Customer Service Representative

Joy T. Conklin

Rockledge, FL 321-***-**** **************@*****.***

Professional Summary

** ***** ** ******* ************ expertise in Insurance Processing Support and Hospitality Management. Proficient in providing exceptionally friendly and accurate customer service in all fields.

Professional Experience

Appointed Customer Service Representative January 2022 – September 2024

RRL INSURANCE/ACRISURE PARTNER

MELBOURNE, FL

Answer switchboard and routing to proper extensions as necessary.

Monitoring front entrance and allowing access as appropriate for employees & customers. Serving walk-in customers as necessary.

Multitasking to provide administrative and customer service policy support.

Monitor driver email accounts, pull MVR’s and repress driver request through system. Forward Florida drivers and process though EPIC system.

Customer Advocate February 2021 – October 2021

SPARK IT SERVICES, LLC

MUSKOGEE, Oklahoma (Remote position)

Answer company switchboard for Corporate and 6 regional offices and route calls as appropriate.

Provide remote Customer Service support as needed. Call customers for Quality Assurance follow-ups post-service.

Assist customers with placing support tickets as needed.

Take Credit Card payments from customers as needed.

Customer Service Representative July 2020 – September 2020

SPHERION STAFFING / MAXIMUS - FOR FLORIDA DOH (Remote position)

Call pandemic- possible patients with proprietary Florida DOH “Genesis” system to advise of negative test results.

Maintain HIPAA standards at all times to support patient confidentiality needs.

Provide feedback to management as appropriate regarding functioning of system.

Participate in ongoing training – Johns Hopkins on-line classes for health emergency.

ASSISTANT UNDERWRITER May 2018 – October 2019

ALL TRANS RISK SOLUTIONS LLC

SATELLITE BEACH, FL

Process policy endorsements, cancellations, reinstatements & non-renewal notices.

Coordinated invoicing for agents, ensuring timely payments and enhancing financial accuracy through close collaboration with All Trans accounting.

Appointed Assistant Underwriter, July 2013 – May 2018

5 STAR SPECIALTY PROGRAMS

MELBOURNE, FL

Process endorsements, cancellations & reinstatement notices.

Verify premium finance notices and log in Concept system. Verify cancellation notice with finance company to check status.

Update information on drivers as needed.

Assistant Underwriter, March 2013 – July 2013

FIRST FLORIDA INSURANCE

MERRITT ISLAND, FL

Supported the efficient operation of a small insurance office by assisting the agent in managing daily tasks, which improved customer service efficiency.

Deal with insureds on telephone, in person, and via fax to provide quotes for automotive and home owner’s insurance products.

Provide quote, policy information, and policy packages s as requested.

Insurance Processor / Assistant Underwriter, Aug 2002 – Sep 2011

APPOINTED 5 STAR SPECIALTY PROGRAMS

MELBOURNE, FL

Worked in Underwriting Support / Policy Services group 2002-2007, supported all aspects of multi-faceted commercial insurance business.

Worked with Concept, Lincoln General, and Duck Creek computer systems, supported Surplus Lines programs.

Worked in Tow Truck program with Swiss Re 2007-2011, provided support for large customer base nationwide.

Embarkation Representative, December 2006 – December 2007

CARNIVAL CRUISE LINES

PORT CANAVERAL, FL

Greet arriving guests and check guests in via proprietary Carnival software system.

Request necessary forms such as passport, immigration form, payment for Sail and Sign form.

Assist in other areas as requested by management including baggage, immigration, and debarkation.

Information Specialist / Insurance Data Processor, August 1996 – August 2002

APEX MANAGERS

ROCKLEDGE, FL

Enter data for new business applications. Process policy endorsements, cancellations, reinstatements & non-renewal notices and cancel-rewrite requests.

Conduct initial review of applications for JUA homeowner’s insurance, order inspection reports for new homeowner’s policies as needed.

Prepare proof of mailings where necessary for legal documentation of returns.

Front Desk Manager, February 1995 – August 1996

IMPERIAL COMFORT INN

MELBOURNE (VIERA), FL

Checked guests in and out, operated PBX switchboard for 134 room five-story property and Executive Conference Center using Choice (Choice 2001).

Promoted 06/95 to Front Desk Manager, additional duties of being Manager on Duty (MOD) for entire property as required, scheduling and evaluation of front desk personnel, ordering of required supplies for operation, handling of complaints/disputes between hotel & guests as required, and had frequent public contact in a public relations capacity.

Worked with Maintenance Manager and maintenance employees to handle facility related problems - coordinated staff response and speedy handling of problems in absence of Maintenance Manager.

Assumed duties of Reservations Manager in her absence - handled computerized mailing list distribution, managed accounting for King Center reservation packages, made daily reservations for guests, made group reservations, made conference room reservations, handled invoicing for King Center packages.

Handled dispute resolution between guests and hotel as needed.

Front Desk Manager, December 1984 – February 1995

DAYS INN

MELBOURNE, FL

Checked guests in and out, operated PBX switchboard for 235 room two story property using (Daypower 2010) system.

Promoted 12/90 to Front Desk Manager, additional duties of ordering required supplies.

Acted as night manager for property.

Handled dispute resolution between guests and hotel.

Scheduled front desk staff and assumed other duties as requested.

Education

Accounting & Bookkeeping, Vocational Certificate, Brevard Community College, 1993-1995.

Additional Skills

Skilled in Microsoft Office (Word, Outlook, Excel)

Typing WPM 55 (tested at CareerSource Brevard)

Superior customer service skills

Skilled in all office equipment (Switchboard/Multi-line Telephones, Copier, Fax, Scanner)

Certifications

FLORIDA COLLEGE, MELBOURNE, FL

4-40 Customer Service Representative – Florida License class

State of Florida License W104958. License (11/2024 – 1/2025)

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