lindsay kempcke
Omaha
Summary
Engaging customer service representative with 25 years of experience in a fast paced, complex call center environment. My analytical and critical skills, along with an empathetic ear, help resolve customer complaints. As a result, this creates identifying actionable insights to improve brand operations and customer loyalty.
Overview
23
23
years of professional experience
Work History
Contact Center Senior Associate
Allstate
Lincoln
03.2020 - Current
- Supported agents in need of support on variable life policies and annuities.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Responded to customer requests on variable specific policies, offering excellent support and tailored recommendations to address needs.
Contact Center Associate III
Allstate
Lincoln
05.2016 - 03.2020
- Assisted customers with inquiries and policy information.
- Resolved issues promptly using effective communication skills.
- Collaborated with team members to improve service delivery.
- Handled escalated calls while maintaining professionalism and empathy.
- Trained new associates on call handling procedures and systems.
Interviewer
Gallup
03.2003 - 05.2016
- Conducted market research, giving people the opportunity to have their opinions heard.
- Worked on a variety of bank surveys, healthcare surveys, and government/public opinion surveys.
- Helped train new interviewers, on the floor, once classroom training was completed.
- Acted as receptionist.
- Answered and transferred incoming phone calls, helped with excel spreadsheets, assisted in getting the newsletter out, and any other tasks they may have had.
Education
Bachelor of Science - Business Administration, English
University of Nebraska-Lincoln
Series License - 6 & 63
FINRA
NeSkills
- Great communication skills
- Empathetic
- Patient
- Efficient in multi-tasking
- Adaptable
Activities
- Volunteered with Big Brother/Big Sister while at Gallup.
- Participated in Allstate’s Bring out the Good month at Hartley School.
Timeline
Contact Center Senior Associate
Allstate
03.2020 - Current
Contact Center Associate III
Allstate
05.2016 - 03.2020
Interviewer
Gallup
03.2003 - 05.2016
Bachelor of Science - Business Administration, English
University of Nebraska-Lincoln
Series License - 6 & 63
FINRA