Remote Insurance Customer Service Specialist

Angela Williamson

Midlothian, TX 972-***-**** ******@*****.***

PROFESSIONAL SUMMARY

Results-driven Remote Customer Service Professional with 14+ years of experience in high-volume call center environments within the insurance and financial services industries. Proven track record of exceeding performance metrics including Average Handle Time (AHT), First Call Resolution

(FCR), Customer Satisfaction (CSAT), and Quality Assurance (QA). Adept at resolving complex customer issues, processing sensitive transactions, and delivering exceptional service in fast-paced remote environments.

CORE COMPETENCIES

Call Center Metrics (AHT, FCR, CSAT, QA) Remote Customer Support High-Volume Call Handling Insurance Policy Support Payment Processing Conflict Resolution Quality Assurance

Training & Development Workflow Optimization Systems Testing PROFESSIONAL EXPERIENCE

Tata Consulting Services – Workflow Specialist (April 2018 – October 2024)

• Managed 70–100+ inbound calls daily in a high-volume remote call center while consistently meeting or exceeding AHT and CSAT goals.

• Served as primary point of contact for insurance-related inquiries, policy explanations, and payment processing with high accuracy.

• Achieved strong First Call Resolution (FCR) by effectively resolving complex client issues on initial contact.

• Supported Bank of America clients by addressing complex insurance concerns and ensuring compliance with service standards.

• Trained and mentored new hires, improving onboarding success and team performance.

• Collaborated with Quality Assurance teams to maintain high QA scores and improve customer experience.

• Provided real-time troubleshooting support to agents, reducing escalations and improving workflow efficiency.

• Participated in system testing and business continuity planning to ensure operational efficiency. Transamerica – Licensed Insurance Agent (July 2010 – April 2018)

• Handled high-volume inbound calls while maintaining strong performance across AHT, QA, and customer satisfaction metrics.

• Educated customers on life and health insurance policies, improving understanding and retention.

• Processed payments and handled confidential information with accuracy and regulatory compliance.

• Assisted with claims-related inquiries, providing timely and accurate support.

• Supported Quality Assurance initiatives by monitoring and evaluating calls to improve service delivery.

• Assisted in training and mentoring new employees in both virtual and in-person environments. CERTIFICATIONS

General Lines Life and Health Insurance Agent (Texas)

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