Leslie Helms
Monroe,NC
Summary
Experienced professional with over 15 years in customer service roles within the insurance and banking sectors. Demonstrated success in building and nurturing strong client relationships, resulting in consistently high satisfaction ratings. Eager to leverage expertise to enhance operational efficiency and elevate client engagement strategies for continued success.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Associated Renovations
06.2023 - Current
- Manage day-to-day operations; accounts receivable, accounts payable, payroll, and scheduling material and equipment for home/ commercial renovations
- Develop strong relationships with vendors and customer providing excellent customer service
Accounts Receivable Clerk
Blue Ridge Professional Property Services
06.2023 - 07.2023
- Collaborated with cross-functional teams to resolve payment discrepancies and improve cash flow.
- Processed and reconciled customer payments, ensuring accuracy and timeliness.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
Licensed Insurance Producer
Laurie Insurance Group
03.2023 - 06.2023
- Identified and provided services and solutions to customers questions; prepared quotes for various types of insurance coverage
- Educated clients on policy features, exclusions, deductibles, and premiums to help make informed decisions about their insurance needs
- Utilized CRM to maintain accurate records of interactions, client information, schedule follow-ups
- Advised clients of claim procedures
Licensed Insurance Customer Service Representative
Joe Pomykatz State Farm Insurance Agency
05.2022 - 02.2023
- Professionally answered incoming calls and greeted customers that came into the office
- Provided high level of customer service by identifying customers' needs; processing policy changes, endorsements, cancellations, and renewals accurately and efficiently
- Scheduled annual policy reviews
Customer Service Representative
Synchrony Financial
10.2019 - 02.2022
- Quickly responded and provided solutions to inquiries and issues regarding Belk and Lowes credit card accounts in fast-paced work environment
- Performed data entry, updating customer information, processed payments, and provided credit line increases or decreases while exceeding all metrics and quality
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 3 minutes
- Built strong relationships with customers through active listening and empathy
Licensed P&C Insurance Agent and Live Chat Rep
Red Ventures
02.2015 - 06.2019
- Launched new chat platform
- Provided excellent customer service to future, present, and past customers via online chat; conducting up to 11 chats simultaneously, navigating several different computer programs
- Qualified prospective customers looking for various insurance produces with a variety of 'name brand' insurance carriers
Customer Advocate
Medco Health / Express Scripts
09.2009 - 12.2014
- Exceeded production metrics and delivered outstanding customer service resulting in 95% satisfaction rating facilitating prescription mail orders, de-escalated issues, provided accurate details, pertaining to prescription benefits and mail orders to patients, physicians, pharmacies , and insurance companies and entering and updated customer information in the CRM system
- Upheld confidentiality requirements (HIPAA)
Professional Support Staff
The Hartford Insurance
02.2006 - 09.2009
- Filed workers compensation filings with specific states
- Collaborated with team members to significantly decrease 3 error reports by 70% in 7 months, reducing fines for both the company and customer
- Selected to assist writing the procedural manual for a smooth transition for outsourcing team
Senior Customer Report Administrator
Allstate Insurance Company Agency
08.1991 - 12.2005
- First point of contact for customers filing loss reports for homes and autos with the ability to increase satisfaction ratings by assisting customers in obtaining listings for contractors, auto body shops, and rental car agencies
- Promoted to Sr CRA after 5 months in the department and awarded Highest Production award (monetary) on team and department 4 months out of 12
- Mentored new hires
- Crosss trained with front desk on Multi-line switchboard
Education
Medical Terminology
Stanly Community College
Locust, NCAccounting
Central Piedmont Community College
Charlotte, NCLicense - Property and Casualty Insurance
Insurance Educators
06.2022
Skills
- Time management
- Data entry / Typing / 10-Key
- Organizational skills
- Prescription Benefit Management
- Adaptability / Coachable / Flexible
- Transferable / Interpersonal / Professional / Personal skills
- Customer Support, Focus, Retention, and Satisfaction
- Communication Skills (written and verbal)
- Live Online Chat
- Critical / Analytical Thinking
- Empathetic / Compassionate / Sympathetic
- Phone Etiquette / Professional Phone Demeanor
- Adherence
- Project scheduling
- Customer relationship management (CRM)
- Insurance Knowledge
- Reliability
- Microsoft Outlook
- Outstanding Customer Service Skills
- First Call Resolution
- Financial Transactions
- Relationship and Rapport Building
- Customer Engagement
- Attention to detail
- Collaboration
- Computer literacy
- Conflict Management / Problem Solving / Trouble Shooting
- Fast-Paced Call Center Experience with Inbound / outbound Call
- Administrative support
- Research / Documentation and recordkeeping
- Quick Learner
Certification
- Property and Casualty Insurance Producer License
- June 2022 to Present
Timeline
Accounts Receivable Clerk
Blue Ridge Professional Property Services
06.2023 - 07.2023
Administrative Assistant
Associated Renovations
06.2023 - Current
Licensed Insurance Producer
Laurie Insurance Group
03.2023 - 06.2023
Licensed Insurance Customer Service Representative
Joe Pomykatz State Farm Insurance Agency
05.2022 - 02.2023
Customer Service Representative
Synchrony Financial
10.2019 - 02.2022
Licensed P&C Insurance Agent and Live Chat Rep
Red Ventures
02.2015 - 06.2019
Customer Advocate
Medco Health / Express Scripts
09.2009 - 12.2014
Professional Support Staff
The Hartford Insurance
02.2006 - 09.2009
Senior Customer Report Administrator
Allstate Insurance Company Agency
08.1991 - 12.2005
License - Property and Casualty Insurance
Insurance Educators
Medical Terminology
Stanly Community College
Accounting
Central Piedmont Community College
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