Shaina Gibson
Molino,FL
Summary
Customer Service Representative handling insurance policy changes, payments, quoting, and receptionist support in fast-paced office settings. Manages multi-line phone systems, insurance changes, and policy reinstatements while supporting auto and home customers with billing questions and quotes. Brings calm client communication and accurate data entry across daily office tasks.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Sales Development Representative
Camping World
Fort Pierce, FL
05.2026 - 09.2026
- Qualified customer leads through phone outreach and routed interested prospects to the appropriate sales team.
- Maintained accurate customer records and updated contact details in CRM systems after each interaction.
- Handled incoming calls professionally and resolved routine questions about products, services, and next steps.
- Supported account follow-up tasks to keep customer information current and communication timely.
- Tracked lead status and appointment details across daily outreach activities to support consistent sales follow-up.
- Coordinated customer callbacks and noted key conversation details for future sales conversations.
- Documented customer questions and service requests to support accurate handoff between departments.
- Used active listening to identify customer needs and recommend appropriate next actions.
- Managed multi-line phone coverage while balancing inbound calls and scheduled follow-ups.
- Entered customer information accurately into office systems to support sales and service workflows.
- Maintained organized records of contacts, follow-ups, and scheduled appointments for team visibility.
- Responded to basic customer requests with clear, courteous communication and timely status updates.
Customer Service Representative
Dave Reed Insurance
Pensacola, FL
10.2023 - 01.2024
- Resolved 90% of customer requests on first contact across policy changes, billing inquiries, and payment processing.
- Handled 10-15 customer interactions per day while providing prompt support for policy questions and service requests.
- Processed payments, handled billing-related updates, and completed data entry in Salesforce accurately.
- Quoted auto and home policies, completed policy change processing, and supported policy servicing requests.
- Reinstated policies, managed account updates, and covered receptionist duties with clear communication.
Account Manager
John Kizziah State Farm
Pensacola, FL
06.2023 - 09.2023
- Answered phones, routed questions, and delivered courteous service across a multi-line phone system.
- Prepared quotes and processed auto applications with attention to detail and consistent follow-through.
- Supported account management tasks by organizing customer records, scheduling appointments, and maintaining office workflow.
- Resolved billing questions and policy updates using CRM tools to keep customer information current.
Administrative Assistant/Customer Service Representative
Florida Farm Bureau Insurance
Pensacola, FL
02.2018 - 11.2018
- Answered calls, filed records, and managed receptionist duties to keep the office organized and responsive.
- Processed insurance policy changes and billing inquiries with clear communication and accurate data entry.
- Supported customer retention through professional account management and appointment scheduling.
CNA - Certified Nursing Assistant
Arcadia Health and Rehabilitation Center
Pensacola, FL
09.2017 - 02.2018
- Assisted residents with eating and meal-time needs, promoting comfort and dignity throughout each shift.
- Helped residents dress and maintain personal hygiene with careful, respectful hands-on support.
- Provided steady assistance with daily living routines to support resident comfort and independence.
- Reinforced a calm, dependable presence for residents during routine care and shift transitions.
- Maintained consistent attention to resident needs while supporting a clean, orderly care environment.
Customer Service Representative
Sitel
Andalusia, AL
03.2016 - 06.2016
- Booked hotel rooms and coordinated appointment scheduling details across caller requests.
- Resolved billing inquiries and answered property questions with clear, professional phone support.
- Recorded caller details in data entry systems and kept payment information organized for follow-up.
Administrative Assistant/Customer Service Representative
Florida Farm Bureau Insurance
Pace, FL
07.2014 - 03.2016
- Managed phone calls, receptionist duties, and appointment scheduling to keep front office coverage organized.
- Entered customer information and maintained organized files to support accurate records and timely account updates.
- Processed insurance policy changes and other account updates, coordinating details with customers and internal staff.
Education
High School Diploma - undefined
Northview High School
Bratt, FL05-2014
Skills
- Customer service
- Account management
- Data entry
- Appointment scheduling
- Salesforce
- Insurance policy servicing
- Policy change processing
- Billing inquiry resolution
- Payment processing
- Receptionist duties
Personal Information
- Title: Administrative Assistant/Account Manager/CSR | Organized, Detail-Oriented, Customer-Focused
- Work Permit: Authorized to work in the US for any employer
Certification
4-40 Customer Service Representative (P&C)
Additional Information
Authorized to work in the US for any employer
Timeline
Sales Development Representative
Camping World
05.2026 - 09.2026
Customer Service Representative
Dave Reed Insurance
10.2023 - 01.2024
Account Manager
John Kizziah State Farm
06.2023 - 09.2023
Administrative Assistant/Customer Service Representative
Florida Farm Bureau Insurance
02.2018 - 11.2018
CNA - Certified Nursing Assistant
Arcadia Health and Rehabilitation Center
09.2017 - 02.2018
Customer Service Representative
Sitel
03.2016 - 06.2016
Administrative Assistant/Customer Service Representative
Florida Farm Bureau Insurance
07.2014 - 03.2016
High School Diploma - undefined
Northview High School