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