Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Asked open-ended questions to assess customer needs. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Met or exceeded service and quality standards every review period. Managed high call volume with tact and professionalism. Processed payments, endorsements, quotes and cancel requests. Ordered and reviewed motor vehicle reports with members on a daily basis. Advised various state guidelines and requirements. Reviewed and granted some exceptions for policy reinstatements based on a variety of items, IE: Policy term, pay history, business guidelines and Companies best interest.
Answered customer questions regarding deductibles. Evaluated insurance policies and analyzed damages to determine coverage. Interviewed and obtained statements from insured's and claimant's. Arranged services on behalf of our customers and claimants by contacting repair facilities, towing services and rental car companies as needed. Reviewed new files to determine current status of injury claim and to develop a plan of action. Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
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