Tina Hoang
Garden Grove,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
Work History
Insurance Customer Service Representative
Farmers Insurance
01.2021 - Current
- Resolved customer inquiries efficiently, ensuring timely and accurate information delivery.
- Managed policy changes and updates, enhancing client satisfaction through streamlined processes.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and implemented strategies to improve response times for client concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed policy changes with attention to accuracy and timeliness.
- Managed over 30 customer calls a day
- Property & Casualty License #0I79394
Insurance Customer Service Representative
Auto Insurance Specialist
08.2014 - 01.2021
- Providing excellent customer service over the phone for personal lines clients
- Answer incoming customer service calls in order to service and maintain existing accounts
- Building rapport and provide high-level customer service in a fast paced, structured environment
- Offering and educating customers regarding insurance needs and provide estimates to the customer in order to increase or add coverage
- Researching, analyzing and responding to customer policy inquiries and changes, as well as explain specific coverage and billing questions
- Quoted additional lines of insurance, prepare and complete insurance applications, as well as follow up on necessary information
- Excelled in pre-defined individual performance objectives based on productivity and customer satisfaction
- Property & Casualty License #0I79394
Wedding & Gift Registry Advisor
Macy’s
05.2014 - 08.2014
- Exceeded in registry and home store sales goals by executing Stores Own Sales through MAGIC selling.
- Delivered quality registries by effectively leveraging all existing and new emerging gift registry technologies.
- Contributed to overall home sales by actively working with couples, gift givers, and customers as the Home Lifestyle/Gift Registry expert.
- Mentor soft home selling associates on how to best serve the couple and their guests.
- Provided training to ensure the couple’s unique bar code is captured for all WGR purchases.
- Presented product features and benefits with registering couples by understanding, using, and promoting vendor QR codes, on-line reviews and social media apps (i.e. Pinterest, Instagram, Facebook, etc.) as well as other new and emerging apps and tools.
- Mentored team members to enhance product knowledge and customer service skills.
Life Insurance Agent
First Financial Security, Inc.
12.2013 - 08.2014
- Initiated marketing events to create leads for our key product model.
- Established 10 appointed insurance carriers on the Ward’s 50 Companies in Life & Health Insurers.
- Daily administrative duties on computer and phone with FFS headquarters and clients.
- Organized a new instruction manual for newly trained team members for passing the PSI exam for insurance licensees.
- License #0179394
Cosmetologist
Natural Nails
06.2006 - 12.2013
- Excellent knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Strong ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
- Excellent communication skills and ability to perform for people and deal directly with the public.
- Able to develop constructive and cooperative working relationships with others, and maintain them over time.
- Treating nails to repair or improve strength and resilience by wrapping, or providing treatment to nail biters.
- Advising clients on nail care and use of products and colors.
- Assessing the condition of clients' hands, remove dead skin from the hands and massage them.
Education
Bachelors of Science - Health Sciences
West Texas A&M University
Canyon, TX12.2013
Skills
- Fluent in Vietnamese (Reading, Writing, and Speaking)
- Proficient in Microsoft Word, Excel, and PowerPoint
- Typing 45 words per minute
- Ability to work well in a team setting
- Speaks persuasively and articulately
- Listens carefully and accurately
- Customer service
- Call center experience
- Reading comprehension
- Teamwork and collaboration
Timeline
Insurance Customer Service Representative
Farmers Insurance
01.2021 - Current
Insurance Customer Service Representative
Auto Insurance Specialist
08.2014 - 01.2021
Wedding & Gift Registry Advisor
Macy’s
05.2014 - 08.2014
Life Insurance Agent
First Financial Security, Inc.
12.2013 - 08.2014
Cosmetologist
Natural Nails
06.2006 - 12.2013
Bachelors of Science - Health Sciences
West Texas A&M University