Jalen Cribbs

Technical expertise:

• Works under moderate direction on assignments of limited complexity
• Focuses on growing technical knowledge and skills
• Problems and issues are routine, and solutions clearly prescribed
• Receives, opens, sorts, matches, and distributes mail and forms internally
• Directs outgoing mail to the Mail Center
• Follows established procedures via standard work to appropriately handle and distribute cash/checks, certified mail, registered mail, and returned mail
• Types and/or processes a variety of different policy transactions such as policy issuance/non policy issuance changes including vehicle, coverage, endorsement, discounts, added/changed driver assignments
• Enters miscellaneous system transactions as directed
• May specialize in a portion or product line of P&C Operations
• May serve as a technical resource regarding procedures, problem resolution, and reference materials such as rate manual, auto answers and standard work
• Works with other business areas on complex service issues such as State farm payment plan/ State farm billing department figuring out premiums, non-pay cancellations, effective date priors, SFPP billing changes, balancing SFPP accounts, misapplied/missing payments, irregular billing, return checks, stop pay and accounting inquiries
• Handle escalated calls efficiently, finding satisfactory resolutions for both agents and customers.
• Responds to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information

Accountability:

• Managing time and meeting metrics on a daily and monthly basis.
• Ensure that I meet the expectations of company and our customer with minimal supervision
• Always open to room to learn new things and takes responsibility for when processes/entries are done incorrectly.

Teamwork:

• Developed rapport with customers through active listening skills, leading to positive feedback from agents/customers.
• Collaborated with team members to develop best practices for consistent customer service delivery and first call resolution
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.