Kerry Weatherly
Lancaster,SC
Summary
Dynamic and results-driven customer service professional with extensive expertise in the insurance and financial services industry, dedicated to delivering exceptional client experiences. Proven ability to navigate multiple systems effectively, ensuring accuracy of information while adeptly researching and resolving inquiries. Recognized for a positive demeanor and proactive approach to challenges, complemented by strong time management and problem-solving skills. Eager to leverage knowledge and experience in a challenging new role that fosters growth and innovation.
Overview
22
22
years of professional experience
Work History
Senior Customer Relations Associate, Business Law
Brighthouse Financial
06.2017 - 12.2020
- Audited documentation for precise beneficiary details to assure rightful beneficiaries receive payments.
- Orchestrated timely validation of beneficiary benefits ahead of claim payment processing.
- Coordinated with cross-functional teams to resolve complicated claims matters efficiently.
- Tracked client interactions, upholding conformity with relevant regulatory standards and policies.
- Guided new customer relations associates through company policies, procedures, and best practices.
- Accelerated response time via adoption of streamlined problem-solving methods for prompt resolutions.
- Strengthened customer satisfaction by efficiently managing and resolving inquiries, concerns, and complaints.
- Facilitated process improvement efforts contributing to greater efficiency in customer relations department.
- Deployed customer feedback solutions to assess improvement areas and enhance overall satisfaction.
- Integrated efforts with different departments to ensure smooth service delivery at every point in customer journey.
- Mitigated process inconsistencies and guided team members in adherence to best practices and protocols.
- Inspected and settled customer inquiries and complaints swiftly.
- Reviewed customer feedback to pinpoint trends and shape strategic improvements in services delivered.
- Managed customer inquiries via phone and email, ensuring timely resolution of issues.
- Reduced response time by implementing efficient problem-solving techniques for faster resolutions.
Senior Annuity Consultant
DXC formerly Metlife
01.2014 - 06.2017
- Managed responses to corporate complaints from diverse sources such as insurance, FINRA, social media, and presidential inquiries. Conducted in-depth research to provide accurate and timely resolutions. Enhanced complaint response framework to improve client relations and compliance. Worked closely with other departments to ensure thorough investigations and resolutions.
- Scrutinize fraud claims and coordinate with internal and external departments for resolution.
- provide internal feedback for corrections as required.
- Facilitate follow-ups to ensure suitable modifications finalized for rectifying customer challenges.
- Investigate complaint data each month to identify new and systemic issues vital for procedure and process optimizations.
- review agreement clauses to determine complaint accuracy.
- Track thorough records of customer engagements, noting inquiries, complaints, comments, and measures implemented.
- Coordinate phone discussions with customers and inform about resolution outcomes
- Partner with help desk to reenact customer scenarios when required during complaint investigation
- peer review of complaint inquiry materials.
- Developed strategic recommendations to improve client engagement and satisfaction metrics.
Customer Advocate
Metlife
01.2012 - 01.2014
- Handled client issues promptly to ensure satisfaction.
- Supervised social media response activities on Facebook, LinkedIn, and Twitter to uphold brand standards. Enhanced corporate engagement by efficiently handling interactions on key social platforms. Led monitoring of corporate social media accounts on Facebook, LinkedIn, and Twitter to track performance.
- Transformed customer attitudes toward MetLife via superior service and diligent case resolution.
- Generate outgoing correspondence intended for customers and internal business partners.
- Orchestrated weekly sessions aimed at enhancing employee engagement
- Explained contract provisions and riders
- Oversaw efficient withdrawals and fund transfers.
- Interact with various contacts throughout CSSG and external partners to expedite customer issue resolution.
- Coordinated importation of daily survey files into team workflow system.
- Support customer interests by offering personalized solutions and guidance in policy management.
- Advocated for customer needs, ensuring timely resolution of inquiries and claims.
- Collaborated with cross-functional teams to streamline customer service processes.
- Analyzed customer feedback to identify trends and recommend improvements in services.
Customer Service Consultant
Metlife
01.2004 - 01.2012
- Monitor calls for quality assurance.
- Respond to agents and clients via email inquiries.
- Certified Job Coach.
- Provide side by side coaching as well as new hire coaching.
- Held weekly meetings with the employee motivational team.
- Demonstrate outstanding problem solving skills – able to diffuse difficult customer service situations.
- Received awards for providing exceptional customer service.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Led training sessions focused on effective communication techniques for client engagement.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
Office Manager
Commercial Metals Co
01.2001 - 05.2004
- Billing and collections oversight.
- Managed resolution of all customer and vendor complaints
- Assessed payroll and time cards manually.
- Led weekly safety briefings with drivers.
- Contributed to OSHA compliance reporting.
- Facilitated communication by overseeing multiple incoming phone lines.
- Handled cash drawer functions with timely opening and closing.
- Streamlined office operations to enhance efficiency and reduce delays.
- Managed vendor relationships to ensure timely supply delivery and quality service.
Office Manager
Steamatic
12.1998 - 12.2001
- Operated various phone lines.
- Managed insurance claims submissions effectively
- Administered weekly payroll consistently
- Handled customer complaints effectively
- Guided all new hires through organizational policies and procedures.
- Managed daily office operations, ensuring efficient workflow and effective communication among departments.
- Streamlined office operations to enhance efficiency and reduce delays.
- Implemented filing system improvements, increasing document retrieval speed by 30%.
- Coordinated staff schedules, optimizing resource allocation for projects and events.
Skills
- Excellent written, oral communication, and interpersonal skills
- Vast experience in complaint handling, reporting, and trending
- Wide knowledge of regulatory complaint response requirements
- Troubleshooting/ Problem Solving
- Exceptional ability to prioritize and work to meet short deadlines
- Resolved complex issues
- Ability to train and mentor staff on quality, regulatory regulations, and products
- Identify the root cause of each issue and track them to create actionable items to fix processes that may hinder the customer experience
- Complaint handling
- Problem-solving
- Attention to detail
- Verbal and written communication
- Decision-making
- Problem resolution
- Information gathering
- Complaint resolution
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved inquiries that led to accuracy in customer payments.
Career Snapshot
- Eighteen years of commended performance in key customer service roles.
- Expert in customer care/communications, problem solving, relationship building and user training and support.
Timeline
Senior Customer Relations Associate, Business Law
Brighthouse Financial
06.2017 - 12.2020
Senior Annuity Consultant
DXC formerly Metlife
01.2014 - 06.2017
Customer Advocate
Metlife
01.2012 - 01.2014
Customer Service Consultant
Metlife
01.2004 - 01.2012
Office Manager
Commercial Metals Co
01.2001 - 05.2004
Office Manager
Steamatic
12.1998 - 12.2001