SERENA SAUNDERS
State Farm
Frostproof,FL
8
years of professional experience
Friendly and efficient Customer Service Representative devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding company standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled and able to see the need of others and to be prepared to help in any way.
Work History
Claim Associate
3 Years 4 Months- Reviewed and processed insurance claims to ensure compliance with company policies and regulations.
- Coordinated communication between clients, agents, and adjusters to facilitate timely claim resolutions.
- Analyzed claim documentation for accuracy and completeness, identifying discrepancies for further investigation.
- Assist customers navigate frustrating situations with ease.
Team Leader
7 Years 11 Months- Ensure hands and counters are sanitized and items used throughout the day are fully stocked and always available for use Handle the position given that day with care and detail, ensuring that each guest's order is filled with the quickest and friendliest service.
- Train new associates and ensure that they are following company procedures and guidelines Process payments and refunds for guests.
- Answer questions regarding products and pricing.
- Promote new products Created a trainer's guide for trainers and trainees.
- Check to ensure everything has been sanitized and well stocked properly for opening the next day
- Established and maintained open, collaborative relationships with kitchen team to maximize efficiency.
Optical Assistant
5 Years 7 Months- Improved fit of patients' eyeglasses and complete repairs when needed.
- Assisted patients in finding the best eyeglasses that suit their prescription, face, and lifestyle.
- Sell and recommend eye-wear products, merchandise, and services in retail and clinical setting in order to drive company revenue and meet a patients' needs.
- Investigated and resolved customer complaints in regards to their vision and eye-wear.
- Adjust and repair eye-wear to improve patient comfort and vision.
- Verify insurance coverage.
- Ordering patient glasses and filing Insurance.
- Coordinating information to labs and to patients
- Improved outcomes by educating patients about how to use and care for corrective lenses.
- Verify eyeglass prescriptions with a lensometer
Education
High School Diploma
Skills
Leadership
Customer Service
Detail oriented
Punctual
Effective communication
Self-Starter
Quality assurance
Employee coaching
Issue troubleshooting
Interests
Teaching/Training
Music and Performing Arts
Creative Journaling
Timeline
Claim Associate
State Farm
04.2023 - CurrentRead More
Optical Assistant
Eye Specialists of Mid Florida
01.2021 - 2023Read More
Team Leader
Chick-Fil-A
09.2018 - 2021Read More
Harrison School for the Arts
High School Diploma
Read More