Lorie Hain
Turbotville,PA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
42
42
years of professional experience
Work History
Customer Service Representative I I
Construction Specialties
Hughesville, Pennsylvania
12.2022 - Current
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complaints using product knowledge and service policies.
- Documented customer interactions in CRM and order systems.
- Communicated with sales and operations teams on order status.
Licensed Customer Service Agent
Blessing Insurance Agency
Muncy, PA
08.2021 - 12.2022
- Serviced existing and new commercial insurance policies.
- Answered phones and replied to emails to support customer questions and provide timely help.
- Reviewed billing and processed invoices to support accuracy and financial integrity.
- Completed audits to identify improvement opportunities and support quality control standards.
SR Customer Service Supervisor
Liberty Mutual Insurance
Montoursville, PA
03.2021 - 05.2021
- Guided employees through daily tasks and complex issues using motivational and analytical strategies to enhance team effectiveness.
- Led process improvement and problem-solving efforts to create standard operating procedures and the escalation policy for the customer support team.
- Evaluated customer service operations to identify performance trends and deliver actionable feedback to agents.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Updated knowledge of new company products and services to resolve customer inquiries and complaints effectively.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Customer SRVC Specialist and Various Jobs
Liberty Mutual Insurance
08.1984 - 03.1917
- Performed underwriting and accurately input critical information for customers, ensuring proper documentation and processing.
- Supported Liberty Mutual Insurance claims processing using policy and coverage guidelines.
- Reviewed customer information and updated records in insurance systems.
- Coordinated with adjusters, underwriters, and service teams on open requests.
Education
Diploma -
Warrior Run High School
06-1983
Skills
- Customer Relations
- Effective call handling
- Written communication
- Multi-tasking
- Office suite proficiency
- Active listening
- Dispute resolution
- Conflict management
- Team Building
- Coaching techniques
- Strong teamwork
- Conflict management
COMMUNICATION
You delivered that big presentation to rave reviews. Don't be shy about it now! This is the place to show how well you work and play with others.
Timeline
Customer Service Representative I I
Construction Specialties
12.2022 - Current
Licensed Customer Service Agent
Blessing Insurance Agency
08.2021 - 12.2022
SR Customer Service Supervisor
Liberty Mutual Insurance
03.2021 - 05.2021
Customer SRVC Specialist and Various Jobs
Liberty Mutual Insurance
08.1984 - 03.1917
Diploma -
Warrior Run High School