Nicole Ross
East Aurora,NY
Summary
Hardworking customer service representative, excelling in effective communication and problem-solving. Adept at enhancing customer satisfaction by resolving conflicts and adjusting coverage levels. Skilled in maintaining accurate records and processing payments, demonstrating empathy and commitment to service excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Representative
James Collins Agency/ Weed Ross Agency
06.2015 - 07.2025
- Answered incoming phone calls and support current policyholders.
- Responded to customer requests by email and in person.
- Processing routine endorsements and reviewed and adjusted customer coverage levels. Take payments, answer billing questions, process car changes, coverage changes and take and report claim information. Contacting multiple insurance companies as needed.
- Clerical duties such as ordering office supplies, sending mail, organizing office, maintaining files, going to the post office.
- Documented customer interactions and transactions for accurate, up-to-date records.
Customer Service Representative
GEICO
09.2009 - 02.2015
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Posted payments to accounts and maintained records.
Education
Education
SUNY Buffalo State
Buffalo, NYOrchard Park High School
Orchard Park, NY01-2000
Skills
- Effective Communication
- Problem solving skills
- Empathy
- Reliable
Certification
- Licensed - PC License 2011 to current
Timeline
Insurance Customer Service Representative
James Collins Agency/ Weed Ross Agency
06.2015 - 07.2025
Customer Service Representative
GEICO
09.2009 - 02.2015
Education
SUNY Buffalo State
Orchard Park High School