Tracey Viera
Lakeland,FL
Summary
An experienced insurance professional with a well-established background in customer and agent support, data accuracy, policy management, and ensuring adherence to organizational standards. Detail-oriented, solutions-focused, adept at multitasking and meeting deadlines.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Travelers
Knoxville, TN
06.2022 - Current
- Addressed customer inquiries through phone and email communication.
- Assisted customers with policy information and claim processes.
- Documented customer interactions in the CRM system accurately.
- Educated clients on coverage options and policy changes effectively.
- Provided support during high-volume periods to maintain service levels.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Updated databases with new and modified customer data.
Customer Service Representative
Pennie
Harrisburg, PA
09.2021 - 06.2023
- Reviewed policy documents for compliance and accuracy.
- Assisted clients with inquiries regarding coverage options and benefits.
- Educated clients on policy terms and conditions effectively.
- Collaborated with other departments to provide accurate information about products, pricing, policies.
- Processed changes in insurance policies and periodically reassessed client needs.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Developed appropriate quotes based on risk information.
Assistant Store Manager
Karen Millen
Short Hills, New Jersey
07.2016 - 03.2018
- Assisted in managing daily store operations and retail activities.
- Trained and supervised sales associates on customer service techniques.
- Coordinated visual merchandising to align with brand standards.
- Implemented inventory management procedures to maintain stock levels.
- Supported the implementation of promotional campaigns and events.
- Monitored sales performance and provided feedback to improve strategies.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
High School Diploma -
Linden High School
Linden, NJ06-2009
Some College (No Degree) - Criminal Justice
Grantham University
Lenexa, KSSkills
- CRM documentation
- Effective communication
- Conflict resolution
- Data entry
- Active listening
- Multitasking and organization
Languages
Spanish
Professional
Timeline
Customer Service Representative
Travelers
06.2022 - Current
Customer Service Representative
Pennie
09.2021 - 06.2023
Assistant Store Manager
Karen Millen
07.2016 - 03.2018
High School Diploma -
Linden High School
Some College (No Degree) - Criminal Justice
Grantham University