Summary
Overview
Work History
Education
Skills
Timeline
background-images

Markeeta Wilson

Akron,OH

Summary

Dynamic Insurance Customer Service Representative with a proven track record at Premier Inc, excelling in active listening and problem-solving. Recognized for enhancing customer satisfaction and loyalty through effective communication and attention to detail, consistently exceeding performance metrics and streamlining claims processing for quicker resolutions.

Overview

15
15
years of professional experience

Work History

Insurance Customer Service Representative

Premier Inc
07.2017 - Current
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Fielded customer complaints, escalating complex issues to management for resolution.
  • Trained new customer service representatives on best practices, policies and procedures.
  • Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
  • Reduced processing time for claims, aiding in quicker customer resolutions.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedure.

Customer Service Representative

Farmers
03.2010 - 06.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Education

Medical Administration

Colorado Technical University
Colorado Springs, CO
10-2021

Skills

  • Active listening
  • Attention to detail
  • Decision-making
  • Medical terminology
  • Documentation skills
  • Teamwork and collaboration
  • Organizing and prioritizing work
  • Teamwork
  • Problem-solving
  • Time management
  • Multitasking
  • Problem-solving abilities
  • Excellent communication
  • Adaptability and flexibility
  • Verbal and written communication

Timeline

Insurance Customer Service Representative

Premier Inc
07.2017 - Current

Customer Service Representative

Farmers
03.2010 - 06.2017

Medical Administration

Colorado Technical University

Similar Profiles

CREATE PROFILE
Markeeta Wilson