Michael Jacobson

Montevideo,MN

Summary

I am a seasoned customer service professional with over 20 years of dedicated service, cultivating strong client relationships while consistently exceeding expectations. Skilled in effective communication, creative problem-solving, and a genuine passion for assisting others. Adaptable and composed in fast-paced environments, demonstrating quick thinking and flexibility. Proficient in empathetic listening and understanding customer needs to provide tailored solutions. Adept at establishing rapport with diverse individuals, leveraging real-life experience and a deep understanding of customer psychology to consistently achieve and surpass expectations. I am collaborative team player who effectively works with cross-functional teams to achieve organizational objectives. Seeking a challenging position in a customer-centric organization to apply extensive customer service expertise and drive growth and success.

Overview

years of professional experience

Work History

Customer Service

Esurance

09.2006 - 04.2023

My daily responsibilities typically involves providing assistance to policyholders and potential customers with their insurance-related queries
The job duties may include answering phone calls, responding to emails, and handling customer requests, complaints, and claims
The goal is to ensure that customers receive timely and accurate information, as well as high- quality service that exceeds their needs and expectations
In addition to customer service, insurance processing is another key aspect of my work
It involves updating of policies, including endorsements, premium payments, and processing
I was responsible for ensuring that policies are accurate, complete, and comply with regulatory requirements, as well as managing the administrative tasks related to policy maintenance.

Customer Service Team Lead

L&S Teleservices

04.2000 - 09.2006

Managing and guiding a customer service representatives, ensuring that the team provides high-quality service to customers and achieves their goals and objectives
Ensuring that customers' inquiries and issues are resolved in a timely and satisfactory manner
I was also responsible for monitoring the performance of team members, providing training and coaching as needed, and setting performance targets and KPIs.

Education

High School Diploma -

Lennox High School, Lennox, SD

Skills

SKILLS/QUALIFICATIONS
Microsoft, Word, Outlook & Excel
Consistently exceeded monthly goals
Excellent Customer Service and Processing Skills
Data Entry and Maintenance
Data Entry
Transaction Processing
Creative Problem Solving
POS Systems and Ordering Platforms

Responding to Difficult Customers
Customer Service
Verbal and Written Communication
Customer Data Confidentiality
Understanding Customer Needs
LiveChat Messaging
Process Improvement
Microsoft Office
Establishing and Maintaining Customer Relationships

Timeline

Customer Service - Esurance

09.2006 - 04.2023

Customer Service Team Lead - L&S Teleservices

04.2000 - 09.2006

Lennox High School - High School Diploma,