Tyler Roberts
Meridian,ID
Summary
Customer relations professional prepared for impactful roles in client management. Proven ability to manage customer concerns and improve satisfaction. Reliable team collaborator with focus on flexibility and results. Skilled in communication and conflict resolution.
Overview
16
16
years of professional experience
Work History
Customer Relations Specialist I
Idaho SIF
07.2024 - Current
- I am responsible for responding to queries, resolving problems, and facilitating positive customer experiences for SIF’s policyholders and agents. Additionally, I support staff in Business Development, Claims, Safety Services, Premium Audit and Underwriting by handling customer referral requests, providing customer reports and updating customer records.
- Embrace SIF’s Core Values (Reliability, Innovation, Relationship Driven) by building and maintaining positive relationships with SIF’s stakeholders:
- Demonstrate Reliability by honoring commitments.
- Demonstrate Innovation by offering new and creative ideas to improve and streamline processes to benefit our stakeholders.
- Model Relationship Driven attributes by connecting and collaborating with co-workers and customers (both internal and external) to achieve SIF’s mission of providing a reliable and competitive source of workers’ compensation insurance for Idaho.
- Monitor telephone queues and field calls on topics relating to customer service, policy provisions, premium audit, safety services, collections, and general workers’ compensation.
- Review and respond to incoming messages from the shared email inbox and, as applicable, distribute to appropriate parties.
- Fulfill customer requests for policy documents including certificates of insurance, invoices, loss runs, experience modification worksheets and other materials.
- Reinstate policies within the small business premium threshold, based on established criteria.
- Support other customer service tasks and assignments, including but not limited to:
- Update and maintain policy information including address, billing schedule, Employer’s Liability Limits and estimated payroll.
- Prepare and send ownership forms.
- Collaborate with internal departments to resolve customer complaints, clarifying issues, identifying solutions, and expediting appropriate corrective actions.
- Provide clear explanations of rules, policies, and reasons for SIF actions.
- Train policyholders and agents how to access online resources such as policy documents, online payments, certificate tools, safety or marketing materials and SIFQuote.
- Document customer interactions in the customer relationship management (CRM) and other systems, including visits by Safety Services, Business Development and the Customer Relations team.
- Produce reports or exhibits for customers as well as Business Development, Safety Services and Premium Audit.
- Issue renewal specification emails/letters to secure updated payroll and information about policyholders’ operational changes.
- Follow up with policyholders for required documents such as Drug Free Workplace and owner coverage election forms.
- Collect and record customer contacts to keep the Customer Database up to date.
- Assist walk-in customers with their service issues and questions or to apply for coverage.
Independent Premium Auditor
Davies Group – Formerly Afirm Solutions
09.2019 - 07.2024
- As a premium auditor, I meet with my client’s policyholders onsite, virtually, or via the phone, usually at the end of the policy period to conduct a review of business operations, specific financial records such as payroll, sales and/or cost records, and to verify class codes assigned per industry and client standards as required by their insurance contract.
- Individually scheduling appointments with clients to conduct the premium audit and obtain necessary information
- Submitting audit reports via web-portal and AFIRM’s exclusive premium auditing software
- Contacting clients and communicating via phone, email, and face to face discussions
- Examining commercial businesses’ payroll and tax records
- Evaluating operational practices
- Adhering to customer requirements and quality standards
- Maintaining confidentiality and acting with integrity
Sales Development Representative
United Site Services
07.2022 - 01.2024
- As a sales representative for USS, I was responsible for handling the inbound sales volume for all tiers of customers, properly qualifying and managing each call to close orders, up-sell and cross-sell products. I also was required to have a clear understanding of company sales processes, the ability to identify customer ranking and potential, and the rules of engagement for handling sales.
- Demonstrate strong safety awareness and leadership to Identify potential customer growth opportunities for sales
- Expand awareness to educate, ask for referrals, identify new opportunities and develop account intelligence
- Handle daily calls effectively while adhering to assigned schedules
- Manage inbound emails and cases effectively
- Hold professionally engaging conversations over the phone and via email
- Coordinate with various departments to ensure customer requests are handled appropriately and timely. Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries & issues for all customers
- Work to revenue targets and KPI's as set by Supervisor
- Produce quotes and orders through Salesforce
Campus Safety Officer
Northwest Nazarene University
11.2020 - 07.2022
- As a campus safety officer, I provided personnel, equipment, and real property security in assigned areas. I also provided information, directions, and escort services as needed. Additionally, I would sometimes be assigned to work specific events, zones, or geographical areas.
