Penny Borchers
Woodstock,GA
Summary
Dynamic professional with a proven track record in customer relations and administrative support at HUB International Limited. Demonstrated leadership skills enhanced team performance and elevated customer satisfaction levels. Proficient in Microsoft Office and adept at building strong customer relationships, achieving key project objectives through effective communication and collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Specialist/Benefits Support
HUB International Limited
08.2023 - Current
- Developed and maintained strong relationships with key clients to ensure customer satisfaction.
- Collaborated with other departments to resolve problems related to customer accounts.
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
- Developed and maintained relationships with clients to ensure satisfaction with services provided.
- Maintained a database of customer contact information for communication purposes.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Listened to customer needs to identify and recommend best products and services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Customer Service Call Center Supervisor
Answernet, Inc.
Center, NC
01.2021 - 08.2023
- Managed team performance and facilitated support for Abeka Christian Homeschool Curriculum project with 55 agents starting in December 2022.
- Oversaw operations and offered assistance to 20 agents on assignment for Blue Cross Blue Shield open enrollment.
- Directed team operations for 20 agents in the context of Truist Bank Fraud Department assignment between February and August 2022.
- Oversaw daily performance of 20-member team working on ERAP between June 2021 and January 2022.
- Directed and supported a team of 15 employees for the NYVAC Project spanning January to June 2021.
- Evaluated recorded and live calls to assess adherence to quality standards.
- Conducted daily Zoom sessions and provided guidance to agents.
- Guided agents in enhancing QA scores.
- Facilitated weekly team discussions to address essential topics and share updates.
- Reviewed and verified accuracy of agent time cards to ensure compliance.
Agent/Customer Service Representative (CSR)
Insurance source of Naples
Naples, FL
05.2018 - 01.2021
- Managed servicing and renewal processes for commercial policies.
- Coordinated directly with brokers and carriers to finalize commercial quotes.
- Supported clients in addressing questions related to their current commercial policy coverage.
- Contributed to front desk efficiency with responsive handling of inbound calls.
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
Executive Assistant to CEO
Cozzzy Comfy Inc
Alpharetta, GA
08.2013 - 05.2018
- Performed order fulfillment duties, ensuring accurate and efficient delivery.
- Supervised and ensured well-being of three children aged 9 to 12 years.
- Coordinated daily household operations and errands.
- Executed special objectives and projects in response to executive team and board member requests.
- Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
High school diploma -
Central Christian School
AtlantaSkills
- Customer Relations
- Customer Service Expertise
- Administrative Support Proficiency
- Database Management
- Office Management Skills
- Schedule coordination
- Microsoft Excel
- Microsoft Word
- Leadership
- Supervising experience
- Project Management
- Communication skills
- Customer relationship development
- Microsoft office proficiency
Certification
CSR License, 440 Insurance License, 06/18 to 03/21
Awards
- Top Sales, 09/22, Top sales award, team with the most insurance policies sold for the month of September resulting in over 100 policies sold.
- Top Sales, 10/22, Top sales award, team with the most insurance policies sold for the month of October resulting in over 150 policies sold.
References
References available upon request.
Timeline
Account Specialist/Benefits Support
HUB International Limited
08.2023 - Current
Customer Service Call Center Supervisor
Answernet, Inc.
01.2021 - 08.2023
Agent/Customer Service Representative (CSR)
Insurance source of Naples
05.2018 - 01.2021
Executive Assistant to CEO
Cozzzy Comfy Inc
08.2013 - 05.2018
CSR License, 440 Insurance License, 06/18 to 03/21
High school diploma -
Central Christian School
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