Sally D’Autorio
Insurance Office of America (IOA)
Kissimmee,FL
1
Certification
19
years of professional experience
Detail-oriented customer service professional with extensive experience supporting commercial accounts, renewals, and policy changes. Skilled in communication, account management, and coordination with carriers and internal teams to resolve complex issues. Recognized for accurate processing, calm conflict handling, and dependable client follow-up.
Work History
Customer Service Representative
8 Years 6 Months- Managed policy service requests, including endorsements, billing questions, and certificate issuance for commercial clients.
- Resolved coverage and account inquiries by coordinating with carriers, producers, and internal service teams.
- Processed policy changes accurately within agency management systems and carrier portals.
- Supported renewals by gathering updated client information and preparing documentation for account reviews.
- Monitored correspondence queues to prioritize urgent requests and maintain timely client responses.
- Assisted clients with claims intake, status updates, and follow-up communication.
- 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.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
10 Years 4 Months- Maintained accurate account records, ensuring compliance with company procedures.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained accurate account records, ensuring compliance with agency procedures and carrier requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
High School Diploma
Skills
Customer service
Complaint handling
Problem resolution
Data management
Client relations
Product knowledge
Documentation
Data entry
Conflict resolution
Telephone etiquette
Active listening
Critical thinking
Account documentation
Professional telephone demeanor
Relationship building
Computer proficiency
Certification
- Licensed 220 Insurance agent
- AFIS certification (Agribusiness and Farm Insurance Specialist)
Timeline
Customer Service Representative
Insurance Office of America (IOA)
10.2017 - 04.2026Read More
Customer Service Representative
CNA Insurance Companies
05.2007 - 09.2017Read More
Lincolnview High School
High School Diploma
Read More