Stephanie Layland
Minneapolis ,MN
Summary
Dedicated Customer Service Representative skilled in delivering exceptional support and resolving inquiries efficiently. Strong communication and problem-solving skills foster positive customer relationships and enhance satisfaction. Committed to improving team performance by sharing knowledge and best practices in customer service operations.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Senior Customer Experience Representative
Root Insurance
Remote , MN
2026.04 - Current
- Advised customers on tailored coverage options and policy features to meet individual needs.
- Created and presented quote options to empower customers in their decision-making process.
- Established rapport and trust during inbound calls to enhance customer relationships.
- Execute financial transactions and coverage changes with precision and compliance.
- Exceeded monthly KPIs and service metrics established by business unit.
- Maintain active personal lines license while ensuring compliance with continuing education requirements.
Freelance Contractor
Multiple Clients
Minneapolis, MN
2025.01 - 2026.03
- Coordinated project timelines and deliverables across multiple client engagements.
- Managed client communications to ensure clarity and alignment on project goals.
- Developed detailed project plans using industry-standard tools and methodologies.
- Transported food and goods to clients' locations, ensuring timely and reliable delivery.
- Assisted clients with errands, transportation, and household projects to enhance daily living.
Personal Lines Placement Specialist
SIA of The Great Lakes
2023.08 - 2024.11
- Reviewed personal lines applications and issued policies.
- Generated quotes and processed changes, cancellations, and payments.
- Mastered navigation of insurance carrier websites and portals to efficiently access policy information and submit requests.
- Completed daily premium and accounting reports.
- Facilitated team communications and coordinated projects while working remotely.
Customer Service Representative
Allstate Insurance
Brooklyn Park, MN
2020.05 - 2023.08
- Resolved customer inquiries about billing, claims, and policies across multiple channels, enhancing customer satisfaction.
- Built rapport with customers through active listening, empathy, and personalized interactions
- Identified root causes of escalations and provided effective resolutions, reducing future incidents.
- Processed policy changes and transactions with accuracy using internal CRM.
Insurance Producer/ Retention Specialist
American Family Insurance
Maple Grove, MN
2018.01 - 2020.04
- Achieved monthly sales targets consistently by implementing effective sales techniques and strategies
- Increased customer retention rate by proactively contacting clients at renewal to present alternative options aligning with their evolving needs
- Educated clients on insurance products tailored to individual needs and risk profiles, enhancing informed decision-making
- Quoted and prepared personal and commercial policies, ensuring compliance and client satisfaction
Certified Medical Assistant
Hennepin County Medical Center
Minneapolis, MN
2014.09 - 2017.11
- Assisted physicians and nurses in providing patient care, including taking vital signs, collecting specimens, and administering medications
- Performed basic laboratory tests such as blood draws, urinalysis, and EKGs with precision and adherence to safety protocols
- Prepared examination rooms by sterilizing equipment and ensuring availability of necessary supplies
- Educated patients on medication instructions, post-treatment care, and preventive measures to promote overall wellness
Education
Associate of Applied Science - Medical Assisting
National American University
Roseville, MN2012-06
Skills
- Customer engagement strategies
- Call center expertise
- Virtual customer support
- Microsoft Office proficiency
- Data entry accuracy
- Attention to detail
- Time management
- Conflict resolution
- Communication skills
Certification
- Insurance Producer License
Timeline
Senior Customer Experience Representative
Root Insurance
2026.04 - Current
Freelance Contractor
Multiple Clients
2025.01 - 2026.03
Personal Lines Placement Specialist
SIA of The Great Lakes
2023.08 - 2024.11
Customer Service Representative
Allstate Insurance
2020.05 - 2023.08
Insurance Producer/ Retention Specialist
American Family Insurance
2018.01 - 2020.04
Certified Medical Assistant
Hennepin County Medical Center
2014.09 - 2017.11
Associate of Applied Science - Medical Assisting
National American University