Rebecca Rice
Gloversville,NY
Summary
Proven Customer Service Representative at Glover Insurance Agency, adept in account management and complaint resolution. Excelled in maintaining customer loyalty through empathetic service and professional telephone demeanor. Skilled in navigating complex insurance policies, ensuring accuracy and compliance. Demonstrated sales expertise, contributing to business growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Glover Insurance Agency
05.2021 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Managed personal and commercial accounts from quoting to issuing policies.
- Reviewed policy renewals a month in advance for accurracy, changes, and possible re-quoting or re-writing.
- Provided certificate of liability and proof of insurance, or insurance binders on request.
- Worked directly with workers compensation and disability company underwriters as well as the audit department for all customer issues.
Receptionist
Daniello Orthodontics
10.2017 - 03.2020
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
Office Manager
John M. Fox DDS
06.1999 - 04.2017
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Assisted with regulatory issues such as compliance.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Developed close working relationships with front office and back office staff.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
Education
High School Diploma -
Johnstown High School, Johnstown, NY
New York, NY06.1987
Associate of Applied Science - Business Administration And Management
Fulton-Montgomery Community College
Johnstown, NY05.1989
Bachelor of Science - Business Public Management
SUNY Polytechnic Institute
Utica, NY05.1991
Skills
- Account management
- Sales expertise
- Staff education and training
- Professional telephone demeanor
- Complaint resolution
- Multi-line phone talent
- Recordkeeping strengths
Certification
I am working towards obtaining a New York State Insurance license for personal and property and casualty.
Timeline
Customer Service Representative
Glover Insurance Agency
05.2021 - 05.2024
Receptionist
Daniello Orthodontics
10.2017 - 03.2020
Office Manager
John M. Fox DDS
06.1999 - 04.2017
High School Diploma -
Johnstown High School, Johnstown, NY
Associate of Applied Science - Business Administration And Management
Fulton-Montgomery Community College
Bachelor of Science - Business Public Management
SUNY Polytechnic Institute
I am working towards obtaining a New York State Insurance license for personal and property and casualty.
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