1. SUMMARY
HIGHLIGHTS
ACCOMPLISHMENTS
EXPERIENCE
TIFFANY D LORENO4444 Giordano Street, Fordoche, La. 70732 | C: (225) 328-6376 | Tloreno1216@yahoo.com
Customer Service/Sales Representative who specializes in quality service, customer retention,
productivity and team management.
Leadership/management skills
Analytical and problem-solving
skills
Interpersonal Effectiveness
Communication Skills
Training and development
Strong Work Values
Goal Oriented
Management of remote
employees
Focused on customer
satisfaction
Skilled multi-tasker
Managed call flow with up to sixty calls in queue per minute. Exceeded
corporate target for customer satisfaction for twelve months in a row
and was promoted to Quality Assurance Manager in two years.
09/2009 to Current Inbound Sales Agent/Customer Service Representative
GoAuto Low Cost Insurance － New Roads, Louisiana
Process new insurance policies and endorse existing policies by telephone or in
person
Obtain information from policyholders to verify the accuracy and
completeness of information on applications and related documents
Interact with customers to provide information in response to inquiries about
products and services and to handle and resolve complaints
Perform vehicle inspection, examining its general condition, type of
construction, age, and other characteristics, to decide if it is a god insurance
risk
Make courtesy calls to policyholders to extend the offer to renew their policy
and maintain existing customers
Communicate with underwriting to confirm guidelines and report fraud
activity
06/2005 to 09/2009 Customer Service Representative/Monitoring & Quality Assurance
Affirmative-USAgencies － Baton Rouge, Louisiana
Write new/endorse current insurance policies
Determine charges for services requested, collect deposits or payments, and/or
arrange for billing
Provided accurate and appropriate information in response to customer
inquiries.
Resolve customer service or billing complaints by performing activities such as
exchanging merchandize, refunding money and adjusting bills
Communicate with underwriting to confirm guidelines and report fraud
activity
Monitor the daily activities of multiple customer support teams, developed,
implanted and monitored programs to maximize customer satisfaction, and
managed on-site customer service representatives
Provided detail monthly departmental reports and updates to senior
management
12/2003 to 08/2004 Customer Service Representative
Direct General Insurance － Baton Rouge, LA
Provide information about premium finance accounts to customers and
agents.
Enter policy and premium finance problems into Direct Request Tracking System
for online corrections as needed
Inform customers of price quotes for insurance coverage as requested

2. EDUCATION
REFERENCES
SKILLS
2000 Associate Degree of Criminal Justice
Southern University － Baton Rouge, Louisiana
2005 Personal Lines Insurance License
Baton Rouge, LA
Yvonne Stone - Insurance Sales Agent GoAuto Insurance (225) 312-0303
Edwina Louis - Insurance Sales Agent GoAuto Insurance (225) 246-0912
Ebony Louis - Claims Adjuster GoAuto Low Cost Insurance (225) 279-2459 Gary
Bolden Insurance Agent State Farm Insurance (504) 234-5823
Call Center, Customer Service, Insurance, Microsoft Office Suites, Sales,
Management, Quality Assurance