Marcy Austin
Jenison
Summary
Motivated Customer Service Representative with over 15 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Energetic Office Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical and business expertise to enhance workflows. Focused on attentively assisting office staff and customers and identifying opportunities for improvement.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
10
10
years of professional experience
Work History
Insurance Account Manager
The Brouwers Agency
08.2024 - Current
- Proactively engaged clients ahead of policy expirations, maximizing renewals and addressing concerns.
- Streamlined internal processes to enhance efficiency and accuracy in policy management.
- Collaborated with sales teams to identify new client opportunities, expanding agency’s client base.
- Managed diverse accounts across various industries, showcasing adaptability in meeting unique insurance needs.
- Cultivated strong client relationships to build trust and loyalty while understanding their insurance requirements.
- Educated clients on complex insurance concepts, enabling informed decisions regarding coverage options.
Office Manager
Farm Bureau Insurance Of Michigan
11.2022 - Current
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Navigated computer system to look up customer information and update policies.
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Asked probing questions and offered solutions to resolve customer issues.
- Attended training and educational seminars to enhance knowledge and credentials.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Entered leads and new applications, pulled data reports and submitted changes to attract and retain customers and increase business.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Handled billing related activities focused on medical specialties.
- Examined automobile policies with third-party liability, accident benefits and collision benefits.
- Assisted new policyholders with processing claims.
- Precisely calculated refunds, premiums and adjustments.
- Handled modification and updating of policies.
Bank Teller
West Michigan Community Bank aka WMCB
04.2022 - 08.2022
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Welcomed customers and offered pleasant service during entire transaction.
- Reconciled cash and checks against computer records at end of shift.
- Responded and assisted customers with account inquiries and updates.
- Entered transactions into computer and issued customer receipts.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Explained bank services, financial products and applicable fees to customers.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Opened new checking, savings and lines of credit for customer accounts.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
Customer Experience Banker
Huntington Bank
10.2018 - 04.2022
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Exhibited high energy and professionalism when dealing with clients and staff.
Bank Teller
Fifth Third Bank
10.2015 - 10.2018
- Reconciled cash drawer and resolved discrepancies.
- Placed orders for customer checks and verified starting numbers.
- Turned in excess cash to maintain drawer security.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Removed mutilated currency from circulation.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Sold and cross-sold bank products to new and existing customers.
- Provided customer records, account statements and copies of checks.
- Assisted customers with compromised debit cards and issued new credentials.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
Education
Greenville High School
Greenville MI06.1998
Skills
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Customer Account Management
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Verbal and Written Communication
- Salesforce CRM
- Inbound and Outbound Calling
- Excellent Attention to Detail
- Computer Proficiency
- Proactive Self-Starter
- CRM and Office Management Software
- Documentation and Reporting
- Onboarding and Orientation
- Technical Proficiency
- Staff Training
- Invoicing and Billing
- Banking Operations
Additional Information
Property and Casualty Insurance
Timeline
Insurance Account Manager
The Brouwers Agency
08.2024 - Current
Office Manager
Farm Bureau Insurance Of Michigan
11.2022 - Current
Bank Teller
West Michigan Community Bank aka WMCB
04.2022 - 08.2022
Customer Experience Banker
Huntington Bank
10.2018 - 04.2022
Bank Teller
Fifth Third Bank
10.2015 - 10.2018
Greenville High School
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