Robert Broschinsky
Leander,TX
Summary
Outstanding record of accomplishments and a solid history of initiating, cultivating, maximizing, and maintaining productive client relationships. Recognized as a strategic negotiator and effective communicator dedicated to going above and beyond to provide exceptional customer experiences. Outstanding track record of managing customer satisfaction through prompt resolutions of complaints; open communication; and consumer advocacy. Consistently recognized for the ability to respond to complex service issues and requests that require consideration of industry regulations, legal liability, contract provisions, customer objectives, and risk of financial impact. Superior critical thinking and analytical skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
City of Georgetown
05.2024 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Managed Care Assistant
CONTINENTAL GENERAL INSURANCE COMPANY
01.2022 - 11.2023
- Listen and empathize with policyholders and representatives to understand their needs and resolve any issues they may express regarding moderately complex inquiries, policy coverages, and claim status
- Disseminate, read and interpret policy language accurately and quickly
- Complete necessary new claim follow-ups in a timely manner
- Provide policyholders with policy claim status
- Contact policyholders and providers to obtain missing claim information
- Maintain thorough and objective phone calls in a professional manner
- Document all calls accurately and in concise manner
- Comply with HIPPA regulations and perform other duties as assigned such as statement of benefits, return mail processing
Client Service Representative III
National Western Life Insurance
07.2020 - 11.2021
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Senior Client Services Coordinator
PACIFIC LIFE INSURANCE COMPANY
01.2001 - 12.2019
- Selected to provide comprehensive/integrated policy administration, and plan administration support solutions for life insurance policies
- Leverage exceptional customer service, active listening, people management, customer engagement acumen to provide customer service excellence
- Highly effective at increasing customer satisfaction through personal engagement with clients
- Successful at deescalating conflict, making the customer feel valued and heard, and producing grateful customers with devotion and dedication to the brand
- Accustomed to managing relationships, establishing confidence, trust, and rapport to ensure customers have a positive experience
- Strictly comply with FINRA and SEC guidelines and ensure customer requests are completed accurately and timely using the appropriate system/application through a detailed internal documentation process
- Manage a wide range of function, including process improvement, customer service management, processing complex financial and insurance information, and navigating multiple applications
- Possess strong analytical skills to interpret complex documents and instructions such as policy specifications, sample policy, and life insurance riders
- Consult client and plan sponsors on the application, plan documents, and ERISA regulations to enable them to choose the best design; investigate client issues and provided timely resolution
- Work in tandem directly with clients to explain insurance coverages and processes, and to resolve differences in coverage and provide solutions within FINRA SEC guidelines
- Assist plan sponsors and advisors by preparing and delivering annual statements, Schedule A's and PS58's, and year-end cash value
- Review all work for quality and provide feedback as necessary
- Develop and maintain a professional working relationship with advisors and plan sponsors; ensure all services provided include compliance testing, policy plan illustrations to plan sponsors and advisors
- Conceptualized, created, and implemented a new training guide for AIO policies
Education
Associate of Arts - General Studies
Fullerton College
Fullerton, CA06-1995
Skills
- Client/Account Management
- Issue Resolution/De-escalation
- Regulatory Compliance Standards
- Policies and Procedures Development
- Operations/Quality Management
- Customer Relations Development
- Continuous Process Improvement
- Active listening
Technologicalprofile
- Microsoft Office (Word, Excel, PowerPoint, and Outlook)
- UMAX 365
- My Government Online
- CRM Systems
- Automated Workflow Distribution System (AWD)
- Onbase
- Lifepro systems
Educationandcertifications
- FINRA Series 6 License
- LOMA, Associate Customer Service
- LOMA, Associate Life Management Associate
- LOMA, 280, 290 Principles of Life Insurance
- Securities Industry Exam (SIE)
Timeline
Customer Service Representative
City of Georgetown
05.2024 - 01.2025
Managed Care Assistant
CONTINENTAL GENERAL INSURANCE COMPANY
01.2022 - 11.2023
Client Service Representative III
National Western Life Insurance
07.2020 - 11.2021
Senior Client Services Coordinator
PACIFIC LIFE INSURANCE COMPANY
01.2001 - 12.2019
Associate of Arts - General Studies
Fullerton College
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