Experienced, steadfast customer service representative committed to adding value to the business, providing a quality service experience and developing long-lasting customer relationships. Offering excellent interpersonal skills and knowledge of conflict resolution, able to lead a team of other customer service representatives. Trained/Expert at drawing out customer experience/feedback to advance the customer service processes as needed.

SKILLS

In-depth knowledge of insurance products and policy schedules

Friendly and professional demeanor

Excellent communication and interpersonal skills

Basic computer skills and knowledge of database software

High-level typing skills

Advanced knowledge of e-communication systems, telephone and call forwarding systems

Ability to remain calm in stressful situations

Ability to explain detailed policy concepts in a simple way

Expert in various quoting systems, Zendesk, Ezlynk, MS Teams, RingCentral and Zoom

Detail oriented and hold ownership to each task or challenge

Loyal to the long-term goals of the business and its client

Strong work ethic, where transparency and integrity are foremost

Dedicated to fostering a team atmosphere

Customer Service Work Experience

4/2021-1/2023 PolicyPro Houston, TX (Remote)

6/2004-4/2021 USAA San Antonio TX (Hybrid)

Professional Achievement

Customer Service Representative – Eighteen plus years of experience with several accolades for establishing new clients, as well as service to and maintaining existing clients. Focused on building lasting relationships with clients by listening to their needs and finding the most viable solutions.

Servant Leadership role – selected from a group of 50 colleagues to head the coaching program for new hires. Guided coaches and new hires throughout the onboarding process and during their probationary period. Assisted with presentations, scheduling classrooms, coaches, and content development for specialized states.

Head of Mentoring program – pairing mentors with mentees to bring out the strengths in participates and help with the development of strengths in new areas.

Coached/Served in the marital transition teams to uncover and understand what the client’s needs during this emotional time with sensitivity and empathy. This included separating auto, home, valuables, checking, savings, and credit cards. Following up with the other party to make sure they were not without protection as well.

Served on a Panel to help software developers build a program for the auto insurance application that was easier for both the customer and the representative.

Met and Exceeded production-based goals and individual metrics monthly. Encouraged regular feedback with leadership to continuously learn and share best practices with leadership and peers.

Training/Certification/Education

Completed an Associates in General Insurance from The American Institutes for Chartered Property and Casualty Underwriters

USAA Insurance sales department coaching program co-ordinate coaching of new hires, continued in the coaching role once these team members progressed in their careers. 20 team members

USAA MENTOR PROGRAM FACILITATOR 2019-2020

Selected and served as Program Coordinator for 15 Mentors and was assigned 5-10 new hires that I personally mentored during this assignment lasting well over 18 months

USAA Ambassador Award 2016 - monetary award and designation - Recognized for the development and implantation of presentations of soft skills, listening techniques, and contract specifics of different states

USAA Ambassador Award Dept Nominee 2011-2016 designation

USAA Elite Forces Bronze and Silver Recipient

Designation indicated excellence in exceeding customer sales and service goals and customer satisfaction feedback monetary award for selection

Community service/volunteer

Supported claims department during Hurricane Catastrophe to assist with pay outs on food spoilage claims

Season of Sharing delivering presents at nursing homes

Habitat for Humanity building playground

Contact this candidate