Marco Cornicello
Richmond,VA
Summary
Energetic, passionate, & self-starting customer experience and business professional. Experienced in customer- facing environments, leveraging strong interpersonal skills and operational management background to build exceptional client relationships. Enthusiastic & versatile team player when engaging with new tasks, environments, & customers. Detail-oriented with successful emphasis on accurate multi-tasking of projects and formulating innovative strategies.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Specialist
USAA
08.2023 - Current
- Enhanced customer satisfaction by efficiently resolving insurance-related inquiries and concerns.
- Streamlined claims processing for faster resolution and improved client experience.
- Assisted clients with policy updates and modifications, ensuring accurate coverage.
- Managed a high volume of inbound calls, maintaining professionalism and empathy in all interactions.
- Reduced wait times by quickly addressing customer questions regarding billing, policy changes, and claim status updates.
- Ensured compliance with industry regulations while providing exceptional service to diverse clientele base.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Checked documentation for accuracy and validity on updated systems.
Customer Loyalty Specialist
Elephant Auto Insurance
11.2017 - 07.2023
- Build customer loyalty by cultivating relationships and providing outstanding support
- Collaborated with team members to reach individual and collective performance goals.
- Participated in ongoing training sessions, keeping up-to-date on industry trends and best practices.
- Developed strong relationships with clients, earning multiple commendations for outstanding service.
- Analyzed customer data to identify patterns and potential opportunities for improvement.
- Implemented effective loyalty programs, increasing customer retention rates.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Store Manager
Puritan Cleaners
05.2011 - 11.2017
- Company resource/asset management & inventory tracking
- Generate solutions to external and internal customer obstacles
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Building long lasting connections with clients by providing a resolute & exceptional customer experience
- Responsible for accurate garment cataloging for customer orders
- Review completed orders for accuracy of inventory.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Studio Coordinator
School of Rock
06.2015 - 11.2015
- Responsible for setting a positive tone in the studio by being the first point of contact by phone & in the lobby for new and returning guests
- Served as the liaison between parents, instructors, & students to ensure accuracy & satisfaction of services
- Provided administrative support to business owners and instructors by generating schedules, organizing studio classrooms, & communicating on the studio's behalf to clients.
Store Lead
Pet Nutrition Center
11.2010 - 05.2015
- Exceed client expectations by providing outstanding service & ensuring knowledgeable updates on new products
- Key-holding responsibilities including cash-management and store opening/closing operations.
Sales Lead
American Eagle Outfitters
12.2007 - 11.2010
- Generate revenue by motivating team sales through encouragement & energetic coaching
- Serve as the team's role model for customer service by demonstrating a personable & engaged approach to each sales opportunity
- Responsible for merchandise receiving, stocking, & visual display management.
- Boosted sales performance by implementing strategic sales plans and effective team management.
- Increased sales and customer satisfaction through personalized servicing.
- Up-sold and cross-sold products effectively, driving sales and increasing revenue.
Education
High School Diploma -
John Marshall
Richmond, VABachelor of Arts - Major-Business Administration;Minor-Communications
John Tyler
Richmond, VA05.2011
Skills
- Fraud Detection
- Decision Making
- Sales Techniques
- Attention to Detail
- Interpersonal Skills
- Time Management
- Insurance Terminology
- Multitasking
- Client Relationship Building
- Problem Solving
- Adaptability
- Conflict Resolution
- Critical Thinking
- Teamwork and Collaboration
- Database Management
Additional Information
- Certifications and Licenses , Property & Casualty License
Certification
- Licensed Insurance Consultant
References
Professional Reference
Kathleen McElroy, MHRM, MBA
Director of Human Resources
Westport Rehabilitation
804-287-8613 | kmcelroy@westporthc.com
Professional Reference
Deloris Brown, MBA
Service Ambassador
Long Term Care
804-972-0319 | lois3825@gmail.com
Personal Reference
Brian Howett, II
Gas Maintenance Supervisor
Richmond Gas Works
804-629-8935 | b.howett@richmondgasworks.com
Timeline
Insurance Customer Service Specialist
USAA
08.2023 - Current
Customer Loyalty Specialist
Elephant Auto Insurance
11.2017 - 07.2023
Studio Coordinator
School of Rock
06.2015 - 11.2015
Store Manager
Puritan Cleaners
05.2011 - 11.2017
Store Lead
Pet Nutrition Center
11.2010 - 05.2015
Sales Lead
American Eagle Outfitters
12.2007 - 11.2010
High School Diploma -
John Marshall
Bachelor of Arts - Major-Business Administration;Minor-Communications
John Tyler