Monica Daniels
Progressive Insurance
Orange City,FL
1
Certification
14
years of professional experience
Results-oriented administrative professional with over 10 years of experience in insurance and high-volume call centers. Expertise in resolving escalations, managing accounts, and maintaining accurate records in fast-paced environments. Strong communicator and problem solver committed to enhancing client satisfaction; seeking to leverage analytical and organizational skills in healthcare administration or medical claims.
Work History
Customer Service Representative
2 Years 2 Months- Assisted customers with auto insurance policies and maintained accounts, ensuring accurate information and timely updates.
- Explained policy coverage, billing details, and premium changes, clarifying complex information for customer understanding.
- Managed a high volume of customer interactions across multiple computer systems, streamlining processes to enhance service delivery.
- Interpreted policy details to clarify benefits, exclusions, and premium-related questions.
SENIOR CLIENT ADVOCATE
7 Years 9 Months- Resolved escalated customer issues, enhancing client relationships and retention.
- Ensured client satisfaction through proactive communication and tailored problem solving.
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Delivered friendly and knowledgeable service for routine inquiries and service complaints, fostering positive client experiences.
CUSTOMER SERVICE REPRESENTATIVE
1 Year 11 Months- Resolved customer complaints promptly, enhancing customer satisfaction and loyalty.
- Handled customer inquiries, delivering accurate information on products and services to improve customer experience.
- Resolved issues with friendly, knowledgeable service, contributing to overall customer satisfaction.
Education
Associate of Applied Science - Administrative Office Assistant
Skills
Customer Service
Client Relationship Management
Licensed Insurance Agent
Customer Interaction Management
Data management
Microsoft Office Suite
Word
Excel
Outlook
Multitasking
Written & Verbal Communication
Conflict resolution
Accomplishments
- Delivered exceptional customer service while managing a high volume of customer interactions in fast-paced call center environments.
- Successfully navigated multiple computer systems simultaneously while maintaining efficiency and accuracy
- Contributed to improved customer satisfaction by providing timely, empathetic, and knowledgeable service
- Adapted quickly to new procedures, software updates, and changing business needs.
- Resolve complex customer concerns by identifying solutions that balanced customer needs with company policies.
Certification
- Licensed P&C Agent
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Timeline
Customer Service Representative
Progressive Insurance
08.2024 - CurrentRead More
SENIOR CLIENT ADVOCATE
Sitel
10.2016 - 07.2024Read More
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
01.2013 - 12.2014Read More
Central Carolina Technical College
Associate of Applied Science from Administrative Office Assistant
Read More