Customer Service Representative

KATHERINE BLAKE

**** ******* ***** ***** ● Cane Ridge, TN 37013 ● 615-***-**** ● Email: acb8kd@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Management professional with 20 years experience in customer service, customer support delivery and

department operations. Proven success in department turnaround, process improvement and contributing

to revenue growth. Team-based leadership style with excellent supervisory, analytical and problem-

solving skills. Expertise includes:

Customer Service & Retention Performance Reporting

Supervisory Skills Mentoring/Coaching

Leadership Training Confidentiality

PROFESSIONAL EXPERIENCE

WILLIS OF TENNESSEE, Nashville, TN 2006 to March 2013

Client Service Representative

Responsible for answering policy and coverage questions and consulting with clients on policy changes.

Assist Producers and Client Service Leaders with completing the steps necessary to close renewals.

Manage policy checking and delivery. Process certificates of insurance, premium breakdowns, auto ID

cards, premium audits, etc. Maintain accurate client database in agency management system. Manage

endorsements and audits. Timely respond to all e-mail, voicemail and suspense items. Ability to perform

multiple tasks simultaneously.

WAUSAU SIGNATURE AGENCY, Brentwood, TN 2005 – 2006

Account Service Representative

Served as primary contact for service requests such as policy changes, billing inquiries and responding to

coverage questions. Built and maintained relationships while assisting sales producers with key

information to acquire and retain a profitable book of business. Analyzed, audited and prepared insurance

proposals.

PODIATRY INSURANCE COMPANY, Brentwood, TN 1996 – 2004

Manager, Customer Service

Promoted and charged with restructuring the customer service department with a goal of

i ncreasing customer policy retention rate. Supervised eleven full-t ime and part-time

employees. Contributed to the increase in policyholders from 5,000 to 10,000 by

reorganizing and reassigning customer care tasks. H i red, t rained, disciplined and coached

associates and conducted performance appraisals.

KATHERINE BLAKE

1281 Bending Creek Drive ● Cane Ridge, TN 37013 ● 615-***-**** ● Email: acb8kd@r.postjobfree.com

EDUCATION AND TRAINING

● Associate of Science Degree, Paralegal Studies, Edmondson Jr. College, Nashville, TN

● Excelling As A Highly Effective Team Leader

● Coaching & Team-Building Skills for Managers and Supervisors

● Franklin Covey: “What Matters Most” Seminar

● Disney Institute in Florida: Customer Service Training

VOLUNTEER EXPERIENCE

Girls With Grace Leadership Development Program

In December 2010, I launched the Girls With Grace Leadership Development Program, designed for the

young at heart for girls between the ages of 12 to 16. Primary goal is to enrich, transform and empower

future generations by taking responsibility for the core values we instill in their lives. This is a members’

only program that includes bi-monthly group meetings along with planned activities designed to teach

young girls the importance of setting personal goals and the value of making informed decisions.

Big Brothers/Big Sisters of Middle Tennessee

The role of Big Sister is a commitment to be taken seriously by donating time and leadership skills to help

a child reach his/her full potential. National and local studies show that children who have role models

are more likely to improve in school and in their relationships with family and friends and are less likely

to skip school or use illegal drugs or alcohol.

Girls Inc. (YWCA of Nashville & Middle Tennessee)

Mentor after school program for middle school girls. Provide assistance with homework, Girls, Inc.

curriculum as well as inspire girls to be strong, smart and bold. Lead by example! Girls Inc. at the

YWCA of Nashville & Middle TN provides fun and exciting activities that encourage girls to take risks,

face challenges and build individual strengths.

Napier Elementary School

Volunteered as a one-to-one reading tutor with specific concentration on the five pillars of reading:

fluency, comprehension, phonics, phonemic awareness and vocabulary. The primary goal is to improve

the overall reading skills for struggling students.

Antioch High School

As of April 2013, the Girls With Grace program is offered two days a week during the Transition to

Advisory period to girls who have been nominated by Teachers and the Guidance Counselor. The

primary goal is to promote positive attitudes, stress the importance of academics and provide students

with the tools necessary to become confident young ladies.

Contact this candidate