Tara Knight
Farmersville
Summary
Adept at transforming challenges into triumphs, I leveraged critical thinking and Microsoft Outlook proficiency at Farmers Insurance Company to enhance customer satisfaction and reduce case backlogs. My leadership not only improved team efficiency but also fostered a collaborative environment, driving significant improvements in service quality and resolution metrics.
Overview
18
18
years of professional experience
Work History
Resolution Manager
Farmers Insurance Company
09.2023 - 09.2024
- Improved customer satisfaction by efficiently addressing and resolving complex issues in a timely manner.
- Reduced case backlog through prioritization and effective time management strategies.
- Delivered regular reports on resolution metrics, providing valuable insights into areas needing improvement.
- Mentored junior team members, sharing knowledge and expertise to enhance their skills and performance.
- Conducted root cause analysis on customer disputes, resulting in the implementation of preventative measures.
- Analyzed data trends to identify recurring issues, leading to improved problem-solving techniques and resolutions.
- Established strong working relationships with key stakeholders, fostering a collaborative environment for issue resolution.
- Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
- Established team priorities, maintained schedules and monitored performance.
Customer Service Supervisor
Farmers Insurance Company
12.2019 - 09.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Customer Service Representative
Farmers Insurance Company
10.2006 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
West Carrollton High School
West Carrollton, OH05-2003
Skills
- Assertiveness
- Multitasking and organization
- Critical thinking
- Influencing skills
- Team building and leadership
- Training and mentoring
- Handling escalations
- Microsoft outlook
- Call monitoring
- Multitasking Abilities
Timeline
Resolution Manager
Farmers Insurance Company
09.2023 - 09.2024
Customer Service Supervisor
Farmers Insurance Company
12.2019 - 09.2023
Customer Service Representative
Farmers Insurance Company
10.2006 - 12.2019
High School Diploma -
West Carrollton High School
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