Overview
Work History
Skills
Timeline
Generic

Thomas Kelly

HUBBARD

Overview

9
9
years of professional experience

Work History

Customer Service Representative - CRC Retention

Liberty Mutual
04.2024 - Current
  • Write new business personal lines policies for Prudential customers
  • Rewrite personal lines policies to save business, when customers move to a new state, when customers need a spinoff policy, or any other need for a rewrite.
  • Handle escalated calls as part of the resolution team.
  • Assist peers that call the assist line with questions on procedures or systems.
  • I am part of the VNE escalation support team where we handle supervisor escalations. I make calls to customers that request to speak with a supervisor to help resolve their issue, make business decisions regarding escalated situations for things like non-pay reinstatements.
  • Assist customers with policy changes, cancellations and billing via incoming phone calls.
  • Maintain a high level of efficiencies to allow for a high volume of daily call handling.
  • Handle calls related to complex billing situations.
  • • Generate leads for sales to provide additional policies and coverages to benefit our customers.



Quality Analyst

Liberty Mutual
06.2021 - 09.2023
  • Analyzed quality and performance data of offshore vendor processes that included Liberty Mutual personal lines and product, Safeco and No Fault Florida Litigation claims.
  • Collaborated with Vendor Operations to improve processes and assisted with creation and maintenance of process standard work.
  • Distributed quality related feedback to the offshore vendor team to improve processes and increase productivity.
  • Collaborated in team huddles and vendor huddles to identify trending results and areas of opportunity.
  • Assisted in the transition of multiple personal lines, product and Florida litigation claims processes from the onshore team to the offshore team.
  • Developed job aids to assist the quality team in reviewing the processes of the offshore team.

Customer Service Specialist - Policy & Production

Liberty Mutual
07.2019 - 06.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns related primarily to the RightTrack telematics program.
  • Delivered customer satisfaction through proactive first contact resolutions of customer issues by drafting professional and concise communications that could be easily interpreted when troubleshooting complex issues.
  • Work independently in a work at home environment while achieving higher than team average efficiencies and production.
  • Collaborate with outside vendor partners and partners ensuring we maintain a healthy relationship while working together to address shortcomings in shared products.
  • Collaborate with teammates to identify any trends in RightTrack communications from customers.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Customer Service Representative - CRC

Liberty Mutual
12.2015 - 07.2019
  • Assisted customers with policy changes, cancellations and billing via incoming phone calls.
  • Maintained a high level of efficiencies to allow for a high volume of daily call handling.
  • Handled escalated customer calls on the Service Assist Team where I would use the information given to find a resolution with both the business and customer needs in minds
  • Achieved mastery level understanding of CRC processes and procedures which allowed me to effective and efficiently assist peers through the Service Assist Line.
  • Handled calls related to complex billing situations.
  • Generated leads for sales to provide additional policies and coverages to benefit our customers.

Skills

  • Microsoft Office Suite
  • Smartsheets
  • Teamthink
  • Liberty Mutual systems: CSW, CF, CBS, SLQT, RIS, eService, Phoenix
  • Safeco systems: PCR, PST
  • Salesforce
  • Claims Navigator
  • Active personal lines insurance license
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry

Timeline

Customer Service Representative - CRC Retention

Liberty Mutual
04.2024 - Current

Quality Analyst

Liberty Mutual
06.2021 - 09.2023

Customer Service Specialist - Policy & Production

Liberty Mutual
07.2019 - 06.2021

Customer Service Representative - CRC

Liberty Mutual
12.2015 - 07.2019

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Thomas Kelly