Michaela Hutchens
Bonita Springs,FL
Summary
Personable customer service associate offering 7years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success to meet monthly and year end goals.
Overview
7
7
years of professional experience
Work History
Lead Customer Service Representative
Allstate insurance
06.2019 - 06.2022
- Completed and processed paperwork and records with attention to detail to ensure accurate entry of important data in company CRM
- Provided solutions, recommendations, and replacements, using empathetic approach and demeanor
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Assisted associates with problem resolutions. Recognized and solicited new business leads
- Informed customers and professionals on eligibility, benefits, claims payment, and authorizations
- Answered incoming calls and assisted customers with questions
- Used upselling and cross-selling techniques to provide solutions to
- Distributing task to other team members
- Training and assisting new team members.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
Customer Service
State Farm Insurance
04.2019 - 05.2019
- Answered incoming calls and assisted customers with questions details cheerful to create
- Utilized CRM tools to record, track, and maintain sales records
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Completed and processed paperwork and records with attention to detail to ensure accurate entry of important data in company CRM
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues
- Routed inquiries or escalated calls outside area of expertise to appropriate department or employee.
Customer Service Representative
Allstate Insurance
10.2018 - 04.2019
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Recommended products and services to members and educated customers about relevant offerings
- Completed and processed paperwork and records with attention to detail to ensure accurate entry of important data in company CRM
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues
- Routed inquiries or escalated calls outside area of expertise to appropriate department or employee.
Front Desk Receptionist
Lane insurance
08.2018 - 10.2018
- Greeted guests promptly and consistently set professional tone with friendly assistance
- Keeping office in order, by cleaning and keeping office supplies stocked
- Picked up, organized, and wiped down reception regularly to keep area professional and clean
- Answered incoming office calls over multi-line system and answered questions, took messages, or transferred to desired extensions.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Customer Service Representative
Allstate Insurance
09.2015 - 06.2018
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor recommended products and services to members and educated customers about relevant offerings
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.
Cashier
Pollo Tropical
06.2015 - 09.2015
- Delivered hot, timely meals to residents exactly as requested and per corporate standards.
- Removed dirty dishes, utensils, and other items from tables and replaced with fresh setups for next patron group.
- Interacted with guests and at dining events and upheld employer's customer service expectations
- Set up condiment and serving stations for each meal
- Followed safety standards in handling food, maintaining food at correct temperatures prior to serving
- Backed up servers with any need, including pre-bussing tables and retrieving items from kitchen.
Education
High School Diploma -
South Fort Myers High School
Fort Myers, FL05.2015
Skills
- Upselling and cross-selling Refunds processing CRM software Provided solutions, recommends Products and services to members
- Educated on multi-line telephone systems
- Managed inbound and outbound calls to respond to inquiries and resolve Concerns
- Built strong knowledge of product line to assist customers in selecting products meeting Highly personal needs
- Customer Support and complaint resolutions
- Microsoft Word
- Microsoft Excel
- Active Listening
440 Insurance license
Licensed 440 customer service insurance license.
Timeline
Lead Customer Service Representative
Allstate insurance
06.2019 - 06.2022
Customer Service
State Farm Insurance
04.2019 - 05.2019
Customer Service Representative
Allstate Insurance
10.2018 - 04.2019
Front Desk Receptionist
Lane insurance
08.2018 - 10.2018
Customer Service Representative
Allstate Insurance
09.2015 - 06.2018
Cashier
Pollo Tropical
06.2015 - 09.2015
High School Diploma -
South Fort Myers High School