- Patrol assigned areas on foot or in a vehicle to ensure personal, building, and equipment security.
- Examine doors, windows, and gates to determine that they are secure.
- Provide escort services for students, staff, faculty, and visitors to ensure they arrive safely at their destination.
- Provide public assistance, including lockout services and information.
- Watch for and reports irregularities, such as fire hazards, leaking water pipes, and security doors left unlocked; sounds alarm in case of fire or presence of unauthorized persons.
- Perform periodic checks of emergency call boxes and/or street lights to ensure proper functioning; reports malfunctions as required.
- Prepare routine, standardized reports.
- Drive an institutional vehicle, providing safe and efficient transportation to University community and visitors. Provide security functions for special events, including traffic control, parking, etc.
Batching Assistant/BIB Operator
Admiral Beverage Corporation
06.2018 - 01.2019
- Product Lab Testing
- Batch Preparation
- Time Management
- Tank cleaning
- Line operation for Bag In Box (BIB)
- Monitoring machinery such as a box erector, conveyer lines, bag filler, box sealer, coder, labeler, glue
- Pots, and palletizer.
- Trouble shooting line production issues.
Customer Service Representative
Valley Regional Transit
08.2016 - 06.2018
- Front-end customer service
- Maintain an extensive knowledges of different transit services, their eligibility criteria, and other policies and procedures
- Running daily reports for multiple transit services
- Customer-focused scheduling of rides
- Maintaining quality interpersonal relationships with coworkers and vendors
- Ensuring quality customer service
- Time management
Program Administrator
Harvest Transit
09.2016 - 09.2017
- Transporting elderly and disabled passengers to destinations throughout the Treasure Valley
- Maintain quality customer service and inter-personal relations with a diverse cross section of the community
- Use critical thinking skills to make quick decisions to be able to maneuver unforeseen driving complications
- Accurate record keeping
- Time management
- Supervising drivers including verifying timesheet adherence and pick up/drop off accuracy
- Communicating with drivers and support staff
- Monitoring customer satisfaction and driver quality
- Scheduling drivers and rides
- Project management
- Other duties as needed
Self-Reliance Specialist
State of Idaho Department of Health and Welfare
08.2014 - 07.2016
- Interviewing customers to determine eligibility for state assistance
- Maintain quality customer service and inter-personal relations with a diverse cross section of the community
- Maintain functioning knowledge of state policies and procedures to ensure adherence to program criteria
- Utilize multiple computer systems simultaneously
- Work specifically with the refugee population to ensure eligibility requirements continue to be met
Universal Banker
US Bank
03.2013 - 07.2014
- Completing general customer service transactions for banking customers
- Maintain quality customer service and interpersonal relations with a diverse cross section of the community
- Quickly assessing customer needs to offer products and services to enhance their banking experience
- Accurate record keeping
- Maintain exceptional money handling technique
- Open new accounts and services for customers when appropriate
Teller
Wells Fargo Bank
03.2009 - 03.2013
- Completing general customer service transactions for banking customers
- Maintain quality customer service and inter-personal relations with a diverse cross section of the community
- Quickly assessing customer needs to offer products and services to enhance their banking experience
- Accurate record keeping
- Maintain exceptional money handling technique
- Open new accounts and services for customers when appropriate
Education
No Degree - History
Northwest Nazarene University
Nampa, IDSkills
- Multi-line phone talent
- Complaint handling
- Customer relations
- Proficient in Microsoft Office
- Inter-department collaboration
- Research and due diligence
Timeline
Customer Relations Specialist I
Idaho SIF
07.2024 - Current
Sales Development Representative
United Site Services
07.2022 - 01.2024
Campus Safety Officer
Northwest Nazarene University
11.2020 - 07.2022
Independent Premium Auditor
Davies Group – Formerly Afirm Solutions
09.2019 - 07.2024
Batching Assistant/BIB Operator
Admiral Beverage Corporation
06.2018 - 01.2019
Program Administrator
Harvest Transit
09.2016 - 09.2017
Customer Service Representative
Valley Regional Transit
08.2016 - 06.2018
Self-Reliance Specialist
State of Idaho Department of Health and Welfare
08.2014 - 07.2016
Universal Banker
US Bank
03.2013 - 07.2014
Teller
Wells Fargo Bank
03.2009 - 03.2013
No Degree - History
Northwest Nazarene University
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