Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Timeline
Generic

SANDY R. HAY

Dublin,OH

Summary

Dynamic professional with a proven track record at Branch Insurance, excelling in customer service and problem resolution. Recognized for empathetic communication and attention to detail, I effectively managed high call volumes while enhancing customer satisfaction. A continuous improvement driver, I foster team collaboration to optimize service delivery and support client needs.

Overview

8
8
years of professional experience

Work History

Home Care Provider

Family Members
Plain City, OH
01.2025 - Current
  • Administered medication and monitored client health status regularly.
  • Provided personal care assistance to clients in daily living activities.
  • Collaborated with healthcare professionals to create care plans.
  • Performed light housekeeping tasks including vacuuming, dusting, laundry, and meal preparation.
  • Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.

Member Support Specialist II

Branch Insurance
08.2023 - 10.2024
  • Identified and escalated potential issues to relevant departments for prompt resolution.
  • Served as liaison among billing, technical support, sales, and marketing to address customer escalations.
  • Contributed to development of training materials for staff enhancement.
  • Participated in team meetings, providing insights to improve customer experience across touchpoints.
  • Engaged as member of online chat/SMS team for real-time customer assistance.
  • Leveraged product and service knowledge to assist customers, increasing upsell opportunities.
  • Assisted clients in navigating policy options and understanding coverage details effectively.

Claims Member Support Specialist II

Branch Insurance
01.2023 - 06.2023
  • Worked as 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 professional demeanor and providing accurate information to each caller.

Member Support Specialist

Branch Insurance
11.2021 - 06.2023
  • Member of policy verification team project, SME/Super User Team, Chosen to run auto increase specialty project
  • Training project member -scripted role plays
  • 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.


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

Some College (No Degree) - Business

Columbus State Community College
Columbus, OH

Some College (No Degree) - Property & Casualty Insurance

Hondros College
Westerville, OH

Some College (No Degree) -

Miami University
Hamilton, OH

Skills

  • Continuous improvement driver
  • Organizational skills
  • Attention to detail
  • Oral communication
  • Time management
  • Productivity optimization
  • Team collaboration
  • Effective interpersonal communication
  • Customer service
  • Compassionate support

Personal Information

Title: Property & Casualty Agent

Accomplishments

  • Brancher of the month -Claims
  • Elected to be part of the training team for new hires
  • Elected to be part of the Super User Team

Timeline

Home Care Provider

Family Members
01.2025 - Current

Member Support Specialist II

Branch Insurance
08.2023 - 10.2024

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

Some College (No Degree) - Business

Columbus State Community College

Some College (No Degree) - Property & Casualty Insurance

Hondros College

Some College (No Degree) -

Miami University

Similar Profiles

CREATE PROFILE