Summary
Overview
Work History
Education
Skills
Timeline
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SANDY R. HAY

Licensed 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

2025
2025
years of professional experience
3
3
years of post-secondary education

Work History

Member Support Specialist II

Branch Insurance
7 2023 - 10.2024
  • Help large volume of customers every day with positive attitude and focus on customer satisfaction
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
  • Responded to customer calls and emails to answer questions about products and services
  • Handled complaints with prompt, courteous service to uphold professional reputation
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Senior Claims Support Specialist

Branch Insurance
01.2023 - 06.2023
  • Nominated by claims for Brancher of the Month
  • Analyzed and addressed escalated claims to resolve issues quickly
  • Researched and rapidly resolved client conflicts to maintain key accounts
  • Followed up with customers on unresolved issues
  • Developed and implemented strategies to improve claim processes
  • Collaborated with internal departments and external vendors to achieve fast resolution of claims.

Member Support Specialist

Branch Insurance
11.2021 - 01.2023
  • 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 hire associates
  • Provided primary customer support to internal and external customers
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
  • Resolved concerns with products or services to help with retention and drive sales
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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

Columbus State Community College
Columbus, OH
05.2009 - 05.2010

Casualty Insurance

Hondros College
Westerville, OH
01.2002 - 05.2003

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Miami University
Hamilton, OH
05.1998 - 05.1999

Skills

    Excellent Organizational Skills

    Strong attention to detail

    Good oral communication skills

    Excellent time management skills

    Always operating to highest productivity

    Team player

    Can communicate with people at all levels

Timeline

Senior Claims Support Specialist

Branch Insurance
01.2023 - 06.2023

Member Support Specialist

Branch Insurance
11.2021 - 01.2023

Elderly Caregiver

Family Business
01.2020 - 09.2021

CUSTOMER SERVICE REPRESENTATIVE

US SILICA
01.2018 - 07.2019

Columbus State Community College
05.2009 - 05.2010

Casualty Insurance

Hondros College
01.2002 - 05.2003

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Miami University
05.1998 - 05.1999

Member Support Specialist II

Branch Insurance
7 2023 - 10.2024

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SANDY R. HAYLicensed Property & Casualty Agent