Winnie Maina

ad49wx@r.postjobfree.com 203-***-**** https://www.linkedin.com/in/winnie-maina-

SUMMARY

Customer Service Associate with 2 years of experience; adept at resolving policyholder issues and exceeding service level agreements. Proven track record in boosting renewal rates by 20% through strategic follow-ups. Proficient in CRM systems, ensuring accurate record-keeping and data integrity. WORK EXPERIENCE

DCT LLC Dallas, Texas

Customer Service Representative Feb 2023 - Mar 2024

• Addressed policyholder inquiries and resolved issues, effectively communicating insurance products and services while consistently meeting or exceeding service level agreements in a high-volume setting.

• Implemented a targeted follow-up strategy for policy changes, updates, and renewals, ensuring accuracy, compliance with company guidelines, and timely processing of requests, resulting in a 20% increase in renewal rates.

• Utilized CRM system to maintain accurate and detailed records of customer interactions, transactions, and inquiries, ensuring data integrity and accessibility for future reference and analysis.

• Collaborated closely with cross-functional teams, including underwriting, claims, and sales departments, to streamline communication channels and resolve customer concerns efficiently, resulting in a 30% reduction in escalations and improved overall customer satisfaction. Green Bay Packaging Inc. Dallas, Texas

Customer Service Associate Jan 2022 - Jan 2023

• Streamlined the customer claims process by guiding claim initiation, facilitating information collection, and liaising with adjusters, leading to a 15% reduction in resolution time and improved customer satisfaction.

• Conducted thorough policy reviews with customers, explaining coverage, terms, and conditions in detail, and offering personalized recommendations to meet their insurance needs, resulting in a 25% increase in cross-selling and upselling opportunities.

• Processed orders, returns, and exchanges accurately and efficiently, utilizing company systems and procedures to ensure timely fulfillment and customer satisfaction.

• Implemented customer feedback mechanisms to gather insights and identify areas for improvement in service delivery, leading to the implementation of new customer service initiatives that resulted in a 15% increase in customer retention rates.

EDUCATION

Liberty University

Bachelor of Applied Science, Public Administration Lynchburg, Virginia

SKILLS

Customer Relationship Management (CRM) Software • Data Entry • Communication • Problem Solving • Time Management • Multitasking • Technical Proficiency • Active Listening • Empathy • Conflict Resolution