Susan Mc Laughlin
Germantown,WI
Summary
My background consists of over 20 years experience in a customer service role as a liaison between clients/patients/insureds. Throughout my career, I have performed as an Underwriter Assistant, Independent Insurance Agent, Agency Assistant, and most recently, a Customer Service Agent.
I am experienced with handling customer inquiries and resolving issues promptly. I utilize effective communication and active listening to enhance customer satisfaction. I also have a proven ability to handle multiple tasks effectively and efficiently in a fast-paced environment.
Overview
14
14
years of professional experience
Work History
Customer Service Agent
R&R Insurance Agency
04.2022 - Current
- Demonstrate empathy in handling difficult situations, fostering trust and loyalty among insureds.
- Effectively manage escalations from dissatisfied insureds.
- Help large volume of insureds every day with positive attitude and focus on insured satisfaction.
- Demonstrate high attention to detail, organization and management of multiple tasks simultaneously.
Insurance Support Representative
EIG Investment Firm
04.2021 - 04.2022
- Handled the insurance administrative tasks of making sure forms were signed by the insured correctly.
- Meeting with insureds with the head of the insurance team.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
Administrative Therapy Specialist
ProHealth Care
06.2011 - 03.2021
- Followed all company policies and procedures to deliver high quality work.
- Verified insurance benefits or eligibility by calling insurance companies and checking several insurance portals, including T-19 healthcare plans.
- Determined the appropriate process for obtaining additional authorized visits prior to the patient's appointment.
Education
GED -
Notre Dame High School
Milwaukee, WI06.1986
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Team Player
- Dependable
- Adaptability
- Active Listener
Timeline
Customer Service Agent
R&R Insurance Agency
04.2022 - Current
Insurance Support Representative
EIG Investment Firm
04.2021 - 04.2022
Administrative Therapy Specialist
ProHealth Care
06.2011 - 03.2021
GED -
Notre Dame High School
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