Marsalla Gubino
Nanticoke,PA
Summary
Adept at streamlining operations and enhancing customer satisfaction, I leveraged my communication and documentation skills for seamless multi-department collaboration and efficient problem resolution. Hardworking employee, enthusiastic about learning other fields inside and out. I am pursuing opportunities to learn new skills and contribute to group success.
Overview
17
17
years of professional experience
Work History
Underwriting Services Representative
Berkshire Hathaway GUARD Insurance
02.2021 - 07.2024
- Collaborating with team members from multiple departments (billing, loss control, claims) to ensure seamless communication and consistent service delivery.
- Working with third-party insurance agents to assist with accurately creating, and making changes to customer insurance policies.
- Utilizing phones, live chat, and emails to communicate updates to customers, keeping an open line of communication to ensure high customer satisfaction.
- Documenting each line of communication made, to ensure proper documentation
Customer Service Representative
Berkshire Hathaway GUARD Insurance
07.2019 - 02.2021
- Managing high-stress situations effectively, maintaining professionalism under pressure while resolving policy/claims coverage-related disputes or conflicts.
- Accurately documenting new claims intake, assisting with billing questions and taking payment, assisting with policy audit questions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Boden
12.2011 - 07.2019
- Inputting customer clothing orders
- Resolved issues pertaining to a broad range of topics, including returns, payment and delivery issues at our US and UK locations
- Communicated with customer's via phone, email, and live chat
Customer Service Representative
Signius Communications
06.2007 - 12.2011
- Acted as an after-hours messaging service for local and out-of-state clients
- Quickly and accurately took customer contact information and messages for many business, and fielded those messages when appropriate.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Ran hourly system status reports to check for any possibly undelivered messages, ensuring any errors are caught in a timely manner
Education
High School Diploma -
Pittston Area Senior High School
Pittston, PA06.2007
Skills
- Data Entry
- Documentation And Reporting
- Multitasking and Organization
- Excellent Communication
- Listening Skills
Timeline
Underwriting Services Representative
Berkshire Hathaway GUARD Insurance
02.2021 - 07.2024
Customer Service Representative
Berkshire Hathaway GUARD Insurance
07.2019 - 02.2021
Customer Service Representative
Boden
12.2011 - 07.2019
Customer Service Representative
Signius Communications
06.2007 - 12.2011
High School Diploma -
Pittston Area Senior High School
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