Deborah Saloway
Sacramento
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
California Fair Plan
02.2024 - 10.2025
- Resolved customer inquiries efficiently, ensuring a high level of satisfaction.
- Maintained accurate records of customer interactions using CRM software.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
UNDERWRITER/RETENTION SPECIALIST
Pacific Specialty Insurance Company
12.2018 - 02.2024
- Resolved escalated issues from customers in a timely manner.
- Wrote and re-wrote motorcycle, jet skis, boats and home insurance
- Processed payment to avoid cancellations and renew policies
- Analyzed and reviewed policies and inspections
- Analyzed underwriting guidelines to ensure compliance with company standards and regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
CUSTOMER SERVICE REPRESENTATIVE
Farmers Insurance Group
11.2017 - 12.2018
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
RETENTION SPECIALIST
Pacific Specialty Insurance Company
01.2016 - 05.2017
- Retained property and causality policies by 72-80%.
- Researched and analyzed data during the underwriting process.
- Processed insureds, mortgage companies and producers payments, renewals and endorsements.
- Updated files as necessary
SERVICE SPECIALIST
Liberty Mutual Insurance Company
01.2005 - 10.2014
- Developed strong problem-solving skills to identify and address customer issues effectively.
- Helped alleviate and diffuse customer complaints
- Maintained an organized work area by tidying up at the end of each shift.
- Provided guidance and support to junior staff members when needed.
CUSTOMER SERVICE REPRESENTATIVE
Liberty Mutual Insurance Company
08.2002 - 01.2005
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Adhered to company policies and procedures while providing superior service.
- Developed positive relationships with customers through friendly interactions.
- Provided account information to customers and explained bill service policies and customer rights.
- Followed up with customers regarding product functionality and overall satisfaction.
- Developed strong customer relationships and loyalty through effective communication.
- Logged details of customer service calls in computer system following correct protocols.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection by providing detailed information about available products and services.
- Updated and maintained database with accurate customer information and timely data entry.
- Identified opportunities for upselling additional products or services based on customer needs.
- Displayed strong organizational skills while managing multiple projects simultaneously.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Resolved customer complaints promptly and efficiently.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Implemented innovative methods for streamlining the customer service process.
Education
Bachelor of Arts (B.A.) - General Psychology
Fairleigh Dickinson University
Teaneck, NJ05.1980
Skills
- Proficient in customer relations
- Retail sales
- Data Analysis
- Operational Efficiency
- Special Assignments
- Maintaining Clean Work Areas
- Receptionist
- Training Junior Team Members
- Service-oriented communication skills
- Delinquent Account Management
- Effective documentation practices
- Microsoft Office
- Delivering constructive feedback
- Special Requests
- Customer Relations
- High-quality customer service
- Service excellence
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
January 2016- January 2025
Timeline
Customer Service Representative
California Fair Plan
02.2024 - 10.2025
UNDERWRITER/RETENTION SPECIALIST
Pacific Specialty Insurance Company
12.2018 - 02.2024
CUSTOMER SERVICE REPRESENTATIVE
Farmers Insurance Group
11.2017 - 12.2018
RETENTION SPECIALIST
Pacific Specialty Insurance Company
01.2016 - 05.2017
SERVICE SPECIALIST
Liberty Mutual Insurance Company
01.2005 - 10.2014
CUSTOMER SERVICE REPRESENTATIVE
Liberty Mutual Insurance Company
08.2002 - 01.2005
Bachelor of Arts (B.A.) - General Psychology
Fairleigh Dickinson University
Similar Profiles
Stephanie DeSantis PakizStephanie DeSantis Pakiz
Compliance Analyst at California FAIR Plan AssociationCompliance Analyst at California FAIR Plan Association
Alejandro LopezAlejandro Lopez
Accounting Clerk at Robert Half - California Fair PlanAccounting Clerk at Robert Half - California Fair Plan
TAMARA THOMPSONTAMARA THOMPSON
Data Entry Specialist at California FAIR Plan Property InsuranceData Entry Specialist at California FAIR Plan Property Insurance
Adrian ValenciaAdrian Valencia
Paraeducator/Preschool Afterschool Care Volunteer at Yuba City Unified School DistrictParaeducator/Preschool Afterschool Care Volunteer at Yuba City Unified School District
Dongyang HeDongyang He
E-Sports Assistant Coach at University of California, BerkeleyE-Sports Assistant Coach at University of California, Berkeley