Tiffany Cook
Grand Rapids
Summary
Seeking a position in Agent Licensing (ELG); accomplished DMV Reporting Team SME and Senior Service Advocate at Farmers Insurance, I leveraged strong analytical skills and exceptional communication to enhance team performance and customer satisfaction. Innovated processes for efficiency and trained employees. Developed process improvements to increase productivity and accuracy.
Overview
17
17
years of professional experience
Work History
DMV Reporting Team SME
Farmers Insurance
06.2016 - Current
- Performed liability verification reporting tasks to the state DMV's, keeping the company and our customers in compliance with state regulations
- Improved team performance by implementing effective communication strategies and fostering a collaborative work environment.
- Introduced innovative solutions for enhancing workplace efficiency and productivity, leading to a noticeable improvement in overall team performance.
- Trained onboarding employees on the various DMV Team functions
- Performed quality assurance audits on outgoing documents and transmissions
- Served as a liaison among reporting analysts, processors, process owners, and underwriters
Senior Service Advocate
Farmers Insurance
01.2008 - 06.2016
- Assisted agents with underwriting, processing, and navigation of Farmers Express website via email and phone communications.
- Supported team members, fostering a collaborative and productive work environment.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained detailed knowledge of company products and services to provide accurate information to clients.
- Assisted in training new employees, sharing best practices for achieving success as a Service Advocate.
- Documented calls accurately, maintaining organized records for future reference or escalation purposes if needed.
Education
Associates in General Insurance-AINS
The Institutes
Associate of Arts - Business Administration
Grand Rapids Community College
Grand Rapids, MI12-2028
High School Diploma -
Grant Public Schools
Grant, MI06-1999
Skills
- Strong analytical skills
- Training and mentoring
- Exceptional communication
- Team management
- Innovative thinking
- Process improvement
- Microsoft office
- Task prioritization
- Employee training
- Attention to detail
- Business ethics
Timeline
DMV Reporting Team SME
Farmers Insurance
06.2016 - Current
Senior Service Advocate
Farmers Insurance
01.2008 - 06.2016
Associates in General Insurance-AINS
The Institutes
Associate of Arts - Business Administration
Grand Rapids Community College
High School Diploma -
Grant Public Schools
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