Customer Service Human Resources

Faith McCullough

**** ******* **, *********, ** *0238 678-***-**** ******************@*****.*** www.linkedin.com/in/faith-mccullough-6a2bbb1b4

Profile

Customer service professional with 15 years of experience and 7 years in the insurance industry, specializing in quality assurance, coaching, and mentoring. Known for delivering exceptional support and improving team performance. I bring a deep commitment to customer satisfaction, and team development, with a proven record of accomplishment for enhancing service quality and fostering growth through hands-on training and guidance. I have a burgeoning interest in Human Resources as that relates to discovering the best talent at the start of the employment process. Relevant Experience

BRIGHTWAY INSURANCE QUALITY COACH LICENSED INSURANCE ADVISOR

· Provide training and follow up for licensed advisors and non-licensed contract workers on understanding company systems and processes. Ensure that they are prepared to assist our clients effectively and accurately with an emphasis on providing excellent customer service. Provide tailored, constructive feedback to encourage growth while addressing performance areas. Conduct meeting with individual advisors, teams, and team leads to address any trends that have been identified while reviewing various reports. Based on the data from the reports, develop targeted improvement plans to strengthen advisors’ skills in identified areas of growth,

· Consistently exceed monthly service goals while maintaining a dispute level under 5% for all quality evaluations completed during a given month.

· Perform thorough audits to deliver accurate data, supporting strategic decisions on service enhancements and performance improvements.

· Provide support to the service center via inbound calls, emails, outbound calls, and chats to sustain service levels, ensuring consistent quality in my skillset.

· Set clear goals and provide actionable feedback to help advisors achieve their potential

· Create reports in Excel to track team performance metrics, created reference documents in Word for use with training classes.

· Facilitate efficient team communication and collaboration using tools like Slack and Teams, ensuring everyone stays connected and informed.

PROGRESSIVE INSURANCE INSURANCE SUPPORT REPRESENTATIVE

· Managed high volumes of inbound calls, ensuring policy accuracy and optimal coverage alignment with customer needs

· Improved customer engagement by delivering thorough policy explanations, increasing understanding and satisfaction

· Consistently exceeded performance metrics in a short amount of time, earning recognition as a top- performing team member

· Resolved customer complaints with effective de-escalation techniques to maintain positive interactions and deliver a positive customer experience.

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ENTERPRISE HOLDINGS CUSTOMER SUPPORT REPRESENTATIVE

· Managed a high-volume workload in a fast-paced environment, consistently maintaining efficiency and accuracy

· Addressed customer inquiries professionally, staying current on company processes and procedures through self-directed training

· Used policy management systems to accurately enter, update, and maintain customer information, ensuring error-free data management

· Provided personalized guidance on upgrades and related charges ensuring transparency.

· Earned two promotions within a brief period, recognized for exceptional performance and valuable contributions to the company.

Skills & Abilities

· Team Development and Motivation

· Conflict Resolution and Problem-Solving

· Performance Management

· Constructive Feedback Delivery

· Onboarding and Training

· Policy Management Software

· Data Entry and Account Management

· Communication Tools (e.g., Slack, Teams, Zoom)

· Effective Communication and Active Listening

· Customer Retention

· Multitasking in High Pressure Environments

· Individualized Performance Coaching

· Knowledge Sharing and Best Practice

Implementation

· Microsoft Office Suite (Word, Excel,

PowerPoint)

Certifications

Property and Casualty License GA License 3535647 FL License W910253 Notary Public GA Commision Expiration: March 2025

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