Empathy-Driven Insurance Customer Service Pro

Tina Lepage

Utica, NY

Recruiter Notes

Tina is an empathy driven customer service professional with extensive experience working in a fast- paced call center environment. She is extremely passionate about helping others and is thrilled to have the opportunity to do that once again at MetLife Insurance. Tina has a proven background in resolving customer issues and establishing relationships that are long lasting. Most recently, Tina was working as Customer Service Representative and Administrative Assistant with The Loughlin Insurance Agency. Where she was skilled at juggling multiple job duties at once all while keeping focus on the customers and meeting their needs with high quality satisfaction ratings. Tina is extremely excited to learn more about this opportunity and have the chance to grow with MetLife long-term. She has open availability to interview and is looking to start as soon as possible. Education

Associate Degree in Human Resource Management University of Phoenix High School Diploma Utica Free Academy

Professional Experience

July 2021-Present

Claims Examiner

Tailored Management

MET LIFE

• Answers complex telephone inquiries related to Group Life Claim insurance benefits.

• Provide guidance to beneficiaries via telephone on claim processes and resolve customer issues swiftly and thoroughly.

• Reviews data from various sources, including policyholders; translates it into appropriate media for input into a Windows based computer system (BIOS).

• Maintain call handling and quality standards.

• Provide high quality, timely customer service to policyholders, beneficiaries, attorneys, families of deceased employees and administration; resolve customer issues swiftly and thoroughly by offering recommendations and solutions.

• Completes all work within turnaround time to meet department and customer objectives. Customer Service Representative

The Loughlin Agency March 2015 to March 2020

• Answered incoming calls from customers and carriers for an independent broker providing professional and welcoming customer service and high-quality customer care

• Collaborated with customers, police reports, and insurance carriers to take initial information and file the claim for review by the claim examiner

• Established skills with Microsoft Office

• Provided additional administrative help with responsibilities such as posting, copying, filing, and faxing

Administrative Assistant

City of Utica Youth Bureau December 2012 to December 2016

• Provided excellent customer service by answering and directing all incoming calls in a professional and courteous manner

• Created and maintained multiple office filing systems

• Supervised special events such as sports and kids’ basketball games Customer Service Representative

MetLife Insurance August 2012 to November 2013

• Received inbound calls from customers who had questions about their dental plan coverages and resolved their issues and concerns in a timely and professional manner

• Assisted military families with their dental coverage, plans, claims, bills and enrollments

• Researched requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.

• Enhanced and strengthened the relationship between the customer and MetLife using strong communication skills, active listening skills and empathy Customer Service Representative

Bank of America July 2006 to May 2012

• Assisted incoming callers with their banking needs, troubleshooting their issues while on the phone to resolve their issues on the first call and escalating when necessary

• Ensured the delivery of excellent customer service through fast and accurate processing of orders, communication, and coordination with other departments

• Followed up with clients to ensure that they are satisfied with the company product or service

Contact this candidate