Lauren N. Flood
Amica Mutual Insurance Company
Coventry
22
years of professional experience
An experienced and energetic Customer Service and Account Management professional, who is skilled in complaint resolution and who treats every customer as if they are the only customer.
To find a position where I can use my excellent communication, adaptability, and critical thinking skills to improve the customer experience
Work History
Associate Account Representative
8 Years 9 Months- Delivered customer service per Amica standards through first call resolution, next day call back, and second ring phone pick up
- Educate customers on the importance of insurance in regards to current coverages and how to create a complete package
- Informed customers about insurance significance related to current coverages and how to create comprehensive packages
- Update policies in real time according to customer requests
- Assist with training and onboarding new associates as well as assist colleagues with troubleshooting calls
- Maintained detailed customer notes for every call and email using SalesForce CRM system
- Responding to a minimum of thirty emails a day as a member of Amica's Outbound Team
- Assist with training and onboarding new associates as well as assist collegues with troubleshooting calls
Office Supervisor and Account Manager
12 Years 7 Months- Provided outstanding customer service in a fast-paced environment which led to an increase in customer retention
- Executed precise cash management, including credit card payments, billing invoices, and detailed receipts
- Acted as liaison between customers and insurance agencies to ensure accurate claims filed
- Calculated employee’s hours as well as PTO and sick time for payroll through ADP system
- Managed staff of eight in the service area to guarantee effective operations
- Maintained information for adherence to state tax guidelines
- Managed purchasing of auto parts and office supplies to maintain stock levels.
- Maintained detailed scheduling of appointments and meetings for efficient time management.
Bookkeeper and Financial Affairs Manager
7 Years 1 Month- Generated daily financial reports using QuickBooks for informed decision-making
- Maintained and entered accounting statements in adherence to state tax guidelines
- Distributed funds to settle company debts
- Consulted with owner regarding day to day financial receipts
Education
Associates Degree - Business with Concentration in Accounting
Skills
CRM Experience
Customer Interaction
Insurance Knowledge
Data Entry
Document Management
Appointment Scheduling
Effective Communication Skills
Organizational skills
New Hire Training
Team Collaboration
Independent decision-making
Adaptability
Microsoft Office
Employee engagement initiatives
Team Player
Timeline
Associate Account Representative
Amica Mutual Insurance Company
01.2018 - CurrentRead More
Bookkeeper and Financial Affairs Manager
Coastline Collision
12.2006 - 01.2014Read More
Office Supervisor and Account Manager
Mike's Service Auto Body
06.2004 - 01.2017Read More
Community College of Rhode Island
Associates Degree from Business with Concentration in Accounting
Read More