Key’Era Hall
Avondale
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Safeco Insurance
02.2024 - Current
- Performs in a fast-paced, high-production, high-volume environment that focuses heavily on customer service.
- Help customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment.
- Identify and provide services and solutions by processing payments, updating customer information, updating billing information, verifying coverage for third parties, resolving telematics inquiries, utilizing available tools to identify and transfer cross-sell opportunities, and assisting with the online portal.
- Answered customer inquiries via phone, email, and chat.
- Provides first-call resolution for aligned work, and routes customers to the appropriate party to resolve issues outside of scope.
- Follow department guidelines for account documentation.
- Adhere to standard operating procedures and consistently utilize resources provided.
- Uphold our customer care standards by achieving individual goals on average handle time, after-call work, quality, adherence, lead generation, and reliability.
Escrow Insurance
Evergreen Home Loans
Tempe
03.2020 - 04.2023
- Monitor open items/exposures to ensure insurance renewal premiums are paid timely and in accordance with guidelines.
- Maintains the workflow volume for hazard, flood, flood determinations, and loss drafts to meet internal and private investor SLAs.
- Review various internal and external reports to ensure insurance setup, disbursements, cancellations, and correspondence are processed promptly and accurately.
- Work with third-party vendors to ensure proper processing of force-placed insurance if the borrower(s) fail to provide proof of coverage.
- Deposit insurance refunds and research pending items.
- Handle customer issues related to insurance via phone calls or written correspondence.
- Maintained updated knowledge through continuing education and advanced training.
Administrator/ Customer Service Representative
Key’Era Hall
Avondale
07.2018 - 12.2020
- Managed department call volume of 50-100 calls daily and coordinated department schedules to maximize coverage during peak hours.
- Answer phones, schedule meetings, and support visitors.
- Plan meetings, lunches, and take detailed notes, as needed.
- Scan and process incoming mail and outgoing mail.
- Write and distribute emails, and communications to the Loan Servicing department and other departments, as needed.
- Mailing and shipping letters and packages.
- Order and maintain supply inventory by checking stock to determine inventory level, anticipating needed supplies, and placing, and expediting orders for supplies.
- Manage and monitor deliveries.
- Clean, organize, and stock breakroom.
Education
Medical Assistant -
UEI College
Mesa, AZ01.2022
High School Diploma -
Brookshire International
San Francisco, CA01.2021
Skills
- Customer service
- Call center operations
- Payment processing
- Billing management
- Account documentation
- Customer relationship management
- Conflict resolution
- Time management
- Data entry
- Researching
- Live chat support
Timeline
Customer Service Representative
Safeco Insurance
02.2024 - Current
Escrow Insurance
Evergreen Home Loans
03.2020 - 04.2023
Administrator/ Customer Service Representative
Key’Era Hall
07.2018 - 12.2020
Medical Assistant -
UEI College
High School Diploma -
Brookshire International
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