Michelle Johnson
Farmers Insurance Agency
Hazelton
1
Language
23
years of professional experience
Experienced customer service professional with a strong background in CRM, issue resolution, and detailed recordkeeping across insurance, call center, and office support roles.
Work History
Agent
2 Years 4 Months- Advised clients on auto, home, and life coverage options based on individual needs.
- Explained policy terms, endorsements, and exclusions to support informed customer decisions.
- Processed policy applications, renewals, and coverage changes with strong accuracy.
- Built customer relationships through responsive follow-up and consistent account support.
- Resolved billing and policy questions while coordinating with underwriting and claims teams.
- Maintained detailed client records in agency systems to ensure compliance and service continuity.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Collected, arranged, and input information into database system.
- Processed customer down payment and monthly payments.
- Made bank deposits.
Call Center Representative
3 Years 2 Months- Handled high-volume calls with professionalism, adapting communication to diverse customer needs.
- Resolved inbound customer inquiries with accurate account information and clear service guidance.
- Escalated complex issues to appropriate departments while preserving customer satisfaction and call flow.
- Documented call details in CRM systems to maintain complete, current interaction records.
- Processed orders, payments, and service requests accurately within established procedures.
- Trained new representatives on call handling standards, documentation practices, and customer service expectations.
- De-escalated difficult conversations by applying active listening and solution-focused communication.
- Improved call center efficiency by identifying workflow gaps and recommending practical process adjustments.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handling time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
1 Year 11 Months- Resolved policy, billing, and coverage inquiries with accurate, courteous phone support.
- Managed quote requests and applications using agency systems with strong attention to detail.
- Processed endorsements, cancellations, and renewals while maintaining compliant policy records.
- Reviewed policy documentation for accuracy, identifying discrepancies before they affected service.
- Coordinated claims follow-up with adjusters, agents, and policyholders to support timely updates.
- Strengthened client retention through proactive policy reviews and clear coverage explanations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Office Administrator
6 Years 3 Months- Coordinated scheduling, meetings, and communications across departments to support workflow continuity.
- Managed daily office operations, ensuring accurate records, correspondence, and document filing.
- Processed invoices, purchase orders, and vendor payments with consistent attention to detail.
- Maintained confidential employee and customer files in compliance with company procedures.
- Resolved customer and vendor inquiries promptly, supporting strong business relationships.
- Supported payroll, accounts receivable, and accounts payable functions with dependable execution.
- Trained new administrative staff on office systems, procedures, and records management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reconciled account files and produced monthly reports.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Aided in employee onboarding through training new hires on office procedures, software applications, and company policies.
- Assisted in event planning efforts for company gatherings, conferences, or workshops to enhance employee engagement and networking opportunities.
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Managed payroll processing for staff, ensuring accuracy and timely disbursement of salaries.
Education
High School Diploma
Skills
Collaboration skills
Organizational skills
Customer satisfaction
Call handling
CRM
Information documentation
Recordkeeping
Policy cancellation
Lead generation
Issue resolution
Analytical skills
Attention to detail
Time management
Customer service
Multitasking
Task prioritization
Relationship building
Professional communication
Active listening
Effective communication
Strong communication
Follow-up calls
Analytical skills
Team collaboration
Professionalism
Adaptability
Analytical skills skills
Effective communication
Task prioritization
CRM
Professionalism
Time management skills
Adaptability
Languages
English
Full Professional
Interests
Kayaking
Camping
Embracing outdoor adventures such as going side by siding and hiking.
Crafting and DIY Projects
Reading
Knitting and Crocheting
Personal Development and Self-Improvement
Exploring famous landmarks
historical sites
and cultural attractions in a new destination.
Road Trips
Timeline
Agent
Farmers Insurance Agency
06.2024 - CurrentRead More
Call Center Representative
Magic Services
04.2021 - 06.2024Read More
Customer Service Representative
Farmers Insurance Agency
05.2019 - 04.2021Read More
Office Administrator
J&W Agri-Corp
05.2003 - 08.2009Read More
Valley High School
High School Diploma
Read More