Customer Service Client Support

DEBORAH TOWNSEND

n *******.**********@*****.*** n 708-***-**** n Riverdale, IL 60827

Professional Summary

Focused and dedicated insurance professional with 30+ years of experience delivering exceptional customer service and building long-term client relationships. Proven ability to lead teams, train new staff, and implement process improvements that boost efficiency and client satisfaction. Skilled in virtual communication tools, remote work coordination, and digital client support. Goal-oriented and detail-driven, adept at navigating complex insurance processes, resolving customer concerns, and ensuring compliance with policies and regulations. Strong expertise in generating new business, client retention, and remote service delivery. Core Skills

- Remote Team Management & Leadership

- Customer Relationship Management (CRM)

- Virtual Communication (Zoom, Microsoft Teams)

- Insurance Sales Strategy & Policy Knowledge

- Claims Processing & Analytical Problem Solving

- Client Onboarding & Digital Support

- Process Improvement & Workflow Optimization

- Conflict Resolution & Customer Retention

- Upselling & Cross-Selling Strategies

- Professional Networking & Business Development

- Time Management & Organization

Professional Experience

State Farm Insurance Park Forest, IL

Licensed Insurance Agent

June 2006 – February 2023

- Developed and implemented sales strategies that increased the market share of insurance products.

- Conducted detailed needs assessments to tailor coverage solutions aligned with client requirements.

- Processed policy changes, renewals, cancellations, claims, and related documentation accurately and efficiently.

- Provided expert guidance on billing inquiries, payment processing, and customer service issues.

- Researched and resolved complex underwriting issues, ensuring regulatory compliance and client satisfaction.

- Collaborated with remote teams and utilized digital platforms to provide seamless virtual client support.

Self-Employed Riverdale, IL

Sales Manager / Supervisor

January 1999 – February 2015

- Supervised and coached a team of sales representatives, delivering training and performance feedback to improve outcomes.

- Developed and executed sales strategies that expanded the business into new markets and boosted revenue.

- Built and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.

- Analyzed customer behavior data to identify trends and create actionable business plans.

- Monitored industry trends and competitor activity to maintain a competitive edge.

- Introduced remote-friendly processes that enhanced client communication and digital service delivery.

Gatling’s Funeral Home Chicago, IL

Customer Service Support

- Assisted clients with compassionate support and guidance during sensitive and emotional times.

- Facilitated effective communication between clients and service teams, ensuring needs were met with care and professionalism.

Contact this candidate