Leila David

American Family Insurance

07.2009 - 02.2025

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Escalated issues to proper supervisors when standard processes were not effective.
Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Trained new Customer Service Representatives on company policies, procedures, and best practices.

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Summary