Lavena Heald
Crossville,Tennessee
Summary
Dynamic Customer Service Executive with a proven track record at Steve Heald Insurance Agency. Management relationship building, enhancing customer retention.
Skilled in resolving complex inquiries and delivering tailored solutions, consistently exceeding service standards. Adept at fostering client engagement and driving process improvements to elevate customer satisfaction.
Overview
27
27
years of professional experience
Work History
Customer Service Executive
Steve Heald Insurance Agency
01.1998 - 01.2025
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Santa Teresa High School
San Jose06-1985
Skills
- Payment management
- Appointment coordination
- Sales follow-up
- Presentation skills
- Live chat support
- Documentation and notes
- Stakeholder oversight
- Customer engagement
- Relationship building
- Client engagement
Timeline
Customer Service Executive
Steve Heald Insurance Agency
01.1998 - 01.2025
High School Diploma -
Santa Teresa High School