C l i e n t S e r v i c e s S p e c i a l i s t

216-***-****

ad1ac5@r.postjobfree.com

Cleveland, OH

Kristi Mooney

C R E D E N T I A L S

University of Arizona Global

College, 2019 - Present

Yellow Belt – Six Sigma

2018 – 2019

Cuyahoga Community

College, 2008 - 2010

W O R K E X P E R I E N C E

AGENCY CONTRACT MANAGEMENT SPECIALIST

Farmers Insurance I Independence, OH I 2013 - 2023 Act as frontline support to insurance agents & agencies to onboard them as distributors of Farmers Insurance products and services and to support them through on-going technology, process, contract, and/or compliance changes. Notable Accomplishments:

• Improved response time and quality of information provided to clients by creating a shared library of resources for team to refer to when receiving requests and questions from clients.

• Provided leadership to the team during the recent acquisition of Metlife by ensuring all teammates had access to and understood changes in processes and procedures and planned meetings for staff to learn and ask questions.

• Consistently met and/or exceeded SLA expectations; responded to three more clients monthly than the average specialist.

• Served on the leadership committee of the Women’s Inclusion ERG

(2018 - 2022) and on the DEI Committee for the Ohio/Michigan Territory (2019 - 2021). Responsibilities included planning volunteer and recognition events and presenting and facilitating DEI conversations.

Responsibilities:

• Resolve issues and questions from internal marketing reps and agents/agencies regarding client-facing system access, technology, contracts, terminations, and compliance to allow agents to successfully sell.

• Understand the customer’s needs and ensure their expectations are being met with the information and service provided in a timely manner.

• Identify trends in questions and issues being raised by customers and recommend ways to improve processes or communications to proactively resolve issues.

• Ensure compliance with department and company policies and procedures.

P R O F E S S I O N A L

S T R E N G T H S

Customer service

Process improvement

Communications

Team leadership

Meeting and event planning

Adaptable

T E C H N I C A L

S K I L L S

OneNote

SharePoint

Microsoft Office

Quick-It Meetings

Webinar tools

1

P R O F E S S I O N A L S U M M A R Y

Client services specialist experienced in providing superior customer service to both B2C and B2B clients. Innate team leader always looking for opportunities to simplify and improve processes. Achieves success in day- to-day responsibilities and willing to take on additional assignments to help the team succeed.

C l i e n t S e r v i c e s S p e c i a l i s t

216-***-****

ad1ac5@r.postjobfree.com

Cleveland, OH

Kristi Mooney

W O R K E X P E R I E N C E ( C o n t i n u e d . . . ) POLICY SERVICES ADVOCATE

Bristol West Insurance (Farmers Insurance) I Independence, OH I 2007 – 2013 Educated policy holders on their property and casualty insurance, answered their questions, resolved their problems, and offered new products and services applicable to their needs. Responsibilities:

• Process customer policy and account-related changes.

• Attain performance level standards as outlined for each objective.

• Stay current with company’s products and state laws/regulations.

• Identify customers’ needs and offer relevant products and services.

• Work alongside Insurance Agents and policyholders to supply knowledge and resolution. 2

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