Nicole Beirne
Seminole,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
FNOL
Tower Hill Insurance Gorup
09.2022 - Current
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Collaborated with team members to improve overall response times and service quality.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
Customer Service Team Lead
Weston Casualty and Properpty Management
09.2020 - 09.2022
- Assisted supervisor in maintaining and improving call center operation by monitoring system proformance.
- Assisted Supervisor in maintaining and improving call center operations by monitoring system performance.
- Assisted supervisor in managing day-to-day operation of the assigned team including performance, workload and handling escalations.
- Communicated through team chats with team and other colleagues with but not limited to answering questions, provided guidance and instructions, etc.
- Assisted accounting duties with refunds, write off and correcting misapplied funds for both Guidewire and AS400 system.
- Answered appropriately 50+ calls daily, assisting agents and insureds with questions, quotes, policy changes, cancellations etc.
- Assisted underwriting with home inspections reports, and underwriting memos etc.
- Assigned to and completed special projects within deadlines.
Personal Lines Agent
Crosslet Insurance Agency
03.2020 - 09.2020
- Streamlined policy renewal processes for enhanced efficiency and improved client retention rates.
- Provided guidance to customers on their insurance coverage.
- Processed payments, policy endorsements, cancellations, and renewals.
- Maintained accurate records for insureds accounts including billing, policy changes, cancellations, and renewals.
- Responded promptly to insureds inquiries via email and phone calls
- Explained coverage options to potential insureds
- Calculated premiums and established payments methods, processing payments and receipts.
- Developed appropriate quotes based on risk locations.
Customer Services Team Lead
Anchor Caustly and Property Insureance
10.2016 - 03.2020
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Refer unresolved agents or customers grievances to designated departments for further investigations
- Checked to ensure that appropriate changes were made to resolve agents and insureds problems.
- Assisted agents with any guidelines needed to process new business.
- Reviewed and processed all policy reinstatements.
- documented all pertinent comments relating to each insured's and agents inquiries via phone or email.
Education
Associate of Science - Criminal Justice
Remington College
Largo, FL10-2007
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Dependable and Responsible
- Multitasking Abilities
- Computer Skills
- Problem Resolution
- Decision-Making
Certification
620 Claims Adjuster license
220 Personal Lines License
220 Personal Lines License
Timeline
FNOL
Tower Hill Insurance Gorup
09.2022 - Current
Customer Service Team Lead
Weston Casualty and Properpty Management
09.2020 - 09.2022
Personal Lines Agent
Crosslet Insurance Agency
03.2020 - 09.2020
Customer Services Team Lead
Anchor Caustly and Property Insureance
10.2016 - 03.2020
Associate of Science - Criminal Justice
Remington College
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