Customer Support Call Center
Resume:
INSURANCE UNDERWRITER
SAMANTHA
BARRERA
***************@*****.***
Fort Worth, TX 76133
CONTACT
SKILLS
• Customer Support
• Customer Relations
Customer Relationship
Management
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• Organization
• Underwriting
• Microsoft Suite Proficient
• Complaint Handling
• Account Management
• Database Maintenance
• Trend tracking
• Call center experience
• Critical Thinking
• Microsoft Excel
• Problem Resolution
• Client Relations
• Documentation
• Quality Control
• Conflict Resolution
Accomplished in enhancing customer relationships and resolving complex issues, I excelled at GEICO, achieving a #2 regional performance ranking in 2022. Expert in underwriting and CRM software, my blend of analytical prowess and customer support skills significantly contributed to maintaining GEICO's standing as a leading insurance provider. PROFESSIONAL SUMMARY
November 2016 - Present
Internet Service Representative
GEICO, Richardson
February 2016 - November 2016
Senior Support Services Representative
CSC, Irving
October 2013 - September 2014
Sales Agent/Team Lead and Trainer
OPTUM, Richardson
EXPERIENCE
Handle all internet service customers including chat (two at a time) and email
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Problem solving and analytical thinking while using underwriting guidelines, and following state insurance department regulations for the 43 states
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Continued training of products and best practices to keep GEICO as one of the number one Insurance providers in the U.S
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Ranked #2 regionally in 2022 and #25 Nationwide regarding performance helping to contribute to gross earnings for the company in the billions
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As Senior representative I handle escalated calls from consumers regarding a multitude of potential items including but not limited to billing issues, claims and agent allegations
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I work as a frontline contact not only for escalation calls but for frontline reps who need additional support or need questions answered
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Work and collaborate with various teams such as management, underwriting in new business, claims examiners and accounting.
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During the June to February 2016 seasonal period I worked as a top producing sales agent in addition to mentor
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Act as mentor to a team of 32 licensed insurance sales agents which includes being an expert in the field and being able to answer questions and handle escalated customer issues in a timely manner
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Train classes with 15-20 licensed professionals anywhere from 2-4 weeks
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• Call Management
Customer Relationship
Management (CRM)
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• Product Sales
• Complaint resolution
• Microsoft Office Suite
• Sales closing
• Call Center Operations
• Spreadsheets
• Escalation management
• Project management abilities
• Report Preparation
• Quality Assurance Controls
• CRM Software
• Brand representation
September 2014 - March 2016
Senior Agency Producer
Farmers Insurance, Corinth
August 2011 - October 2012
Business Systems Analyst
EPSILON, Irving
February 2008 - August 2011
Loyalty Marketing Administrator
KIMPTON HOTELS & RESTAURANTS, San Francisco
As Senior Agency Producer I managed two other agency producers to close deals to contribute to company income
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Work closely with my producers and my marketing coordinator to strategize and create sales plans and marketing plans to maximize production
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Consult and collaborate with the business owner to create weekly, monthly, quarterly and yearly plans to keep the business profitable
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Large focus on consumer needs and customer satisfaction to maintain high retention.
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Writing business requirements for the Visa Extras loyalty platform, with specific focus on the website including functionality and consumer usabi
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Focus on analytics and performance on the site and custom reporting using data from multiple sources from the platform as well as email marketing in order for key stakeholders to make informed decisions
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Management over the Visa Extras Microsites project- A project that utilized the full SDLC and worked directly with the client from requirements, to development, demo implementation and production implementation and analytics.
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Handle create, copy direction, quality assurance and content management on all email marketing and Kimpton InTouch pages to assure customer satisfaction, usability and profit
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Liaison between multiple vendors, the marketing communications team, legal and other key stakeholders on email marketing, both content and creative
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Managing the ecommerce and marketing calendar to ensure deliverables and deadlines
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Analysis of the loyalty program using multiple tools to create various dashboards, monthly and ad hoc reports.
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CERTIFICATIONS
• Train the Trainer
• General Lines, Property Casualty and Life and Health
Contact this candidate