Wanika Brown
Maricopa
Summary
Hardworking and efficient, with strong ability to handle customers needs accurately and quickly. Experienced in analyzing and verifying information, resolving discrepancies, and maintaining detailed records. Demonstrates solid understanding of policies, regulatory requirements, and customer service principles. Brings methodical approach and solid work ethic of an Customer Service Representative, ensuring minimal errors and timely completion of tasks.
Overview
15
15
years of professional experience
Work History
Customer Service Representative ( Remote )
Farmers Insurance Company
06.2022 - 05.2025
- Processed and analyzed customer claims with accuracy and attention to detail.
- Maintained accurate records of all communications with customers.
- Utilized effective problem-solving techniques to resolve complex customer issues.
- Successfully resolved escalated claims to ensure customer satisfaction.
- Developed strong relationships with customers through timely resolution of problems.
- Reviewed customer documentation for completeness and accuracy.
- Stayed up-to-date on local, state, and federal law changes in insurance field to maintain knowledge.
- Examined policy coverage records and forms to determine insurance coverage.
- Collected initial premiums and issue receipts.
- Communicated effectively both verbally and in writing when dealing with customers or colleagues.
- Managed a high volume of incoming calls from customers, providing excellent customer service.
Customer Service Lead ( Remote )
Renu Property Management
03.2015 - 06.2022
- Managed escalated situations with difficult customers while preserving positive relationships.
- Conducted regular team meetings to discuss current performance, identify areas for improvement and develop strategies for success.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Resolved complex customer inquiries in a timely manner while maintaining high level of professionalism.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Entered new properties in Yardi.
- Issued HOA violations.
- Contacted residents regarding past due balances.
- Processed payments responsibly.
- Met daily customer service quotas with a focus on quality.
Retention Customer Service Representative
Cox Communications
01.2010 - 03.2015
- Developed creative strategies for retaining customers and minimizing churn rate.
- Demonstrated strong communication skills by effectively interacting with customers over the phone, through email, and in person.
- Tracked key performance indicators such as average resolution time and first contact resolution rate, ensuring compliance with established standards.
- Conducted regular follow-ups with customers after completing their requests or resolving their issues.
- Implemented effective strategies for building relationships with customers that promote loyalty.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Processed payments & deposits before activating service.
- Met metrics and goals successfully.
Education
High School - General Studies
Benicia High School
Benicia, CA06.1998
Skills
- Decision-making
- Team collaboration
- Insurance claims review
- Claims investigation
- Conflict resolution
- Multi tasking and Prioritization
- Upselling Products and Services
- Calm and Professional under Pressure
- Time Management
- Computer Literate
- Type 65 WPM
- Yardi
- Microsoft Excel
- Attention to detail
- Salesforce
- Critical thinking
- Problem-solving aptitude
- Customer service
- Adaptability and flexibility
- Reliability
- Professionalism
- Teamwork skills
- SRM
- Active listening
- Data entry
- Computer proficiency
- Follow-up skills
- Documentation
Timeline
Customer Service Representative ( Remote )
Farmers Insurance Company
06.2022 - 05.2025
Customer Service Lead ( Remote )
Renu Property Management
03.2015 - 06.2022
Retention Customer Service Representative
Cox Communications
01.2010 - 03.2015
High School - General Studies
Benicia High School
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