Customer-Focused Administrative & Insurance Professional

Leslie Helms

Locust, NC ***** +1-704-***-**** **********************@*****.***

Professional Summary

Deficated customer-focused professional with a strong background in high volume, fast paced call center work environment across many sectors via on-site or remote. Known for delivering exceptional client experiences, managing high-volume tasks with precision, and supporting business operations through effective communication, organization, and problem-solving. Adaptable across industries with a proven track record of efficiency and service excellence. Work Experience

Construction Administrative Assistant

Associated Renovations and Flooring Mint Hill, NC June 2023 to Present

• Manage daily administrative and operational tasks including ordering, scheduling, invoicing, A/R, A/P and payroll.

• Serve as primary contact for client and vendor inquiries.

• Coordinate delivery and logistics for construction projects. Accounts Receivable Specialist

Blue Ridge Professional Property Services Boone, NC June 2024 to August 2024

• Oversaw invoicing, payment collection, and account reconciliation.

• Maintained accurate financial records and updated customer accounts.

• Posted customer payments daily.

Licensed Commercial Insurance Agent

Laurie Insurance Group, LLC Charlotte, NC

March 2023 to June 2023

• Delivered top notch customer service by efficiently making changes to policies, giving quotes, bound policies, and issuance of policies making sure customer needs are met and exceeded

• Utilized CRM software to track leads, manage client information, and schedule follow-up appointments / call backs

• Educated customers on policy coverages, exclusions, and premiums Licensed Insurance Account Manager

Joe Pomykacz State Farm Insurance Agency Matthews, NC April 2022 to February 2023

• Established and fostered customer relationships using top tier customer service and interpersonal skills by providing prompt and accurate information

• Processed policy changes, endorsements, and cancellations accurately and efficiently

•Schefuled appointments and with agent regarding annual reviews Credit Service Representative W@H

Sychrony Financial Charlotte, NC

September 2019 to February 2022

• Assisted customers via inbound calls with Belk and Lowe’s Home Improvement credit card account inquiries, disputes, fraud, rewards and payments

• Exceeded handle time metrics of 3 minutes or less, 92% of the time

• Achieved high level of quality while answering 70~80 calls per day

• Conducted credit card limit increase approvals and denials Online Chat Representative

Red Ventures Fort Mill, SC

February 2015 to June 2019

• Launched new chat platform and conducted up to eleven chats simultaneously navigating multiple computer programs which led to a 97% transfer rate

• Qualified perspective customers shopping for various insurance products with brand named insurance carriers and transferred to sales floor

Patient Advocate

Express Scripts Tampa, FL

October 2009 to December 2014

• Achieved world class customer service by supporting and educating members, insurance carriers, and physician offices with pharmacy benefits by handling inbound calls, resolving issues with mail-order prescriptions, coverage, and claims

• Facilitated with prescriptions mail orders for members

• Documented each customer interaction in CRM system and maintained patient information per HIPPA regulations

• Resolved an average of 50+ customer inquiries daily, achieving a 98% satisfaction rate Professional Support Staff

The Hartford Charlotte, NC

February 2006 to September 2009

• Filed WC mandatory filings with each state

• Reduced three error reports by 70% in approximately six months saving the company and customers on state fines

• Selected to assist in writing the procedural manual for easy transition for outsource company that took over Sr. Customer Report Administrator

Allstate Insurance Charlotte, NC

August 1991 to December 2005

• Managed a high volume of inbound phone calls from customers seeking assistance in filing initial claim report for home or auto losses; first point of contact for loss report

• Provided exceptional customer service by actively listening to customer concerns and resolving issues in a timely manner

• Accurately maintained and documented customer interactions and inquiries in the CRM system for future reference

• Maintained detailed records of all interactions, correspondence, for transactions related to each claim

• Incresed overall satisfaction by assisting customer with finding and scheduling auto repair shops, rental car companies, and home repair contractor

Education

Property and Casualty Insurance (Online course)

Insurance Educators Remote

May 2022 to June 2022

Medical Assisting / Medical Terminology (Class)

Stanly Community College Locust, NC

August 2009 to January 2010

Accounting (Class)

Central Piedmont Community College Charlotte, NC August 1990 to May 1991

Skills

Digital / Computer literacy Accounts payable and receivable management Active listening / Attention to detail HIPAA / Confidentiality Adaptable / Flexible / Coachable Teamwork / Collaboration Customer service Data entry / Typing / 10-Key Customer relationship building CRM systems Excellent Communication (written and verbal) Analytical / Critical Thinking Phone communication Time management / Organization / Multitasking Customer support, focus, follow up, de-escalations and retention Insurance / Banking Administrative / Clerical / Office skills Research / Documentation Insurance knowledge (claims, sales, servicing, verification) Live chat Languages

English

Certifications and Licenses

Property and Casualty Insurance Producer License

June 2022 to August 2026

Additional Information

Authorized to work in the US for any employer

Hobbies

Drag-racing

(IHRA, NHRA, PDRA)

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