Open To Work
Pamela Goodrich
Tampa,Fl.
Overview
15
15
years of professional experience
Work History
Sr. Customer Representative - Retention Specialist, CSR III
New York Life Insurance Co.
11.2009 - 10.2024
- Retain clients by conducting policy reviews, identifying needs, and offering tailored solutions.
- De-escalate customer issues by representing the New York Life brand with professionalism and empathy while performing policy transactions. Engage with others in a respectful and thoughtful way, using strong listening skills and genuine empathy to build meaningful connections.
- Resolved unique customer service issues by applying advanced problem-solving and critical thinking skills, enhancing overall customer satisfaction.
- Partnered with agents and departments to meet client needs while monitoring workflows and operations to identify inefficiencies and inconsistencies.
- Delivered high-quality work with attention to accuracy and detail, ensuring integrity of contract records through complex policy transactions.
- Mentor team members on handling financial transactions and navigating internal systems.
Retention Specialist - CSR II
New York Life Insurance Co.
08.2019 - 01.2021
- Managed inbound/outbound calls to resolve policy issues and implement effective retention solutions.
- Executed policy transactions promptly while ensuring adherence to quality standards and compliance.
- Maintained comprehensive product and process knowledge.
- Reported on retention performance metrics utilizing Service Central and legacy systems to identify trends.
Customer Service Representative I
New York Life Insurance Co.
01.2019 - 08.2019
- Managed high call volumes from customers and agents, ensuring timely and professional responses.
- Educated clients on policy features, clarifying options related to beneficiaries, cash value, and coverage.
- Delivered secure financial services including disbursements and EFT transactions.
Education
Some College (No Degree) -
Warner University
Lake Wales, FlSkills
- Customer service excellence
- Dispute resolution
- Account management
- Product expertise
- Stakeholder relationship management
- Lead generation
- Microsoft Word and Excel
- Creative problem solving
- Financial adjustments
- Brand representation
- Communication skills
- Calm demeanor
Affiliations
- State of Florida 2-14 License
Timeline
Retention Specialist - CSR II
New York Life Insurance Co.
08.2019 - 01.2021
Customer Service Representative I
New York Life Insurance Co.
01.2019 - 08.2019
Sr. Customer Representative - Retention Specialist, CSR III
New York Life Insurance Co.
11.2009 - 10.2024
Some College (No Degree) -
Warner University