Brooke Shifflett
Results-driven customer care professional with 10+ years of high-volume call center experience and a strong background in insurance operations. Skilled in client retention, resolving complex inquiries, and managing detailed records. Built a proven track record over 5+ years of virtual experience, successfully using digital platforms to maintain high service standards in remote environments.
Abilene, Texas
0+
Years experience
0
Skills
Work Experience
Dasher
- Maintained a 5‑star customer rating by delivering consistent, high‑quality service
- Achieved a 97% on‑time delivery rate by optimizing routes and multitasking efficiently
- Managed multiple orders simultaneously, optimizing delivery times using Google Maps
Remote Credit Analyst
- Analyzed credit data and financial statements to accurately assess Verizon customer creditworthiness
- Processed applications and verified documentation, ensuring 100% accuracy and compliance
- Communicated credit decisions clearly to customers and internal teams, improving transpare
Remote Insurance Advisor
- Ranked in the top 5 company‑wide for sales performance by consistently exceeding targets
- Guided customers through complex coverage details, enabling informed insurance decisions
- Streamlined onboarding using digital tools, improving accuracy and customer satisfaction
- Role ended due to company restructuring
Remote Property and Casualty Insurance Agent
- Educated policyholders on coverage options and compliance requirements, increasing policy understanding
- Tailored insurance solutions based on detailed needs assessments, enhancing customer satisfaction
- Resolved escalated issues using strong negotiation and conflict‑resolution skills, improving retentio
Remote Licensed Retention Specialistlist
- Developed retention strategies to reduce cancellations, increasing client retention rates
- Resolved complex coverage issues while maintaining compliance, ensuring customer satisfaction
- Built trust and loyalty with long‑term clients, strengthening client relationships
Client Service Specialist
- Delivered empathetic communication across phone, email, and in‑person interactions, enhancing client experience
- Maintained accurate client records to support efficient workflows and timely service delivery
- Collaborated with team members to ensure seamless service and client satisfaction
Skills
Micrsoft OfficeMedical TerminologyHigh Volume Call CenterOrganizedAdaptabilityAttention to detailConflict resolutionCredit risk assessmentCommunicationSlackPhone etiquetteZoho CRMTask prioritizationE-signature softwareProblem SolvingCustomer follow-upsCall prioritizationCall escalation managementTechnical ProficiencyInsurance policy reviewTime managementRemote work experienceCall center agent experienceConfidential information handlingCRM softwareRecords managementResearchBilling troubleshootingCall loggingSalesUpsellingEmpathetic Listener
Education
Certificate, Legal Secretary
Stenograph Institute of Texas
Coursework, Medical Coding and Billing
Careerstep
Awards
Certificate of Achievement
Awarded for exceeding customer expectations by fostering a welcoming atmosphere that prompted a client to voluntarily share outstanding positive feedback