Lois Miller
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry, specializing in the Homeowners and Automobile product areas. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Consumer Affairs Specialist
AmFam Group, Homesite Insurance
03.2022 - 04.2024
- Enhanced customer satisfaction by promptly addressing and resolving consumer inquiries and complaints.
- Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
- Collaborated with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
- Maintained up-to-date knowledge of industry regulations and best practices in dispute resolution, applying this expertise to achieve positive outcomes for both customers and the company alike.
- Managed high-stress situations calmly and professionally, reassuring customers that their concerns were being addressed promptly and effectively.
- Participated in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
- Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
Home & Auto Blended Specialty Team SME, Trainer
AmFam Group, Homesite Insurance
11.2016 - 03.2022
- Subject Matter Liaison to internal/external Product Support & Knowledge Resource Teams, IT departments, shareholders, partners, product owners, department heads, underwriting and risk assessment teams regarding the Blended Specialty Teams ongoing needs and issues.
- Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.
- Developed best practices and trained all Home/Auto Agents to meet departmental metrics and goals
- Improved user productivity and efficiency through system training and support.
- Developed and presented business cases, presentations and reports to senior management.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Collaborated with management to identify and prioritize new development concepts.
Licensed Customer Solutions Agent, Customer Care
AmFam Group, Homesite Insurance
11.2016 - 11.2018
- Delivered exceptional support by maintaining up-to-date knowledge about company products, services, and policies.
- Improved customer satisfaction by actively listening to concerns and providing tailored solutions.
- Reduced wait times by efficiently prioritizing tasks based on urgency and complexity of each customer case.
- Exceeded performance metrics on a regular basis, contributing to team success and individual growth within the company.
- Identified trends in customer feedback to inform improvements in product offerings and service delivery.
Skills
- Bug tracking
- Social Media Monitoring
- Effective Communication
- Customer Support
- Process Improvement
- Projects Best Practices
- Ticketing Systems
- Regularly Exceeds Expectations
- Problem Solving
- Knowledge Resource
- Complaint Handling
- Adaptability and Flexibility
Projects
Creator of the first Specialty Teams Knowledge Resource Hub (Sharepoint) and content. Dates: 11/2019- 03/2022. Organized and confirmed knowledge resource information for alignment with business processes and procedures. Revised outdated content and created new content for all identified knowledge gaps.
Best Practices Identification and Implementation- Specialty Teams: Midvale, 11/2016-03/2022, Personal project: Identifying and defining best practices in accordance with current industry standards. Provided findings to leadership with identified technical or product resolutions and process improvement areas. Responsible for training and implementation of the identified areas of improvement. Consistent area of focus once established.
References
Professional References:
John Jolly, Consumer Affairs Specialist- Consumer Affairs Department, AmFam Group. Phone: (914) 630-4842.Years known: 2.5
Amy Anderson, Product Support Manager- Specialty Team (Direct Team), AmFam Group. Phone: (608) 293-0998. Years known: 7
Jonasis (John-ah-sis) Smith, Senior Consumer Affairs Specialist- Consumer Affairs Department, AmFam Group. Phone: (330) 389-0838. Years known: 10
Stephanie Miljak, Subject Matter Expert- Blended Specialty Teams, AmFam Group. Phone: (330) 937-2551. Years known: 10
Toyin Akinbuli, Chairperson - Content Expert, Suffolk University. Phone: (774) 535-9465. Years known: 5
Timeline
Consumer Affairs Specialist
AmFam Group, Homesite Insurance
03.2022 - 04.2024
Licensed Customer Solutions Agent, Customer Care
AmFam Group, Homesite Insurance
11.2016 - 11.2018
Home & Auto Blended Specialty Team SME, Trainer
AmFam Group, Homesite Insurance
11.2016 - 03.2022
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