Rachel Harper Email & Phone Number

Remote

Olney, Maryland

Process patron orders received via telephone and walk-up in a busy office setting.· Review patron accounts and make product recommendations based on past order history, adding to client satisfaction and increasing revenue· Act as “the face” of the organization for patrons—answer general questions, engage with patrons and create a positive, welcoming environment.· Supervise staff as needed, including during high-demand times, optimizing successful teamwork strategies to ensure a smooth client experience.· Part of a team that increased revenue through focus on membership development and retention. · Train new employees, including interns, on box office software, as well as the finer points of customer service.

Owings Mills, Maryland

Remote

Processed changes to flood insurance policies for a company participating the NFIP Write-Your-Own Program.• Processed applications and money endorsements in compliance with National Flood Insurance Program guidelines.• Research payments to ensure premium is correctly applied and coverage is at requested amount.• Part of a team dedicated to providing quick response to agent inquiries regarding pending flood applications.• Develop relationships with agents to help them develop confidence in writing flood insurance and with building their book of business. * Worked 100% remote.

Remote

Assisted callers with flood insurance policies written through the Write Your Own program of the National Flood Insurance Program.* Answered questions from all level callers, from policyholders to officials, regarding flood insurance policies, including private flood insurance.* Took payments manually as needed, ensuring that policies are paid in grace period.* Took first notice of loss reports from callers following natural disasters.* Processed non-money endorsements to policies.

Remote

Answered client inquiries regarding flood insurance policies; answered questions, provided information, and made referrals as needed.· Processed applications and endorsements in compliance with federal guidelines, with special emphasis on first-time final contact.* Experience with rating submit-for-rate policies, as well as policies in the Severe Repetitive Loss program. · Worked independently and with other staff and departments as needed, resolving pending issues involving claims and compliance issues.· Represented the company in a positive manner to agents, policyholders and general callers while maintaining confidentiality and professionalism.· Achieved excellent processing and phone quality scores due to attention to detail and job knowledge. * Experience working remotely.

Rockville, Maryland

Answered client inquiries in regard to new and existing flood insurance policies. Processed new business applications and changes to policies in compliance with client and federal guidelines.· Built and maintained relationships with agents, ensuring satisfaction with the client experience. · Placed in charge of sensitive clients due to outstanding customer service skills and ability to resolve issues while developing a trust relationship.

Bethesda, Md

Troubleshooted issues with client access card/key systems; trained clients in use of proprietary card activation software; worked with technicians on new installation; trained new employees; supervised staff of 6 on a daily basis in a busy call center/processing environment; ensured daily workload is processed within time limits and ensure that work was completed accurately.