Serena Clark
Lakeland
Summary
Detail-oriented insurance professional with over one year of experience in customer service at GEICO, consistently maintaining strong performance metrics, including an 80% customer survey score. Known for building positive rapport with policyholders, resolving complex concerns, and ensuring accurate documentation. Seeking to transition into a Fraud or Claims role to apply investigative thinking, attention to detail, and strong problem-solving skills in protecting customers and company interests.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Insurance Agent
GEICO
Lakeland
03.2025 - Current
- Maintain an 80% customer satisfaction survey score through professional and efficient service
- Build strong rapport with policyholders to resolve concerns and de-escalate challenging situations
- Review policies and verify customer information to ensure accuracy and compliance
- Document customer interactions thoroughly and follow company procedures
- Identify discrepancies and escalate concerns appropriately
- Manage high call volumes while maintaining attention to detail and service quality
- Collaborate with team members and leadership to resolve complex customer issues
Server/Bartender
Longhorn Steakhouse
Lakeland
12.2020 - 10.2023
- Delivered excellent customer service in a fast-paced environment
- Maintained accuracy while handling payments and customer requests
- Built strong customer relationships that encouraged repeat business
- Resolved customer concerns quickly and professionally
- Collaborated with kitchen staff to ensure timely food delivery.
- Handled guest inquiries and complaints with professionalism and care.
- Provided excellent customer service to ensure satisfaction.
- Provided exceptional service to high volume of daily customers.
Deli Associate
Publix Super Markets
Lakeland
07.2017 - 02.2020
- Collaborated with team members to manage inventory levels effectively.
- Provided consistent customer service and maintained product accuracy
- Managed inventory and ensured compliance with safety standards
- Resolved customer concerns while maintaining professionalism
- Stayed calm and professional in situations and resolved conflicts to customer satisfaction.
Ride Along
Polk County Ride Along
Lakeland
08.2019 - 08.2019
- Observed traffic stops and terminologies used in the field.
- Assisted in collecting facts to prepare incident reports viewed reports on arrests made 5/9/19, 6/24/19 and, 9/13/19.
- Rode along with Polk County Sheriff to assess daily performance and help implement corrective situations
Kid Counselor
Ymca
Lakeland
06.2017 - 10.2018
- Performed site evaluations, customer surveys and team audits.
- Improved customer satisfaction by finding creative solutions to problems.
- Kept kids' club facilities neat, clean and safe with regular attention to upkeep needs.
- Administered first aid to injured children and assessed need for parents or medical care.
- Delivered fun, exciting activities to keep children entertained and happy.
- Managed required paperwork consistently, including completing medical releases and reporting on any notable incidents.
- Assisted children in developing fine motor skills in preparation of preschool and kindergarten.
- Kept children safe and secure at all times.
- Identified concerns and signs of emotional or developmental problems and discussed issues with management and families.
- Communicated with parents or guardians about daily activities, behaviors and upcoming events.
Hostess
Harry's Seafood Bar & Grill
Lakeland
03.2017 - 04.2018
- Monitored dining area to assess server capacity and accurately estimate wait times.
- Supported management by helping resolving customer service and food-related issues to maintain guest satisfaction.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Answered customers' questions about hours, seating, current wait time and other information.
- Stayed on top of server availability and table turnover to make accurate decisions about seating locations.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Stayed abreast of server availability and table turnover to make quick decisions about seating locations.
- Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
- Operated POS terminals to input orders, split bills and calculate totals.
Education
Bachelor of Science - Criminology
Polk State College
Winter Haven, FL 10.2021 - 04.2023
Associate of Arts - Criminology
Polk State College
Lakeland, FL 08.2019 - 03.2021
Skills
- Attention to Detail
- Investigative Thinking
- Documentation Accuracy
- Problem Solving
- Conflict Resolution
- Customer Communication
- Policy Review
- Time Management
- Compliance Awareness
- Team Collaboration
Timeline
Insurance Agent
GEICO
03.2025 - Current
Bachelor of Science - Criminology
Polk State College
10.2021 - 04.2023
Server/Bartender
Longhorn Steakhouse
12.2020 - 10.2023
Associate of Arts - Criminology
Polk State College
08.2019 - 03.2021
Ride Along
Polk County Ride Along
08.2019 - 08.2019
Deli Associate
Publix Super Markets
07.2017 - 02.2020
Kid Counselor
Ymca
06.2017 - 10.2018
Hostess
Harry's Seafood Bar & Grill
03.2017 - 04.2018