Customer Service Insurance

Andres Freites

*** ****** **.

Toronto, Ontario

Mobile: 647-***-****

**************@*****.***

Insurance Broker / Customer Experience / Sales

Over 10 Years of Experience in Insurance Industry

Polished, professional customer service rep offering:

Over ten years of experience providing customer support in insurance companies.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Professional Experience

Customer Service Agent

For local and international insurance companies

Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel.

Sales Representative

For local and international insurance companies

Handle customer inquiries, complaints, billing questions and payment extension/service requests, loss claims attention. Calm angry insureds, repair trust, locate resources for problem resolution and design best-option solutions.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Resolved a high average of inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)

Became the lead “go-to” person for particularly challenging cases as one of the company’s primary problem solver

Helped company attain the highest customer service ratings

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Education

High School Diploma

Insurance Related courses

Technical Risks – Munchener

Fire and Machinery Breakdown

General Insurance (USF&G)

Industrial Security

2nd Advance Course General Insurance – Swiss Insurance Training Centre,

Zurich, Switzerland

Work Teams Management

Supervisors Basic Course

Effective Interview

Solid Foundations

Analysis and Interpretation of Technical

and Administrative Management of

Insurance Companies

Technical Risks Training Course

Engineering Insurance and Applications

Swiss Re

Skills

Skill Name

Skill Level

Last Used/Experience

Call Center

Service Operations

Expert

Currently used/8 years

Customer Service

Expert

Currently used/8 years

Dispute Resolution

Expert

Currently used/8 years

Sales Lead Generation

Expert

Currently used/8 years

Canadian Red Cross Standard First Aid and CPR/AED Level C Card

Toronto Paramedic Services EMS, First Aid and CPR Certification

Toronto 2015 Parapan Am (Technology–Swimming) Volunteer Participant 60 hours

YMCA Newcomers Income Centre and Human Resources Volunteer work 300 hours

CDI College – Community Services

Ontario Private Security Guard Licence

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