I started as a customer service representative based off my experience in the fast food industry from the age of 14, followed by reception and office admin experience and then a college diploma in Animal Care.
I quickly obtained my insurance license through RIBO with a perfect mark of 75%. With this I was able to move into a role of a claims adjuster, followed by a supervisor for the call center and a liaison between the customer service representatives and the claims adjusters while handling customer complaints, de-escalating irrate clients by listening, understanding, reassuring a resolution would be met and explaining decisions in a calm, friendly, understandable language the client could relate to.
In these roles, I had to input data, manage documents, research illnesses and medications, prioritize and orgnazine files and claims, conduct and respond to both incoming and outgoing phone calls and emails.
As a supervisor I managed the employee schedule, arranged and led meetings and provided new and ongoing training to our staff as well as conducting quarterly reviews, incentives and bonuses, providing feedback and solutions to improving the customer service provided by the call center representatives. I was also assigned to develop and implement a training handbook for staff and ensure it was up to date and understood by all employees.