Susan Aggson
Phoenix,AZ
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Virtual Property Adjuster
Farmers Insurance Company
11.2021 - Current
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Researched claims and incident information to deliver solutions and resolve problems.
- Developed effective techniques to mitigate losses.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Used Xactimate to compile estimates for personal property and structure damage.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Service Advocate
Farmers Insurance Company
02.2020 - Current
- Responded to customer requests for products, services, and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Specialist
Consumer Cellular
01.2018 - 02.2020
- Resolved concerns with cell phone products and services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers on company systems, form completion, and access to services.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Detailed payment options and explained price, receipt and billing details to customers.
Assistant Manager/Stylist
Great Clips Salon
04.2013 - 01.2018
- Updated client records and maintained client confidentiality.
- Answered phone calls and emails to schedule client appointments.
- Attended hair shows, classes and seminars to stay up-to-date on latest trends.
- Consulted with clients on current trends and offered advice on flattering cuts and styles.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Scheduled employees to maintain adequate coverage during business hours.
- Cut and styled hair for both male and female customers of all ages according to individual preferences and latest styles.
Education
No Degree - Cosmetology Education/License
San Diego City College
San Diego, CAHigh School Diploma -
Point Loma High School
San Diego, CASkills
- Active Listening
- Tact and Diplomacy
- Conflict Resolution Techniques
- Critical Thinking
- Strong Telephone Etiquette
- Strong Interpersonal Skills
- High-Volume Environments
- Good Listening Skills
- Customer Support
Timeline
Virtual Property Adjuster
Farmers Insurance Company
11.2021 - Current
Service Advocate
Farmers Insurance Company
02.2020 - Current
Customer Service Specialist
Consumer Cellular
01.2018 - 02.2020
Assistant Manager/Stylist
Great Clips Salon
04.2013 - 01.2018
No Degree - Cosmetology Education/License
San Diego City College
High School Diploma -
Point Loma High School
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