• Anticipate customer insurance needs and tailor customer insurance policies accordingly to drive sales, add further value to products, and fit customer requirements. Explained follow-up policy holder responsibilities and expectations in detail. • Educate customers on current coverages and services including answering any questions. Thoroughly examine billing with customers to ensure an understanding of payments and adjustments in policy premiums. Review customer policies in detail to ensure continued customer satisfaction and loyalty.• Triage initial claims to determine proper care and routing. Tend to customer needs by coordinating emergency tows and rental cars. Took messages for claim representatives and routed cases to the proper adjusters.

• Efficiently mediated between buyers and sellers through positive communication and investigation to help resolve disputes, especially when members could not resolve disputes on their own on high value cases. • Gathered messages, listings, and case information identify a fair decision within company policy and judgment. Researched related item information to best protect the buyer and seller, as well as educated members on policies and best practices of protection.• Analyzed members’ tone to communicate effectively and conscientiously delivery difficult messages. Identified creative ways to deescalate calls and reassure buyers and sellers on their decision and confidence to buy and sell on eBay.

• Communicated efficiently within the team to process phone and online work orders to avoid duplicates and errors. • Answered a high-volume of inbound calls and routed work orders to proper technicians or employees and to give status update.• Analyzed issues and requests to determine importance, priority, and appropriate department. Checked messages and emails to update tech schedules as well as correct site closure information and general contact information and hours.

• Handled approximately 50-150 inbound calls daily, addressing customer inquiries, concerns, and issues. • Educated the customer on their personal insurance policies, how to file a claim, the stages within the claim process, and any additional information necessary to achieve complete satisfaction.• Trained new Call Center Agents on the operations and procedures within the company including how to operate the phone and computer system, and how to handle various calls step-by-step, through sharing personal experiences.