Sarah Banks
Wilmington
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Licensed Property and Casualty CSR
Allstate
08.2023 - 12.2024
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Prepared and reviewed insurance policies to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Licensed Property and Casualty CSR
Everise
07.2021 - 08.2023
- Actively listening to customers, handling concerns quickly, and escalating major issues to supervisor.
- Successfully adding and replacing vehicles on active policies.
- Processing payments and answering customers billing questions.
- Ensuring policy holders auto coverages are in compliance with state requirements.
- Providing proof of coverages for active policies.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Continuum Global Solutions
05.2019 - 05.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming and positive experiences.
Team Leader
Extended Stay Hotels
04.2014 - 05.2019
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Promoted high standards through personal example to help each team member understand expected behaviors and standards.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
Associate of Arts - General Education
Cape Fear Community College
Wilmington, NC05.2021
Skills
- Policy Adjustment Knowledge
- Quotes and Sales
- Daily Workflow Improvement
- Overseeing Daily Activities
- Product Knowledge
- Issue Resolution
Certification
- Property and Casualty Insurance Producer License - April 2023
Timeline
Licensed Property and Casualty CSR
Allstate
08.2023 - 12.2024
Licensed Property and Casualty CSR
Everise
07.2021 - 08.2023
Customer Service Representative
Continuum Global Solutions
05.2019 - 05.2021
Team Leader
Extended Stay Hotels
04.2014 - 05.2019
Associate of Arts - General Education
Cape Fear Community College
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