Ragan Burke Robinson
Kannapolis,NC
Summary
Licensed insurance producer committed to providing seamless customer experiences, sales support and professionalism. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Customer Care
State Farm
Remote
10.2024 - Current
- Oversaw management of multiple CRM records and applications with precision and efficiency.
- Executed processing of quote inquiries, binding coverage and promoting upsell discounts to enhance customer engagement in a medium to high volume call center environment, with up to 40 interactions per day.
- Oversaw payments processing and billing management operations.
- Sustained high customer satisfaction ratings and optimized first call resolution metrics.
Insurance Customer Service Specialist
California Fair Plan
City of Los Angeles, CA
02.2024 - 08.2024
- Provided exceptional customer support for policy inquiries and claims processing.
- Assisted clients in understanding coverage options and policy details.
- Resolved customer issues efficiently, ensuring high satisfaction rates.
- Coordinated with underwriters to expedite policy approvals and modifications.
- High volumn communication via email and phone to ensure compliance and accuracy of coverage and protection plans.
Insurance CSR
TTEC
Concord NC
08.2019 - 12.2023
- Handled inbound policy calls, including technical inquiries and policy revisions, ensuring efficient service for 50-80 customers daily.
- Provided mobile app technical support as an integral member of the department team.
- Facilitated peer assistance as helpline department operator, ensuring effective communication and support.
- Optimized customer service processes to ensure accurate record-keeping and improve customer satisfaction ratings.
Customer Service Coordinator
Joerns Healthcare LLC.
Charlotte NC
12.2018 - 05.2019
- Directed high-volume call intake operations across multiple healthcare facilities nationwide.
- Executed prompt and accurate processing of customer orders.
- Facilitated departmental communications through efficient email and telephone dispatching.
- Resolved customer issues, retaining satisfaction rates
- Facilitated effective communication and coordination among departments to enhance operational efficiency.
- Administered Excel and Word processing documentation to ensure compliance with policy procedures and product availability.
Customer Success Specialist
FAASTRAK
Charlotte NC
01.2018 - 12.2018
- Cultivated strong customer relationships to enhance satisfaction and loyalty.
- Implemented customer onboarding processes for 20 plus new start up clients, ensuring seamless transitions and user engagement.
- Analyzed customer feedback to identify trends and drive product improvements.
- Collaborated daily with cross-functional teams, sales, marketing and web developers to advocate for customer needs and drive product improvements.
Client Services Representative
The Burke Realty Group
Charlotte NC
08.2016 - 12.2018
- Organized and executed general office responsibilities, including meeting coordination, partnership transaction facilitation, and document oversight.
- Supervised legal record management processes, guaranteeing precision and ease of access for stakeholders.
- Streamlined administrative processes to enhance office efficiency and optimize time management.
- Managed 10-25 daily client interactions via calls, texts, emails and website inquiries to ensure clear and efficient communication in customer service.
- Created and delivered presentations to executives, transforming intricate data into clear insights to inform future business strategies.
Education
High School Diploma -
Gardner-Webb University
Boiling Springs, NC06.2010
Skills
Excellent soft skills
Microsoft office suite proficient
Problem solving and attention to detail
Customer service
Certification
Licensed Insurance Producer
Timeline
Insurance Customer Care
State Farm
10.2024 - Current
Insurance Customer Service Specialist
California Fair Plan
02.2024 - 08.2024
Insurance CSR
TTEC
08.2019 - 12.2023
Customer Service Coordinator
Joerns Healthcare LLC.
12.2018 - 05.2019
Customer Success Specialist
FAASTRAK
01.2018 - 12.2018
Client Services Representative
The Burke Realty Group
08.2016 - 12.2018
High School Diploma -
Gardner-Webb University