standardized policies, procedures and regulations.
- Greeted visitors and appropriately directed to designated areas; answered phone calls quickly and efficiently.
- Returned all emails and calls within 24 hours of receipt.
- Assessed client satisfaction and communicated issues to organizational leaders.
- Compiled and uploaded files into records management system.
- Assembled and mailed informational packets, reports and publications.
- Answered incoming phone calls and sorted, distributed and sent mail correspondence.
- Answered phones and performed clerical office functions.
- Greeted visitors, assessed needs and directed to appropriate personnel.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Answered and directed incoming calls using multi-line telephone system.
- Managed clerical needs of company employees, including copying, faxing and file management.
- Maintained reception area in orderly manner to provide visitors with a positive first impression of the company.
- Represented office personnel and company brand in regular client correspondence.
Underwriting Assistant
Geico
08.2005 - 07.2007
- Prepared necessary paperwork for NC CTR forms.
- Achieved production goals by developing strong underwriting teams.
- Supported specialty teams by assisting with projects.
- Made outbound follow up calls to reach customers regarding expiring policies.
Education
High School Diploma -
Salem High School
Virginia Beach, VA01.2005
Skills
- Proficient Typing Speed of 77 WPM
- Effective Listening Skills
- Collaborative Team Work
- Customer Relationship Management
- Meticulous Attention to Detail
- Time and Resource Management
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Microsoft Outlook, AWS, CISCO and VOIP Proficiency
- Administrative support
Accomplishments
- Assisted management with the training of five new staff members.
- Earned " Chairman's Club" in 2017, 2020, 2021, and 2022.
Certification
- Microsoft Office Suite – Advanced
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Geico
07.2010 - Current
Receptionist/Co-Admin Assistant
Activity Healthcare
08.2008 - 01.2010
Underwriting Assistant
Geico
08.2005 - 07.2007
High School Diploma -
Salem High School