NANCY CRUZ
Lavon,TX
Summary
With 4 years of experience at State Farm, I have developed excellent customer service skills, reliability, and integrity throughout my various roles. My main goal is to consistently provide exceptional service and contribute as a valuable team member. I am dedicated to expanding my knowledge and acquiring new skills to continue my professional development. Above all, I am motivated to demonstrate my strong work ethic and positive attitude in future opportunities.
Overview
2
2
years of professional experience
Work History
Customer Care Retention Specialist II Underwriting
State Farm Insurance
03.2022
- Handle inbound calls/chats from agents and staff, ensuring efficient resolution and providing remarkable customer service
- Assist agents to help understand auditable policies; explain premium audit process, discuss audit re-opens, and provide audit/audit bill breakdowns
- Assist agents with their requests such as processing quotes, typing additional insured’s endorsements, and discuss premium breakdown
- Guide customers through navigating resources such as Rate Manuals, Underwriting Guidelines, and Audit Procedures.
Customer Care Retention Specialist II
State Farm Insurance
03.2020 - 03.2022
- Handled inbound calls from existing customers, made policy changes including replacing and adding vehicles
- Reviewed complex billing to current policy related issues
- Navigated systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries about their auto and fire polices
- Receiving constructive feedback from coach meetings to consistently provide remarkable experience to our customers and continuously improving to create impactful connections to the company.
SF Billing Hybrid Representative
State Farm Insurance
08.2021 - 02.2022
- Handled inbound calls from agents and team members in existing states that have rolled out Policy Center and State Farm Billing for business lines policies (Commercial Auto and Business Owners Policies).
Education
Associate Degree of Education - Early Childhood Education
Brookhaven Community College
Farmers Branch, TX01.2017
Skills
- Customer Feedback Analysis
- Upselling and Cross Selling
- Documentation skills
- Persuasion techniques
- Customer Relations
- Decision-Making
- Time Management
- Attention to Detail
- Multitasking
Timeline
Customer Care Retention Specialist II Underwriting
State Farm Insurance
03.2022
SF Billing Hybrid Representative
State Farm Insurance
08.2021 - 02.2022
Customer Care Retention Specialist II
State Farm Insurance
03.2020 - 03.2022
Associate Degree of Education - Early Childhood Education
Brookhaven Community College
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