Kristen Fenton
Omaha
Summary
Detail-oriented professional with experience in underwriting support and customer service. Skilled in optimizing processes and enhancing customer satisfaction through effective collaboration and problem-solving. Proficient in RGA systems, including Agenium and GARE, and adaptable to various companies. Demonstrates professionalism in high-stress situations while fostering team efficiency. Works well with fellow employees and enjoys getting to know them personally and professionally in order to work together to come up with the most efficient and favorable outcome for not only our superiors but our clients. Enjoys evolving and learning new things to not only gain experience but accumulate knowledge to share with other employees so we can all work together efficiently toward a common goal
Overview
13
13
years of professional experience
Work History
Underwriting Support Clerk
RGA
Omaha
05.2017 - Current
- Processed documentation and maintained accurate records for client accounts.
- Coordinated interdepartmental communication to streamline processes and improve service delivery.
- Resolved service issues by collaborating with team members for timely solutions.
- Maintained up-to-date knowledge of company's products and services.
- Managed customer inquiries and provided support for various services.
- Supported management in special projects aimed at improving customer experience and satisfaction.
- Cultivated client relationships through proactive communication and consistent follow-up.
- Assisted with data entry tasks, including entering information into databases and spreadsheets.
- Assisted in training new staff on office procedures and software systems.
- Provided training to new employees on how to use internal systems for customer service activities.
- Participated in team meetings to discuss strategies for improving customer service operations.
- Assessed files to gather necessary information for requests, records and other documents to obtain information or respond to requests.
- Computed, recorded and proofread data or reports.
- Typed, formatted and edited correspondence and other documents.
- Structured and categorized files for easy retrieval and ensured easy access to important information.
- Trained staff members to perform work activities and use computer applications.
Customer Service Representative/Underwriting Service Assistant
Mutual Of Omaha
Omaha
09.2013 - 04.2017
- Assisted customers with inquiries regarding insurance products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Addressed customer complaints and resolved issues effectively and professionally.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Educated clients on policy details, coverage options, and benefits available to them.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collaborated with team members to enhance customer service procedures and standards.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Coordinated with other departments to ensure timely responses for client requests.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Processed claims and provided updates to clients throughout the resolution process.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mentored junior team members and managed employee relationships.
- Collaborated with underwriters to clarify application details and requirements.
- Facilitated customer communication by answering incoming calls and directing them appropriately. and directed callers to appropriate department or employee.
Education
High School Diploma -
Millard North High School
Omaha, NE05-2006
Skills
- Documentation management
- Data analysis
- Underwriting assistance
- Service improvement
- Customer service
- Customer service enhancement
- Problem solving
- Problem-solving abilities
- Attention to detail
- Organizational skills
- Policy review
- Multitasking Abilities
- Microsoft Office
- Team collaboration
- Effective communication
- Strong communication
- Dependable
- Relationship building
- Task management
- Reliable and punctual
- Performance monitoring
- Customer focus
- Goal setting
- Analytical skills
- Excellent communication
- Problem-solving
- Serve customer needs
Timeline
Underwriting Support Clerk
RGA
05.2017 - Current
Customer Service Representative/Underwriting Service Assistant
Mutual Of Omaha
09.2013 - 04.2017
High School Diploma -
Millard North High School