SANDY R. HAY
Property & Casualty Agent
Dublin,OH
Summary
Personable Member Support Specialist offering over 22 years of experience resolving account and service concerns for customers. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Focused on surpassing expectations and driving team success.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Member Support Specialist II
Branch Insurance
08.2023 - Current
- Proactively identified potential issues affecting members and escalated them to appropriate departments for swift resolution.
- Served as a liaison between internal departments including billing, technical support, sales and marketing when necessary to resolve customer escalations.
- Assisted in the development of training materials.
- Actively participated in team meetings, sharing insights on how to improve customer experience across various touchpoints within the organization.
- Member of the online chat/SMS team
- Leveraged knowledge of products and services when assisting customers with inquiries, contributing to increased upsell opportunities.
Claims Member Support Specialist II
Branch Insurance
01.2023 - 06.2023
- Worked as a liaison for members and adjusters to find resolution on their claim.
- Worked closely with adjusters
- Nominated by claims for Brancher of the Month.
- Developed strong relationships with members through empathetic communication and effective problem-solving skills.
- Proactively identified potential issues affecting members and escalated them to appropriate departments for swift resolution.
- Managed high call volumes while maintaining a professional demeanor and providing accurate information to each caller.
Member Support Specialist
Branch Insurance
11.2021 - 06.2023
- Member of policy verification team project
- Training project member -scripted role plays
- Chosen to run auto increase specialty project
- Member of SME/Super User Team
- Trained new hires - ride along calls for new hire classes
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Effective liaison between customers and internal departments.
Elderly Caregiver
Family Business
01.2020 - 09.2021
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
- Offered companionship and kindness to elderly patient.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Assisted client with daily living needs to maintain self-esteem and general wellness.
- Transported individual to events and activities, medical appointments and shopping trips.
- Entertained, conversed and read aloud to keep patient mentally alert.
CUSTOMER SERVICE REPRESENTATIVE
US SILICA
01.2018 - 07.2019
- Established managing accounts and working closely with customers to resolve their day to day requests, product availability and status of orders while building strong working foundations with external customers
- Process customer orders via phone, fax or email while maintaining accurate records
- Performed multitasking day to day operations via SAP
- Respond to customer inquiries about product pricing, availability and scheduled deliveries
- Work with purchasing and planning team to follow up on product and to expedite
- Work with multiple plants, warehouses and vendors to schedule shipments to meet customer requirements and expedites
- Process debits/credits and account reconciliations
- Resolve customer issues or concerns
Education
Business
Columbus State Community College
Columbus, OH 05.2009 - 05.2010
Some College (No Degree) - Property & Casualty Insurance
Hondros College
Westerville, OH 01.2002 - 05.2003
Business
Miami University
Hamilton, OH 05.1998 - 05.1999
Skills
Driver of continuous improvementundefined
Timeline
Member Support Specialist II
Branch Insurance
08.2023 - Current
Claims Member Support Specialist II
Branch Insurance
01.2023 - 06.2023
Member Support Specialist
Branch Insurance
11.2021 - 06.2023
Elderly Caregiver
Family Business
01.2020 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
US SILICA
01.2018 - 07.2019
Business
Columbus State Community College
05.2009 - 05.2010
Some College (No Degree) - Property & Casualty Insurance
Hondros College
01.2002 - 05.2003
Business
Miami University
05.1998 - 05.1999
Similar Profiles
MARK GIRESI, JR.MARK GIRESI, JR.
Sales Leader II at Branch InsuranceSales Leader II at Branch Insurance
Carrie HooverCarrie Hoover
Territory Manager at Branch InsuranceTerritory Manager at Branch Insurance
Shannon Shaw-MammoneShannon Shaw-Mammone
Member Support Specialist at Branch InsuranceMember Support Specialist at Branch Insurance
Jenna RobertsJenna Roberts
Property Claims Specialist- Remote at Branch InsuranceProperty Claims Specialist- Remote at Branch Insurance
Clement TomClement Tom
Equipment Engineer at Honda Development and Manufacturing of AmericaEquipment Engineer at Honda Development and Manufacturing of America