Morgan Lofland
Sioux City,IA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Service Center Representative
Great West Casualty Company
04.2022 - Current
- Delivered prompt service to prioritize customer needs.
- Managed high call volumes while maintaining professional demeanor and strong attention to detail.
- Utilized multiple software applications simultaneously for efficient data entry and record-keeping purposes during calls.
- Participated in ongoing training initiatives to stay current with industry best practices and enhance job performance.
- Coordinated with other departments when necessary to provide comprehensive answers or resolutions for customers needs.
- Collaborated with the Guidewire Team to conduct and develop innovative solutions, leading to successful project outcomes.
Life Case Manager/ Contracting Specialist
Partners Advantage Insurance Services
01.2019 - 04.2022
- Provide organizational support to business operations by performing processing tasks such as data entry, posting premiums and scanning
- Meet quality & rate of work standards as defined by management
- Maintains client files with salesforce and perform all duties in accordance with agency standards and workflows
- Using Excel spreadsheet for processing and tracking of new agents, and submission of contracting
- Ensure all items are processed in a timely manner to meet or exceed established standards and re-verify insurance information daily to prevent denials
- Maintains confidentiality of all company and client information in accordance with HIPAA regulations.
Front Desk Agent/Supervisor
Hard Rock Hotel and Casino
07.2018 - 01.2019
- Interviewed, selected, coached, and supported associates ensuring they performed in accordance with the established hotel standards and values
- Using Excel spreadsheet assisted hotel Manager in preparation of forecasts and reports as well as in the development, and monitoring of the budget
- Resolving customer complaints and anticipated potential problems by reviewing and monitoring operational issues, business flow, and associate performance
- Cooperated with the sales staff to discuss and implement sales strategies to improve occupancy levels and revenues.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Ensured compliance with hotel company standards and city hospitality policies
- Managed invoicing and rate negotiation for large clients, business guests, and group tours with Microsoft excel and word
- Confirmed group reservations and arranged personalized services for event attendees
- Instructed team members on hotel products, services, facilities, events, pricing, and policies to maintain a competent and transparent work environment.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Enforced policies and procedures to increase efficiency.
Education
Bachelor of Arts - Psychology
Briar Cliff University
Sioux City, IA05.2018
Skills
- Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Handled customer inquires with Professionalism and efficiency
- An effective written and verbal communication, with the ability to convey information clearly and concisely
- Able to work well in a team, contributing ideas and cooperating with others to achieve common goals
- Meticulous and detail-oriented professional with an eye for accuracy
- Quick to embrace challenge and changes in priority, providing, significant result and high levels of accuracy
Timeline
Service Center Representative
Great West Casualty Company
04.2022 - Current
Life Case Manager/ Contracting Specialist
Partners Advantage Insurance Services
01.2019 - 04.2022
Front Desk Agent/Supervisor
Hard Rock Hotel and Casino
07.2018 - 01.2019
Bachelor of Arts - Psychology
Briar Cliff University
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