Customer Service Experience

Christina Mendenhall

Richmond, VA 832-***-****

www.linkedin.com/in/christina-buccello-mendenhall-74161532/ *********.**********@*****.***

Customer Service

Licensed insurance agent with broad experience in personal lines, account management, and customer retention. Strong work ethic with a focus on creating a positive customer experience. Detail oriented, highly organized, and an effective communicator.

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EZLynx

Vertafore PL Rater

TAM Insurance Software

Agency Management System (AMS360)

Microsoft Office

Certifications

Virginia Producer (Property & Casualty, Health, Life & Annuities) Valid through 2026

Experience

Relation Insurance: Laufer Group, Yorktown, VA 2022-2025

Account Coordinator

Quoted personal line policies with Progressive, Nationwide, American Modern, and Travelers for Account Managers to refine coverage and decrease premiums for client retention

Managed an additional book of business of over 150 clients by reviewing policies for potential discounts and updating insured information on their policies

Completed insurance carrier underwriting requests for existing clients by reviewing carrier reports, obtaining required information from the insured, and submitting proof of compliance to carriers to retain policies

Migrated agency flood policies with Wright Flood or Assurant over to Selective

Identified cross sell opportunities for life, flood, and other coverages that led to new policy sales

Handled escalated customer concerns by understanding the client’s situation, providing a resolution, and following up with client to ensure customer satisfaction

Trained new customer service specialists on processing policy changes and client billing inquiries

Client Service Specialist

Managed non-standard carrier policies for over 100 clients by ordering renewal documents, sending policy documents to the clients, and verifying that premiums were paid for the new policy term

Processed policy changes and assisted clients with billing inquiries

Responded to incoming calls by explaining details of policies offered, answering coverage questions, and providing claim information to clients

Directed and prioritized inbound customer communications for personal line agents

MOMENTUM INSURANCE AND FINANCIAL SERVICES, The Woodlands, TX 2020-2021

Client Service Specialist

Processed policy changes for clients and assisted with billing inquires with Progressive, Travelers, and Safeco

Secured payments and answered billing inquiries

Reviewed coverage and bound updated policies for clients for client retention

Initiated cross sell opportunities for life, flood, and other coverages that let to policy sales

RISE ASSOCIATION MANAGEMENT GROUP (CONTRACT), Houston, TX 2020

Insurance Administrator

Worked with condominium managers and unit owners to gather requirements for commercial policy coverages

Prepared Certificates of Insurance for condominium associations

Managed condominium association files for management group using SharePoint

Completed and submitted applications for commercial policy renewals

THE WOODLANDS FINANCIAL GROUP, The Woodlands, TX 2020

Inside Sales Support Agent

Processed policy changes with existing customers and discussed coverage options

Quoted and bound policies through Travelers, Safeco, and Progressive for the company’s independent agents

Managed client policy files for multiple agents using EZLynx

Facilitated customer payments and answered billing inquiries

NATIONWIDE – KURTIN INSURANCE AND FINANCIAL SERVICES, Houston, TX 2019-2020

Customer Service Representative

• Provided customer support for home and auto insurance policies. Responded to inquiries, processed policy changes, and researched billing issues.

• Identified customers’ insurance needs and promoted appropriate services.

• Generated cross sell opportunities for life, flood and other coverages that led to policy sales

• Managed client policy files for multiple agents using EZLynx

NATIONWIDE – NOLTENSMEYER INSURANCE SERVICES, Sugarland, TX 2017-2019

Customer Service Representative

• Provided customer service for home and auto insurance. Responded to inquiries, processed policy changes, and researched billing issues.

• Managed insured policy files for several agents using Agency Management System (AMS360)

• Identified customers’ insurance needs and promoted appropriate services.

• Initiated cross sell opportunities for life, flood, and other coverages that resulted in policy sales

Education

Bachelor of Science, The Ohio State University, Columbus, OH

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