Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Volunteering
Timeline
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Felissa Hamilton

Waukegan

Summary

Insurance customer service professional with a proven track record of enhancing customer loyalty and satisfaction through effective retention strategies. Consistently achieved perfect evaluation scores while fostering strong client relationships. Currently transitioning to human resources and insurance roles to leverage analytical skills for improved organizational effectiveness.

Overview

30
30
years of professional experience

Work History

Customer Service Escalation Management Specialist/ Customer Service

Allstate
Northbrook
01.1996 - 09.2025
  • Resolved inquiries and complaints with empathy, achieving an 85% customer satisfaction rate.
  • Delivered superior customer experiences by addressing concerns promptly and effectively.
  • Enhanced customer loyalty through personalized policy retention options.
  • Managed over 60 calls daily while maintaining a 90% availability on phones.
  • Maintained positive demeanor to facilitate memorable customer interactions.
  • Cross-trained as backup for customer service representatives to ensure operational continuity.
  • Provided agents with updates on new website features to enhance service delivery.
  • Responded swiftly to inquiries from team members and clients via email and fax.

Education

BS - Business Management

National- Louis University
Wheaton, IL
01-1998

Skills

  • Client relationship management
  • Insurance processing
  • Multichannel support
  • Remote work proficiency
  • Effective communication
  • Problem solving
  • Analytical thinking
  • Customer service excellence
  • Team liaison
  • Coaching techniques
  • Adaptability
  • Active listening
  • Quick learner
  • Microsoft Office proficiency
  • Conflict resolution
  • Policy interpretation
  • