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Live Chat Agent Resume Example

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Leslie
Helms
  • www.linkedin.com/in/leslie-helms-35640413a
Professional Summary

Focused customer service professional with insurance background. Accomplished in providing unsurpassed support to demanding customers. Offering 20+ years of experience in related roles; passion for always improving numbers, enhancing knowledge and exceeding expectations for everyone.

Skills
  • Writing and Communication skills
  • Compassionate
  • Collaborative
  • Typing and 10-k skills
  • Problem solving
  • Data entry
  • Professional telephone demeanor
  • Reliable and Trustworthy
  • Highly motivated
  • Exemplary work ethic
  • Empathetic and genuine
  • Medical terminology knowledge
  • Quality assurance
  • Personable
  • Property insurance
  • Proactive team player
  • Customer service excellence
  • Regulatory compliance
  • Client rapport
  • Confidentiality and HIPAA
  • Answering customer questions
  • Asset protection
  • Auto insurance
  • Communication skills
  • Self-motivated
  • Warm calling skills
  • Transferable skills
  • Claim knowledge
  • Telephone etiquette
  • Multi-tasking
  • Call center operations
  • Positive and friendly
  • Detail-oriented
  • Customer-oriented
  • Exceptional time management skills
  • Goal-oriented
  • Active listening skills
  • Strong interpersonal skills
  • Computer-literate
  • Fluent in English
  • Motivated team player
  • Gathering information
  • Customer-service oriented
  • Critical thinker
  • 55+ WPM typing speed
  • Accurate and detailed
  • Customer engagement
  • Writing skills
  • Training and mentor
  • Relationship building
  • Third-party collaboration
  • Service standard compliance
  • Training development aptitude
  • Money handling abilities
  • Complaint resolution
  • Multi-line phone talent
  • Coverage assessments
  • Damage itemization
  • Time management
  • Policy quoting and pricing
  • Inbound and outbound calling
  • Self-direction
  • Interpersonal communication
  • Cross-functional team collaboration
  • Professional demeanor
  • Security awareness
  • Multitasking strengths
  • Punctual
  • High efficiency
  • Personable and outgoing
  • Telephone skills
  • Organization skills
  • Attention to detail
  • Mathematical accuracy
  • Confidentiality
  • Multi-tasking ability
  • Customer assistance
  • Credit card processing
  • Patient privacy
  • Drug safety
  • Drug utilization review
  • Regulatory requirements
  • Processing payments
  • Good communication skills
Education
Insurance Educators2015Property And Casualty Insurance License: Insurance
  • Received highest grade of my class on State Insurance P & C Insurance licensing exam
Stanly Community CollegeCity, StateSome College (No Degree): Medical Assisting
Central Piedmont Community CollegeCity, StateAccounting
Work History
Company Name- Live Chat Agent
City, State02/2015 - 06/2019
  • Handle up to 11 inbound customer chat conversations simultaneously from various websites
  • Document customer information accurately providing dated notes for future reference
  • Qualify prospective customers for various insurance products with variety of "brand-name" insurance carriers
  • Assist with coaching and mentor of new employees.
  • Analyze customer insurance needs to personalize auto and home insurance policy, write, calculate quotes, finalize sale, build, bind, and educate customer on insurance policy
  • Licensed to write P&C insurance policies for up to 10 carriers in 23 states
Company Name- Customer Care Advocate
City, State10/2009 - 12/2014
  • Uphold confidentiality requirements and regulatory compliance guidelines in all areas (HIPAA)
  • Develop highly empathetic client relationships
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Facilitate prescription mail orders and complete data entry of customers information in a timely and efficient manner
  • Excel in communicating with customers about prescription benefits, prescription mail order and order status with a strong focus on accuracy
  • Collaborate with the pharmacy to solve billing and mailing issues
  • Assist customer to obtain out-of-stock medications
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and delivery information
Company Name- Professional Support Representative
City, State02/2006 - 10/2009
  • Workers Compensation filings
  • Enter policy changes into different state insurance bureau's database
  • Collaborate with other team members to significantly reduce fines by working 3 error reports
  • Selected to assist in writing DCA and PEEP procedural training manual to ensure a smooth transition for outsourcing team
  • Ensure long-term excellence by adapting to and implementing updated training initiatives such as online modules and programs
  • Mentor new personnel hired to fulfill various roles
  • Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Worked with S tate Insurance Bureaus to resolve WC filing problems, improve operations and provide exceptional customer service
  • Coordinated efforts of 4 team members to reduce the WC filing error report by 50%
Company Name- Senior Claims Customer Service Representative
City, State08/1991 - 12/2005
  • Actively listening to all details to serve as point of intake for initial claim reporting
  • Accurately enter complete data in accordance with company requirements to set up new claims in computer system
  • Empathetic listener with ability to listen and respond to another person in a way demonstrating mutual understanding and trust
  • Provide assistance and direction to customers reporting claims, including accessing the appropriate provider listings for homeowner and automobile
  • Communicate effectively with agents, claim representatives, lawyers , repair shops, rental car agencies , and home repair vendors
  • Ability to multi-task in fast-moving call center to process large volumes of auto and homeowner claims which resulted in being the top producer on the team and department several times
  • Clarify loss coverage to customer including but not limited to policy deductibles
  • Deliver exceptional efficient customer service to customer by communicating important information
  • Acted as claims data entry subject matter expert, answering internal and external questions and inquiries
  • Cross train with receptionist to cover when needed
  • Operated multi-line telephone system and kept reception area clean
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
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Resume Overview

School Attended

  • Insurance Educators
  • Stanly Community College
  • Central Piedmont Community College

Job Titles Held:

  • Live Chat Agent
  • Customer Care Advocate
  • Professional Support Representative
  • Senior Claims Customer Service Representative

Degrees

  • Property And Casualty Insurance License : Insurance
    Some College (No Degree) : Medical Assisting
    Accounting

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