LEILA DAVID
Allstate Insurance Co
Benton,AR
17
years of professional experience
Dynamic Customer Service Representative with a proven track record at American Family Insurance, excelling in problem resolution and active listening. Enhanced customer satisfaction through effective conflict resolution and coaching new hires, fostering a culture of service excellence. Recognized for restoring client confidence and loyalty by addressing complex inquiries with empathy.
Work History
Customer Service Representative
7 Months- Delivered exceptional customer service through effective communication and problem-solving skills.
- Assisted customers with policy inquiries, claims processing, and coverage options to ensure satisfaction.
- Educated clients on insurance products, promoting understanding of coverage benefits and limitations.
- Resolved complex customer issues efficiently, enhancing overall client retention and loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Lead Representative
15 Years 7 Months- 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 in company policies, procedures, and best practices.
Education
High School Diploma
Skills
Customer service
Active listening
Data entry
Customer relations
Customer satisfaction measurement
Problem-solving
Adaptability and flexibility
Problem resolution
Complaint handling
Conflict resolution
Timeline
Customer Service Representative
Allstate Insurance Co
03.2026 - CurrentRead More
Lead Representative
American Family Insurance
07.2009 - 02.2025Read More
Rocky Mountain High School
High School Diploma
Read More