AMBER SHAW
Santa Rosa
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
Travelers Indemnity Insurance
Hartford
02.2022 - Current
- Managed and monitored lead generation systems, quickly and proactively responded to new leads
- Answered inbound calls to support agents and insureds with policy inquiries and issue resolution
- Provided policy information and researched billing discrepancies to ensure accurate customer records
- Processed payments and policy changes
Senior Account Supervisor
QuieTrack Insurance Services Corp.
Santa Rosa
10.2018 - 08.2021
- Handled 90+ inbound calls from lenders, borrowers, contractors, and insurance adjusters to address inquiries and resolve issues
- Processed policy cancellations, refunds, and billing adjustments while updating customer profiles to ensure accurate account information
- Executed data entry for policy changes, cancellations, and reinstatement notices to maintain up-to-date records
- Quickly and accurately input information into various software systems
Production Assistant II
Idex Health and Science
Rohnert Park
08.2009 - 10.2018
- Managed multiple tasks in fast-paced production environment to ensure timely delivery
- Troubleshot and streamlined processes and systems to enhance operational efficiency
- Assembled and packaged medical devices for distribution
Marketing Coordinator and Sales Support Specialist
Spectrum Organic Products, Inc.
Petaluma
07.2003 - 08.2009
- Coordinated support for VP of Sales, sales team, and customers throughout sales process
- Contacted, screened, and scheduled appointments with prospective customers and leads
- Updated and maintained CRM with customer info, project status, docs, and communications
- Collaborated with outside sales team on proposals, contracts, presentations, and reports
Education
Some College (No Degree) - Computer Business Administration
Heald College
CASkills
- Lead generation
- Data entry
- Billing reconciliation
- Policy processing
- Complaint resolution
- Excellent communication skills
- Administrative support
- Proficient using Google Docs, MS Office
- CRM software expertise
Accomplishments
Two-Time recipient of the Travelers In-Sync Award – 05/01/23 & 10/01/23
Timeline
Customer Service Manager
Travelers Indemnity Insurance
02.2022 - Current
Senior Account Supervisor
QuieTrack Insurance Services Corp.
10.2018 - 08.2021
Production Assistant II
Idex Health and Science
08.2009 - 10.2018
Marketing Coordinator and Sales Support Specialist
Spectrum Organic Products, Inc.
07.2003 - 08.2009
Some College (No Degree) - Computer Business Administration
Heald College