Tina Marie Kieffer
Brick,NJ
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills. Experienced in building long-lasting relationships with sales team members, customers and underwriters. Good communication, organizational and critical thinking skills. Proficient in TAM and AMS360
Overview
30
30
years of professional experience
Work History
Personal Lines Customer Service Manager
Gallagher
03.2004 - Current
- Handled account auditing, endorsements and invoicing.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Analyzed customer needs to provide customized insurance solutions.
- Monitored electronic activities closely.
- Serviced 250+ accounts on regular basis to maintain and increase revenue.
- Provided advice and counsel on personal lines matters.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Generated leads through cold-calling, networking and other outreach methods.
- Conducted annual reviews of existing policies to update information.
Personal Lines Customer Service Manager
Donald F Lapena & Associates
03.1994 - 07.2003
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Serviced 500 accounts on regular basis to maintain and increase revenue
Education
No Degree - Business Management
Brookdale Community College
Lincroft, NJNJ P&C & Health Insurance License - PC & Health NJ Insurance License
Insurance School
Neptune03.1997
High School Diploma -
Middletown High School North
Middletown, NJ06.1993
Skills
- Handling Escalations
- Complaint Resolution
- Account Management
- Sales Promotion
- Training and Mentoring
- Technical Support
- Product Knowledge
- Exceptional Telephone Etiquette
- Effective Workflow Management
- Problem-Solving
- MS Office
- Administrative Support
Timeline
Personal Lines Customer Service Manager
Gallagher
03.2004 - Current
Personal Lines Customer Service Manager
Donald F Lapena & Associates
03.1994 - 07.2003
No Degree - Business Management
Brookdale Community College
NJ P&C & Health Insurance License - PC & Health NJ Insurance License
Insurance School
High School Diploma -
Middletown High School North
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