Customer Service Support

Taneisha S. Johnson

Philadelphia, PA

Phone: 267-***-**** Email: ***********@*****.***

Work Experience

MunichRe Insurance – Philadelphia PA

*/**** - *******; Senior Customer Support

Perform initial on-boarding of customers, customizing and implementing profiles, roles, security settings, sharing rules and program applications

Answering between 200-250 calls per day exceeding quota by 15%

Mentor and train junior team members as well as training peer team members to address skill gaps.

Provided prompt customer support with a professional, friendly, and patient attitude

Serve as the subject matter expert providing guidance and addressing challenges on work/ project management and collaboration with customers.

Proactively memorized over 50 company products and services

Completed customer insight reports and input over 12,000 units of sensitive data

Listen Diagnose, and resolve technical issues guiding users through step by step solutions Old Republic Insurance- Yardley, PA (Startup Company) 11/2018 - 5/2021 Operations Customer Specialist

Act as the primary customer advocate and management focal point for all customers and customer escalations

Defined customer service workflows

Demonstrate understanding of customer service tools and processes

Collaborate across departments to drive optimal productivity

Experience with metrics-driven objectives and achieving those objectives

Assists finance with customer related billing issues.

Delivers internal and customer business reporting

Educate customers on product features and benefits

Train new hires on processes and procedures

Document and maintain updates of new processes

Hartford Steam Boiler (Munich Re) – Wayne PA

11/2010- 11/2018 – Operations Training Team Supervisor

Collaborated with the President and Vice President on developing a Training Department

Played a role in hiring the Trainers for the department, writing the opening requisition, screened the applicants, interviewed selected applicants and selecting the best qualified

Created separate department metrics for each department; Customer Solutions, Policy Development, Underwriting Assistance & Quotes and Binders To track, compare and assess performance and processes 2/2005 - 11/2010 – Customer Solutions Specialist

• Answered multi phone lines assisting customers with inspection inquiries

• Scheduled Inspections

• Worked closely with the inspection team to ensure inspections are preformed

• Printed Inspection Certifications

• Handled escalated calls providing excellence customer service Taneisha S. Johnson

Philadelphia, PA

Phone: 267-***-**** Email: ***********@*****.*** Skills

Microsoft Office, Excel, Outlook,

Access, Adobe and SharePoint

Team Development Strategies

Employee Training

Customer Service

Project Implementation

Team Building

Communication skills

Tech Savvy

Data Organization

Patient & Empathetic

Operational Process

Development

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