MARIA GRACIA
Lansing,MI
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
ASSOCIATE P/C CUSTOMER SERVICE SPECIALIST
Michigan Farm Bureau
Lansing, Michigan
08.2024 - Current
- Resolved inquiries on billing, insurance coverage, website navigation, and member benefits, ensuring clarity and support for policyholders.
- Delivered timely assistance to existing and potential policyholders via chat and email, enhancing customer satisfaction.
- Maintained proficient knowledge of departmental processing methods, industry standards and regulations, procedures, and Farm Bureau product lines and software, such as LiveChat, Farm Bureau’s external website, Legacy, Guidewire, Salesforce, and others, to accurately and efficiently answer customer inquiries and resolve problems.
CLIENT SERVICE ADVOCATE
Jackson National Life
Lansing, MI
07.2023 - 09.2024
- Guided clients through complex account setups for optimal understanding and satisfaction.
- Documented all client interactions to maintain accurate records and follow-up processes.
- Responded to questions regarding product features, benefits, account status and transfers of assets from other financial firms.
- Addressed inquiries from partners and customers regarding Jackson accounts effectively.
CUSTOMER BILLING REPRESENTATIVE
Accident Fund Insurance
Lansing, Michigan
12.2017 - 10.2022
- Provided accurate invoice assistance to agents and policyholders for billing needs.
- Approved changes per billing rules to ensure compliance with regulations.
- Reviewed, calculated, and processed reinstatements according to state regulations and within authority limits.
- Processed payment arrangements with customers on audit balances, ensuring adherence to guidelines.
BUSINESS DEVELOPMENT SUPPORT II
Accident Fund Insurance
Lansing, Michigan
10.2016 - 12.2017
- Sorted and identified documentation for distribution, facilitating timely processing and maintaining accuracy.
- Demonstrated strong organizational skills, prioritizing tasks effectively to meet deadlines.
- Monitored work assignments to ensure timely completion.
- Answered main switchboard, efficiently routing calls to appropriate departments.
BORROW REPRESENTATIVE
Celink
Lansing, Michigan
10.2015 - 10.2016
- Cultivated strong client relationships, facilitating repayment plan applications to help prevent foreclosure.
- Analyzed client accounts for foreclosure risks, recommending preventive measures to address potential issues.
- Guided clients through U.S. Department of Housing and Urban Development. Guidelines, enhancing understanding and compliance.
- Corrected coverage errors, reviewed mortgage clauses, and obtained insurance evidence to ensure quality.
ASSISTANT MANAGER
Rent-A-Center
Lansing, Michigan
06.2014 - 10.2015
- Elevated to Assistant Manager due to leadership and significant contributions to company success.
- Implemented innovative customer service strategies, increasing customer satisfaction and loyalty.
- Met weekly sales goals, conducted inventory audits, provided exceptional customer service.
- Conducted precise inventory audits, minimizing discrepancies and improving stock management.
Education
HIGH SCHOOL DIPLOMA -
Eastern High School
Lansing, MISkills
- Customer Service
- Customer support
- Customer interaction
- Troubleshooting
- Problem Solving
- Conflict resolution
- Workflow Management
- Process improvement
- Data Analysis
- Microsoft Office
- Team collaboration
- Active Listener
- Self-Motivated
- Decision Maker
- Interpersonal Skills
Languages
- Spanish
- English
Timeline
ASSOCIATE P/C CUSTOMER SERVICE SPECIALIST
Michigan Farm Bureau
08.2024 - Current
CLIENT SERVICE ADVOCATE
Jackson National Life
07.2023 - 09.2024
CUSTOMER BILLING REPRESENTATIVE
Accident Fund Insurance
12.2017 - 10.2022
BUSINESS DEVELOPMENT SUPPORT II
Accident Fund Insurance
10.2016 - 12.2017
BORROW REPRESENTATIVE
Celink
10.2015 - 10.2016
ASSISTANT MANAGER
Rent-A-Center
06.2014 - 10.2015
HIGH SCHOOL DIPLOMA -
Eastern High School