escalations specialist twa resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Upselling Products and Services
  • Customer Data Confidentiality
  • Creative Problem Solving
  • Customer Account Management
  • Policies and procedures
  • Strategic planning
  • Staff Management
  • Problem solving strength
  • Interpersonal communication skills
  • Product promotions
  • Systems and software programs
  • Client Service
  • Customer Relations
  • Customer Service
  • Good listening skills
  • Training & Development
Work History
Escalations Specialist, (TWA), 12/2020 to Current
State Farm Atlanta Perimeter Operations CenterCity, STATE,
  • Resolved customer complaints and addressed emergency requests and needs.
  • Responded to customer requests for products, services and company information.
  • Documented and detailed calls and complaints using call center's ECFT database.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Educated customers on company systems, form completion and access to services.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Licensed P&C Sales Representative , 03/2013 to 12/2020
State Farm Atlanta Perimeter Operations CenterCity, STATE,
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Developed and maintained courteous and effective working relationships.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Identified issues, analyzed information and provided solutions to problems.
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Resolved problems, improved operations and provided exceptional service.
  • Served as an extension of the agents offices by quoting and binding insurance products with a focus on sales and first call resolution with current and potential State Farm customers.
  • Proficient in the use of Operational systems and resources that assist with maintaining consistency in workflow procedures
USDA, Food Program Assistant, 11/2008 to 10/2011
Quality Care For ChildrenCity, STATE,
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Reviewed and strengthened program operations with continuous assessment of operational plans and strategies.
  • Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
  • Filed records with precise approach to optimize data security and easy of use by program personnel.
  • Managed records for all programs and kept meticulous notes in system regarding changes and plan alterations.
  • Assisted supervisor with planning and coordinating day-to-day and special program activities.
  • Prepared clearly written and formatted documents and reports.
  • Maintained efficient and balanced calendar of current participant appointments, staff meetings and assessments.
  • Gathered information and entered details into computer tracking spreadsheets, documents and databases.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Coordinated daily tasks including recruitment, office upkeep and inventory maintenance.
  • Reviewed all departmental materials, correcting errors and making sure documents were ready for publication.

USDA, Enrollment and Support Supervisor, 08/1999 to 11/2008
Illinois Action For ChildrenCity, STATE,
  • Directly supervise and evaluate all staff Responsible for planning, assigning, directing and coordinating the work of one team/unit
  • Perform employee evaluations and participates in the interview and hiring process
  • Monitor and implement policies and procedures for CACFP program
  • Maintain familiarity with federal and state regulations that govern the CACFP Develop and implement outreach strategies that will assist in growing the program
  • Organize and oversee the ongoing enrollment and support of the CACFP clients
  • Develop and implement quality control measurements to ensure the effectiveness of client trainings
  • Establish and maintain relationships with Community partners, CC Associations and other external and internal programs that work with the program clients
  • Develop curriculum for group introductory trainings for providers Plan and facilitate annual CACFP trainings for home child care providers
  • Represent the CACFP by conducting presentations and providing information and training for interested groups as requested
  • Monitored employee and customer interactions to assess quality of service.
  • Coached employees through day-to-day work and complex problems.
  • Established and implemented effective training programs to maximize team performance.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Completed bi-weekly payroll for 6 employees.
  • Mentored office employees on proper administrative procedures and how to use programs such as Minutemenu, keeping operations consistent and efficient for maximum performance.
  • Generated and submitted detailed reports to regulatory agencies and company leadership to help drive enhancements.
  • Oversaw team of 6 field administrative staff providing exceptional support to team of 6 USDA Food Program professionals.
Certificate of Nonprofit Management: , Expected in 2008 to Northpark University - Chicago, IL,
Bachelor of Arts degree: , Expected in 1996 to Western Illinois University - Macomb, IL

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Resume Overview

School Attended

  • Northpark University
  • Western Illinois University

Job Titles Held:

  • Escalations Specialist, (TWA)
  • Licensed P&C Sales Representative
  • USDA, Food Program Assistant
  • USDA, Enrollment and Support Supervisor


  • Certificate of Nonprofit Management
  • Bachelor of Arts degree

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