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Customer Service Insurance Agent

Riverview, FL
September 26, 2018

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Leon Gumbs

Location: Riverview, FL ***** – Email: – Phone: 813-***-****



Problem Solver

Active listening



Quick learner


Customer Support expertise


Microsoft Office Suites – including Excel, Word


TruGreen January 2018 to June 2018

Workforce Processor (Contract)

Process requests for scheduling using NICE IEX which included temporary and permanent schedule changes

Audit building (Excel) to keep record of the Agents attendance. Keep record of stats using google sheets

Handle the attendance hotline for agents being tardy or absent

Password changes and user ID updates were done using NICE IEX

Run the daily Intraday stats with the real timers to maintain the service level and KPI's (Key Performance Indicators)

Reason for leaving: Successfully complete assignment AAA Insurance (Auto Club Group) April 2016 to December 2017 Insurance Agent

Counsel/Advise members on their Insurance policy, educate about coverage and policy for both home and auto

Perform customer service duties, inbound service calls (average 40 calls per day), policy endorsements, bill payments and billing questions and also answer general insurance questions

Meet required metrics average call handling time (8 minutes), hold time (2 minutes), after call 2(minutes)

Reason for leaving: Better opportunity for career growth Laser Spine Institute June 2015 to March 2016

General Processor/Medical Processor

Administrative/Data Processing Accuracy of patient records for scheduled surgeries and cancellations on spreadsheet

(Microsft Excel), filing, scanning. Assist with updating medical records, backlogged, to current status

Reason for leaving: Successfully complete assignment Progressive Casualty Insurance Company February 2008 to August 2014 Customer Serivce Agent/Processor

Inbound phone calls on average of 70 - 120 calls per day

Call handling average time 5 minutes 40 seconds, after call work average 52 minutes per day

Cross-selling PHA (Progressive Home Advantage) an average of 2 sales a month

Offered product features and benefits to enhance customer experience

Processed policy endorsements, cancellations, payments, and state filings through correspondences (via phone, fax, mail, email)

Reason for leaving: Gap due to Unforeseen Family Obligation Home Depot Customer Contact Center July 2005 to January 2008 Data Processor

Review client orders placed on the online website and confirm delivery of products an average of 45 orders per day 225 orders per week.

Call Retailers for products on backorder and informed customers the estimated time when product would be in stock

Confirm orders through the home depot data base that would either be shipped to the store or customer's home

Reason for leaving: Company endorse transition due to department closure (with severance)

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