- Offering time and support to shelters for the homeless, women, and animals
- Volunteering
- I enjoy helping others and giving back to the community
- Mindfulness Practices
- Experimenting with different creative mediums, like resin, prayer boards and canvas painting to expand skills and techniques
- Personal Development and Self-Improvement
Eleanor Nee
Wilmington
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
34
34
years of professional experience
Work History
Licensed Insurance Sales Professional
USAA Insurance
07.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining service quality and customer satisfaction.
- Provided accurate product information to assist customers in making informed decisions.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Administrative Assistant
Creative Art by Lisa
10.2024 - 07.2025
- Provided administrative support by preparing reports and handling correspondence promptly.
- Oversaw project timelines, ensuring compliance with deadlines and quality standards.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Insurance Account Manager
Nationwide Insurance Company
07.2022 - 10.2024
- Facilitated regular client reviews to discuss policy updates, changes in needs or circumstances, and any additional coverage requirements.
- Developed customized insurance solutions for clients by working closely with underwriters to create tailored coverage packages that met individual needs.
- Expedited claim resolutions by acting as a liaison between clients and claims adjusters throughout the entire process.
- Streamlined internal processes for increased efficiency and accuracy in managing client policies and documents.
- Enhanced policyholder retention rates through effective communication, personalized account management, and prompt issue resolution.
- Educated clients on complex insurance concepts and policy details to empower informed decision-making regarding their coverage choices.
- Developed long-lasting relationships with clients to foster trust, loyalty, and a deep understanding of their insurance needs.
Licensed Insurance Account Manager
State Farm
09.2011 - 08.2020
- Managed client accounts, providing tailored insurance solutions to meet individual needs.
- Developed and maintained strong relationships with clients, ensuring satisfaction and retention.
- Analyzed policy coverage options, advising clients on appropriate adjustments for optimal protection.
- Mentored junior staff on best practices in customer service and claims processing.
- Upsold additional products and services after identifying customer needs and requirements.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Maintained open lines of communication with clients throughout the claims process, ensuring a smooth and seamless experience for all parties involved.
- Enhanced client satisfaction by addressing and resolving complex insurance inquiries and concerns promptly.
Household Engineer
Stay At Home Mom
11.2004 - 09.2011
- Managed daily household operations to ensure efficiency and organization.
- Developed and implemented meal planning strategies to optimize nutrition and budget.
- Coordinated educational activities for children, fostering learning and development.
- Oversaw scheduling and logistics for family events, enhancing time management skills.
- Mentored children in various subjects, contributing to their academic growth and confidence.
Personal Lines Supervisor
National Insurance Associates
07.1996 - 10.2004
- Supervised daily operations of personal lines team, ensuring high-quality service delivery.
- Implemented training programs to enhance staff knowledge on insurance products and compliance standards.
- Developed and maintained workflows to improve efficiency in claims processing and policy issuance.
- Monitored team performance metrics, identifying areas for improvement and facilitating targeted coaching sessions.
- Mentored junior team members, fostering a positive work environment and promoting professional growth opportunities.
- Ensured compliance with state regulations, monitoring staff adherence to guidelines for personal lines policies.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Customer Service Representative
State Farm
09.1991 - 07.1996
- Assisted customers with inquiries and complaints to ensure satisfaction and retention.
- Utilized customer relationship management software to track interactions and resolve issues efficiently.
- Learned company policies and procedures to provide accurate information to customers.
- Collaborated with team members to enhance service delivery and improve customer experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Customer Insurance Service Representative - CISR Designation Coursework
The National Alliance For Insurance Education
Austin, TX11-2024
Licensed Property And Casualty Insurance License - P&C Insurance
Rockland Community College
Suffern, NY09-1991
Skills
- Client relationship building
- Follow-up skills
- Policy analysis
- Continuing education
- Industry regulations
- Customer service
- Licensed insurance agent
- Insurance sales
- Product knowledge
- Customer retention
- Customer needs assessment
- Risk management
- New business development
- Rapport building
- Account retention
- Client retention
- Client account management
- Contract review and analysis
- Exposure determination
- Policy adjustment
- New policy quotations
- Teamwork
- Problem-solving
- Attention to detail
- Multitasking
- Reliability
- Call center customer service
- Excellent communication
- Critical thinking
- Customer follow-up
- Active listening
- Adaptability and flexibility
- Decision-making
- Customer engagement
- Client needs analysis
- Relationship building
Interests
Timeline
Licensed Insurance Sales Professional
USAA Insurance
07.2025 - Current
Administrative Assistant
Creative Art by Lisa
10.2024 - 07.2025
Insurance Account Manager
Nationwide Insurance Company
07.2022 - 10.2024
Licensed Insurance Account Manager
State Farm
09.2011 - 08.2020
Household Engineer
Stay At Home Mom
11.2004 - 09.2011
Personal Lines Supervisor
National Insurance Associates
07.1996 - 10.2004
Customer Service Representative
State Farm
09.1991 - 07.1996
Customer Insurance Service Representative - CISR Designation Coursework
The National Alliance For Insurance Education
Licensed Property And Casualty Insurance License - P&C Insurance
Rockland Community College