Customer Service Call Center

Lenore Perez

Lakeland, Florida ***** • 845-***-**** • ad5vef@r.postjobfree.com

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Accomplishments

I have finished a course in AIC ( Associates In Customer Service). I have my P and C license ( personal and Casualty insurance) for servicing and selling Auto, Home, mono line insurance. To keep my license I complete a Continuing Education course every 2yrs. Skills

Some MS Office Suite & Internet Explorer

Liberty Mutual Internal Applications

Paperwork Processing

Data Collection

Product Knowledge

Complaint resolution

Data Entry

Consultative Sales

Information Security

Computer Proficiency

Customer Education

Administrative Support

Problem Resolution

Product Sales

Product and service solutions

Lead Generation

Office equipment proficiency

Prioritization

Filing

Building rapport

Call Center Operations

Service standard compliance

Service Upselling

Call center experience

Active Listening

Follow-up skills

Documentation

Microsoft Outlook

Complaint Handling

Payment Processing

Escalation management

De-Escalation Techniques

Research

Work History

Customer Service Representative - CRC, 11/2015 to 10/2021 Liberty Mutual

Provides exceptional customer service by responding promptly to all inbound customer calls regarding Personal Insurance policies

Builds rapport with each customer

Listens to customers' requests and inquiries

Works to retain policyholders who inquire about canceling through open listening, negotiating, and policy review of customer issues

Demonstrates advanced understanding of all lines of Personal Insurance products with the ability to interpret and communicate complex contracts to customers Ability to identify, understand and interpret customer needs to implement resolutions and make recommendations for coverage enhancements or additional lines Exercise's initiative and independent judgment while researching and solving complex customer complaints and issues

Processes policyholder transactions accurately and within Customer Response Center established time standards

Understands aspects of billing systems as it pertains to policy coverage Identifies and communicates transactions and impact to policy premium Evaluates and makes decisions regarding exceptions to payment plan and fees Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements

Place's policy in follow-up and ensures adherence to arrangements specified Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results

Proficiently utilizes on-line reference materials to provide confident, accurate, and efficient Develops and maintains product, procedural and technical systems knowledge Completed licensing and continuing education requirements Uses expertise to actively participate in and lead LMS initiatives Consistently looks for opportunities to improve processes through root cause problem solving Provides leadership, coaching and technical/procedural knowledge to all service representatives within the site as needed

Participate in training of service representatives through job shadowing, work review, and coaching and feedback

Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internet

Enthusiastically supports and pilots new initiatives within the department Acts as a leader within the department for supporting change and office or department programs and contests

Performs additional duties as assigned.

Customer Service Specialist, 08/1998 to 11/2015

Liberty Mutual Insurance

Provide exceptional customer service by responding to all inbound customer calls and written correspondences

Handle walk-in customers

Build rapport with each customer

Actively listen to customers' requests and inquires Take ownership of every call received process to completion Proactively identify and communicate policy transactions and impact to customer billing Evaluate and make decisions regarding exceptions to payment plan and fees Make alternate payment arrangements

Manage and utilize time effectives to ensure department meets requires service levels for improved customer satisfaction results

Efficient in utilizing computer system and resolving customer request in a timely fashion Ability to work in varying work environments serving various roles Develops quotes and submits applications based on acquired risk information and customer requirements

Secure expiration dates for additional lines of insurance Quote, write and bind all Property & Casualty lines of insurance. Education

06/1981

Carmel High School - Carmel, Ny

Certifications

Fl Residence

All other states

Awards

Shining Star

Service Rep of the Month

Branch Service Excellence Bravo Award Computer

References

Furnished Upon Request

Training

AIC PCU Service Training

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