Ryan Smith
Youngstown,OH
Summary
With 15+ years of customer service experience, I offer a dynamic, dedicated, and self-motivated approach to every task. I excel in continuous learning and view constructive criticism as a chance for personal development. Collaborating with teams is a genuine pleasure for me, as it enables me to contribute my skills and ideas in fostering a positive and efficient work environment.
Overview
16
16
years of professional experience
Work History
UW CL Processor
Progressive
2020.03 - Current
- Reviews databases for indicators of fraud rate and inaccuracy or unacceptable risk
- Performing independent research to determine nature of policyholders business for risk acceptability or rating accuracy.
- Consulting and collaborating with product managers and claims adjusters to determine acceptability of risk and to improve underwriting guidelines.
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs
- Engaged with customers and agents to understand and resolve issues and answer product questions.
Service Assist Member
Liberty Mutual Insurance
2014.03 - 2020.02
- Escalation team member- Handled all service related escalation calls
- Coached and provided feedback to representatives on a daily basis
- Service customers in all 50 states on auto, home and umbrella policy coverage
- Conduct comprehensive policy reviews
- Build connections with customers by using reactive and appreciation statements
- Cross-sell the business to single-line policyholders by discussing features and benefits of our coverage
- Utilize internal systems and resources efficiently
- Work to enhance multi-tasking skills on every call to provide exceptional service
- CSAT CAPTAIN- Responsible for compiling and distributing weekly results and providing feedback to my direct supervisor.
Customer Service Representative /Tech Support Representative
West Corporations
2008.07 - 2012.07
- Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities
- Managed multiple priorities and maintained efficient results
- Completed ongoing training to stay current with product, service and policy changes.
Education
Sharon High School
Sharon, PA06.2007
Skills
- Problem resolution
- Product and service knowledge
- Escalation management
- Time Management
- Multitasking
- Verbal communication
References
References available upon request
Timeline
UW CL Processor
Progressive
2020.03 - Current
Service Assist Member
Liberty Mutual Insurance
2014.03 - 2020.02
Customer Service Representative /Tech Support Representative
West Corporations
2008.07 - 2012.07
Sharon High School