Natali Voskanyan
Sacramento,CA
Summary
Proficient insurance agent advisor with a strong background in technical and underwriting support, looking for a new challenging role in the customer service industry
Overview
11
11
years of professional experience
Work History
Support Agent
Go Innovation Agency
06.2023 - 02.2024
- Efficiently completed up to 50+ support requests a day
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster response times.
- Coordinated with engineering, underwriting, and claims team to navigate and resolve issues for agents and policy holders.
- Created macros to allow for quick and accurate refund calculations.
Customer Service Advocate
Bamboo Insurance
07.2022 - 12.2022
- Assisted property and casualty agents with policy transactions, including endorsements, making payments, policy cancellations and reinstatements
- Advised agents on underwriting and risk eligibility, coverage requirements, and quoting processes
- Facilitated relationships between customers and agents with the finance, underwriting, and claims departments
- Contributed valuable feedback regarding the optimization of company procedures, processes, and standard operating procedure documentation
- Utilized industry standard technologies such as Microsoft Teams, Sharepoint, the InContact communications platform for effective process team communications
Customer Experience Representative
Cover Financial, Inc.
04.2021 - 07.2022
- Provided technical and advisory support to thousands of agents writing for auto insurance customers
- Comprehensively evaluated hundreds of quotes in underwriting review and determined based on UW criteria if to approve or deny them
- Thoroughly documented agent and customer support processes, include creation of standard operating procedure
- Created compendium of team resources, utilizing Google Docs and Sheets integration with Slack for convenient and well-organized access
- Used statistically significant sample of common agent interactions to create chat bot integrated with Intercom messaging platform
Customer Service Representative
Walgreens
09.2018 - 04.2021
- Efficiently processed all purchases, ensured satisfaction for customers, and verified cash and stock inventories
Translator
World Vision International
07.2014 - 07.2015
- Translated letters for sponsors and sponsored children
- Organized paperwork for correspondence, gifts, etc.
- Managed projects for community social workers
- Served as interpreter for company seminars, foreign office representatives, and visiting experts for community developments programmes
English Language Tutor
Self-employed
07.2013 - 03.2014
- Advertised for and scheduled tutoring services
- Provided English language tutoring for Armenian students
- Coordinated individual and group sessions, accommodating to student schedules
- Developed curricula for TOEFL exam prep, university study, and professional development
Education
Master of Arts - Theology
Yerevan State University
Yerevan, Armenia2015
Bachelor of Arts - Religious Studies
Yerevan State University
Yerevan, Armenia06.2013
Skills
- Customer Service
- Agent Support
- Intercom
- Twilio Flex
- Salesforcecom
- Jira Ticketing
- Zendesk Ticketing
- Stripe Payment Processing
- Underwriting Review
- Google Suite
- Microsoft Office
- HelloSign
- LucidCharts
- Python Programming
- Multilingual Fluency
- Tutoring
Timeline
Support Agent
Go Innovation Agency
06.2023 - 02.2024
Customer Service Advocate
Bamboo Insurance
07.2022 - 12.2022
Customer Experience Representative
Cover Financial, Inc.
04.2021 - 07.2022
Customer Service Representative
Walgreens
09.2018 - 04.2021
Translator
World Vision International
07.2014 - 07.2015
English Language Tutor
Self-employed
07.2013 - 03.2014
Master of Arts - Theology
Yerevan State University
Bachelor of Arts - Religious Studies
Yerevan State University
Language Fluency
English, Armenian, Russian, German, Ancient Greek (written)
Language Fluency
English, Armenian, Russian, German, Ancient Greek (written)
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