Live Chat Agent Resume Example
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LIVE CHAT AGENT
- 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
Cma Cgm Group- Live Chat Agent
Chicago , IL02/2015 - 06/2019
Chicago , IL02/2015 - 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
Assurance- Customer Care Advocate
Detroit , MI10/2009 - 12/2014
Detroit , MI10/2009 - 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
The Hartford Financial Services Group Inc.- Professional Support Representative
City , STATE02/2006 - 10/2009
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%
Allstate Insurance- Senior Claims Customer Service Representative
City , STATE08/1991 - 12/2005
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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