Customer Service Insurance Support Specialist

Brittania A. Campbell

Professional Summary

Customer service professional with experience in insurance support, call handling, conflict resolution, de-escalation, and customer retention. Skilled in managing high-volume customer interactions through phone and chat support while delivering professional and empathetic service. Experienced with Avaya systems, CRM systems, Salesforce, Microsoft Teams, Google Workspace, Outlook, issue resolution, and maintaining customer satisfaction in fast-paced environments.

Experience

Insurance Customer Service Representative, Conduent

September 2025 – March 2026

Handled 30–40 customer calls daily in a high-volume insurance support environment.

Maintained high customer satisfaction ratings and consistently achieved strong survey scores.

Resolved customer concerns efficiently while meeting KPI and response-time goals.

Used de-escalation and conflict resolution techniques to professionally manage difficult customer interactions.

Provided empathetic and professional customer service while maintaining compliance and accurate documentation.

Chat Agent, Segoso Caribbean

April 2025 – July 2025

Delivered customer and sales support for multiple dealerships via live chat.

Scheduled service and test drive appointments while providing detailed vehicle information.

Maintained a 30 WPM typing speed and consistently responded to queries within 1 minute 30 seconds.

Supported sales growth by generating qualified leads and ensuring a positive customer experience.

Customer Service Representative, Sutherland Global Solutions

September 2024 – March 2025

Assisted clients with account inquiries, updates, and issue resolution through professional communication.

Documented customer interactions accurately while ensuring confidentiality and compliance.

Strengthened problem-solving and communication skills in a high-volume, fast-paced environment.

Skills

Customer Service

Conflict Resolution

De-escalation

Issue Resolution

Customer Retention

Call Handling

Live Chat Support

Microsoft Office Suite (Word, Excel, PowerPoint)

Communication Skills

Experienced with Avaya call management systems

Outlook

Google Workspace

Microsoft Teams

Salesforce

CRM Systems

38 WPM Typing Speed

Problem Solving

Education

St. Elizabeth Technical High School

June 2024

Belair School

Leaving Certificate, June 2022

Personal Information

Phone: 876-***-****

Email: *********.**********@*****.***

Address: LOT 703 Paradise Norwood #1 P.O., Montego Bay, St James (JM)

Additional Education

Associate Degree in Hospitality and Tourism Management

Certifications & Qualifications

Five (5) CXC Subjects

Guest Service Experience Certificate

Five (5) CAPE Subjects

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