Michelle Hopper
Middletown,OH
Summary
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
1
1
Certification
Work History
Commercial Insurance Agent
LIBERTY MUTUAL INSURANCE COMPANY
Cincinnati, Ohio
05/11/14 - Current
- Provided prompt responses to customer inquiries regarding policy changes or claims status.
- Worked with insurance carriers to solve problems with coverage and payments.
- Educated clients on proper safety protocols for their business operations.
- Attended continuing education courses to stay abreast of changing regulations.
- Collaborated with underwriters to negotiate coverage terms on behalf of clients.
- Reviewed existing policies for accuracy and compliance with state laws.
- Processed policy renewals, cancellations, and endorsements in a timely manner.
- Assessed customer needs and provided tailored insurance solutions to meet their individual requirements.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Counseled prospects and policyholders on coverage, limits and regulations.
Customer Service Representative
Macys Call Center
Mason, OH
03/10/02 - 04.2010
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries via phone, email, and chat.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified opportunities for upselling additional products or services based on customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Student Loan Collector
Account Control Technology
Mason, OH
10/20/14 - 05/10/15
- Performed skip tracing activities on delinquent accounts when required.
- Developed strategies for improving collections success rate while maintaining high levels of customer service.
- Assisted borrowers with setting up automatic payments when requested.
- Responded to customer emails and phone calls in a timely manner regarding student loan payments.
- Provided guidance to customers on payment options such as consolidation, forgiveness programs.
- Participated in conference calls with external agencies regarding specific cases or issues.
- Monitored and located debtors by using automated systems.
Student Loan Collector
General Revenue Corporation
Mason, OH
04/05/10 - 10/19/14
- Verified customer income information with employers or other sources as needed.
- Performed skip tracing activities on delinquent accounts when required.
- Initiated legal proceedings when necessary for non-payment of loans according to company policies and procedures.
- Advised management team on trends in the industry that could impact operations.
- Worked closely with banks, credit bureaus, employers and other entities as needed to collect outstanding debts.
- Assisted borrowers with setting up automatic payments when requested.
- Responded to customer emails and phone calls in a timely manner regarding student loan payments.
- Participated in conference calls with external agencies regarding specific cases or issues.
- Maintained accurate records of all interactions with customers in the system database.
- Monitored and located debtors by using automated systems.
- Updated client account information and records in company databases.
Education
High School Diploma -
Clermont Northeastern High School
Batavia, OH06-1997
Skills
- Account Management
- Policy Changes
- Self Motivation
- Insurance Coverage Verification
- Customer Complaint Resolution
- Licensing Requirements
- Time Management
- Property and Casualty Insurance
- Adaptability
Certification
- Active Property Casualty License
Timeline
Commercial Insurance Agent
LIBERTY MUTUAL INSURANCE COMPANY
05/11/14 - Current
Customer Service Representative
Macys Call Center
03/10/02 - 04.2010
Student Loan Collector
Account Control Technology
10/20/14 - 05/10/15
Student Loan Collector
General Revenue Corporation
04/05/10 - 10/19/14
High School Diploma -
Clermont Northeastern High School