Yvonne Mills
Calera,AL
Summary
Experienced and adaptable Account Specialist with a proven track record of effectively addressing customer concerns and inquiries. Proficient in accurately documenting details and preparing necessary documents. Dedicated to delivering helpful answers and relevant information to ensure client satisfaction and retention.
Overview
2025
2025
years of professional experience
Work History
Evaluator (TWA)
State Farm
08.2024 - Current
- Provide prompt support and address employee' inquiries through Teams, ensuring clear communication and timely resolution of any issues.
- Research and compile material to present in huddles to enhance the teams' development and goals aligned with the company.
- Assist colleagues in analyzing complex situations and guide them in identifying the most effective solutions.
- Contribute insights and effective solutions to ensure timely resolutions regarding Supervisor escalations.
- Lead team huddles aimed at expanding employees' knowledge base, promoting skills development, and encouraging knowledge sharing within the teams.
Care Center Specialist III (ASR,QSS,CRT)
State Farm
07.2021 - 08.2024
- Attend to incoming complex request through the QSS platform.
- Handle CRT escalations from the chat and phone representatives when they are unable to resolve the issue directly.
- Perform extensive research in regards to missing payments, explanation of billing and breakdowns.
- Provide resolution to the agency partners by email and/or phone.
- Create manual breakdowns for the agency partners to assist in providing clear understanding of the billing to the customers.
SFPP Account Specialist
State Farm
07.2021 - 08.2024
- Maintained same responsibilities of an Account and Senior Account Representative.
- Independently provide resolutions to the agency partners.
- Built a stronger knowledge base by up-skilling in specialty areas such as review slips to increase my responsibilities in my current role.
- Continue performing account and policy maintenance from complex system generated work assignments.
SFPP Senior Account Representative
State Farm
2019 - 07.2021
- Received inbound calls from agency partners.
- Directly handled more complex issues regarding billing.
- Built a strong knowledge base in order to independently assess the information and relay it to agency partners to properly equip them to be able to successfully explain to the customers.
- Collaborate with other departments within the company to assist in determining the best resolution for the agency partners.
- Performed account and policy maintenance from complex system generated system.
SFPP Account Representative
State Farm
05.2018 - 2019
- Handled incoming calls from agency partners and other departments within the company to provide assistance with low-complex requests for customers.
- Performed account and policy maintenance from low complex system generated work assignments.
Education
Some College (No Degree) - Psychology
T.A. Lawson State Community College
Birmingham, ALSome College (No Degree) -
University of Alabama At Birmingham
Birmingham, ALSkills
- Quality Control
- Account Updating
- Customer Support
- Problem-Solving Skills
- Verbal and Written Communication
- Answering Questions
- Resolving Issues
- Gathering Information
Timeline
Evaluator (TWA)
State Farm
08.2024 - Current
Care Center Specialist III (ASR,QSS,CRT)
State Farm
07.2021 - 08.2024
SFPP Account Specialist
State Farm
07.2021 - 08.2024
SFPP Account Representative
State Farm
05.2018 - 2019
Some College (No Degree) -
University of Alabama At Birmingham
SFPP Senior Account Representative
State Farm
2019 - 07.2021
Some College (No Degree) - Psychology
T.A. Lawson State Community College
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