Nicole Howard
Oakwood Village,OH
Summary
Seeking a position to serve peers and cultivate fruitful partnerships through education, empathy, and effective strategies for success.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Lucky Truck Insurance Brokerage
09.2022 - 06.2024
- Maintain exceptional rapport to foster positive client experience
- Counsel clients regarding coverages
- Process endorsements, policy changes, issue certificates of insurance and verification
- Provide written communication regarding policy changes, questions and updates.
Customer Experience Specialist Supervisor
Colonial Life & Accident Insurance
03.2018 - 11.2021
- Educate customers regarding coverages, billing status, claim status and claim submission
- Submit life claims, wellness claims and provide updates
- Educate customers regarding universal and whole life policies, cash value, provide policy quotes
- Service escalated calls, complaints and supervisor resolution.
Coach Assist Supervisor
Sedgwick CMS
12.2015 - 12.2016
- Call center supervisor handling escalated calls, complaint submission and conflict resolution
- Submit customer rental car damage claims, provide status information
- Educate customers about available coverage benefits.
Licensed Insurance Agent
Progressive Insurance Co
09.2007 - 08.2010
- Property & Casualty Licensed in 33 states
- Service auto policy billing, coverage adjustments, customer requests, insurance compliance
- Educate customers regarding coverage requirements, provide coverage documentation.
Education
Pursuing a degree in Criminal Justice, Homeland Security Specification -
Liberty University
State of Ohio Property & Casualty Insurance License -
Hondros College
OPOTA Deputy Bailiff Certification - Law Enforcement
Cuyahoga Community College
Cleveland, OH10.2003
Skills
- Excellent written and verbal communication
- Proficient in Client View, Image View, database operations
- Strong ability to multitask
- Microsoft Word, PowerPoint, Email applications, Open Office, Excel, SharePoint, Google Docs
- Problem Solving
- Mentorship & Strategy Specialist
- Slack, Salesforce, Zoho
Accomplishments
- Promotion to Customer Service Specialist IV April 2019
- Promotion to Customer Experience Supervisor November 2020
- Voice of the Customer recognition
- Employee of the month
Timeline
Customer Success Manager
Lucky Truck Insurance Brokerage
09.2022 - 06.2024
Customer Experience Specialist Supervisor
Colonial Life & Accident Insurance
03.2018 - 11.2021
Coach Assist Supervisor
Sedgwick CMS
12.2015 - 12.2016
Licensed Insurance Agent
Progressive Insurance Co
09.2007 - 08.2010
Pursuing a degree in Criminal Justice, Homeland Security Specification -
Liberty University
State of Ohio Property & Casualty Insurance License -
Hondros College
OPOTA Deputy Bailiff Certification - Law Enforcement
Cuyahoga Community College
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