Marla Allen
Oklahoma City,OK
Summary
Results-driven Senior Customer Service Representative at Farmers Insurance, recognized for enhancing service delivery and customer satisfaction through effective team leadership. Expertise in interpersonal communication, complaint resolution, and Microsoft Office tools has led to improved operational efficiency and customer loyalty. Proven ability to manage conflicts proactively and build lasting customer relationships while fostering teamwork. Dedicated to contributing to organizational success by leveraging skills in conflict resolution and customer relationship management, with a readiness for new challenges.
Overview
24
24
years of professional experience
Work History
Senior Customer Service Associate
Farmers Insurance
Oklahoma City, USA
12.2015 - Current
- Inbound claims calls for first report of loss for customers.
- Assist callers with solutions to claim handling.
- Knowledgeable with Microsoft Excel, Word, and PowerPoint programs to complete daily tasks.
- Assists supervisor with peer audits of phone calls.
- Worked closely with other departments to ensure quality customer service delivery.
- Identified potential areas of improvement within customer service operations and communicated recommendations to management team.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer claim related questions.
- Identified needs of customers promptly and efficiently.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Collaborated with team members by assisting them with questions about processes.
- Completed continuing education and training programs for professional development.
- Offered applicable services to insured's based on need. IE Guaranteed Repair Program, rental, total loss, ALE, and water and smoke mitigation services.
- Handled glass claims by assisting insureds with the repair or replacement of glass.
- Set up road side services for insureds, which included towing, jump start, changing flat tire, and unlocking vehicles.
- Trained and assisted with Bristol West (BW) call center to help with overflow calls.
- Lead team huddles/meetings.
Customer Service Supervisor
Farmers Insurance
Oklahoma City, USA
01.2001 - 12.2015
- Handled team of Customer Service Associates for incoming claims calls
- Worked with managers to develop team members in their positions
- Co-ordinates with other supervisors to complete job duties for the department
- Handled escalated phone calls from customers
- Provided guidance and feedback to employees
- Completed call evaluations on team members
- Responsible for monitoring each agent's performance to help them reach their potential
- Knowledgeable with Microsoft Excel, Word, and PowerPoint programs to complete daily tasks
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Monitored phone calls to provide feedback and coaching.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Education
Associates - Business Administration
Oklahoma City Community College
Oklahoma City, OK12-2015
Skills
- Detail-Oriented
- Time Management
- Interpersonal Skills
- Adaptability/Flexibility
- Teamwork
- Fast Learner
- Clear communication
- Interpersonal communications
- Complaint handling
- Status updates
- Customer service
- Troubleshooting
- Issue research
Timeline
Senior Customer Service Associate
Farmers Insurance
12.2015 - Current
Customer Service Supervisor
Farmers Insurance
01.2001 - 12.2015
Associates - Business Administration
Oklahoma City Community College
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