Marc Salerno
CARLISLE,PA
Summary
At Fetrow Insurance Associates, I excelled as a Customer Service Representative, leveraging my problem-solving abilities and active listening skills to enhance customer satisfaction significantly. My adept handling of complex inquiries and disputes, coupled with a strong product knowledge, led to notable increases in loyalty and repeat business.
I am born and raised in south central Pennsylvania. I have been in customer service jobs since I was a teenager (25 plus years!)
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Fetrow Insurance Associates
01.2020 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled auto, home, life, commercial insurance. Additionally medicare.
Education
Associate Of Applied Arts - General Studies
Harrisburg Area Community College
Harrisburg, PA03.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Complaint Handling
- Purple belt in Bjj
Certification
Licensed in property and casualty insurance.
Licensed in life and health insurance.
Purple belt in Bjj.
Previously certified personal trainer.
Timeline
Customer Service Representative
Fetrow Insurance Associates
01.2020 - Current
Associate Of Applied Arts - General Studies
Harrisburg Area Community College