Customer Service Insurance

Britt E Larson

Areas of Strength

Customer Service

- Strong, effective communication / training skills

- 10+ years multiple phone line / queue experience

- Demonstrated ability to effectively prioritize tasks, research, analyze and resolve complex service issues

Trainer / Classroom Management

- Created /updated written training materials; trained new hires

- Provided classroom management for all new hires: competency assurance error tracking and statistic capturing

- Created continuing education training for veteran associates

Procedure Development

- Created new procedure manuals

- Verified existing procedures via internal partners

- Organized training materials

Computer Administration

- Adept at Microsoft Office:

- Proficient in the development of spreadsheets, PowerPoint presentations, and Visio flowcharts

Experience

Ameriprise Financial, Inc Minneapolis, MN

Insurance Service/Transaction Service Consultant 07/03 to 12/07

- Point of contact for internal partners as a procedure and knowledge expert

- Coaching Phone Queue: service, transactions and problem resolution

- Team expert for problem resolution, procedures and in-depth product knowledge

- Complex system processing, client correspondence

- Initiated Six Sigma projects

- Created and presented PowerPoint presentations for National Field Advisor Continuing Education Classes

- Assisted with processing high case volumes and retained ownership of 70% cases set up from in-bound phone calls

Temporary Domestic Training Analyst/Employee Development Services 10/05 to 12/06

- Transaction/Service Classroom Trainer – trained six to fifteen trainees per twelve week training course

- Redesigned Transaction Training Sequence

- Updated/created/trained written Tax Training materials

Insurance Service Phones Service Consultant 10/02 to 07/03

- Non-phone support of Insurance Service Phone queue

- In-depth product histories and product explanations

- Trained individual new hires on-team and in classroom

Insurance Service/Insurance Recovery 02/98 to 10/02

- National Queue: all calls coming from Clients and Advisors; providing detailed product information

- Handled escalated issues, case set up, calculations for all aspects of Insurance products

- Responsible for casework: system/phone queue generated and via written correspondence

- Assisted team members with creating general correspondence

Education

Bachelor of Arts Degree in Music

Augustana College, Sioux Falls, SD

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