Small Commercial Service Specialist resume example

• Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors.
• Document and update customer records based on interactions.
• Assisted in calls from banks and other lending institutions to verify coverage for clients Troubleshoot and resolve client issues and concerns.
• Prepared insurance forms/documents (identification cards, certificates, endorsements, schedules, etc.).
• Processed other insurance transactions to provide customer service and support efforts to acquire and retain profitable business.
• Performed other related support duties as requested, such as processing mail, assisting customers, scanning, photocopying, and insurance payment processing.
• Handled customer inquiries and billing issues as well as updates/changes to their policies.
• Managed accounts payable and receivable for office.
• Received and routed business correspondence to correct departments and staff members.
• Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
• Kept reception area clean and neat to give visitors positive first impression.

• Problem recognition, research and issue resolution with escalation of more complex problems to other support areas as appropriate Improved customer retention through programs and services provided to the customer Maintained a working knowledge of all company products, services and promotions Effectively managed assigned cases, collecting and documenting details as needed.
• Promoted available products according to the customer's needs of features, accessories, upgrades and rate plans.
• Managed workload and time allocation effectively to complete customer follow-ups Maintained a positive, problem-solving approach and spirit of cooperation in a dynamic team environment Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Reduced average call time with optimal call control and efficient use of internal knowledge bases.
• Compiled customer feedback and recommended service delivery improvements to management.
• Ensured proper and timely resolution of system, hardware and telephone issues.
• Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.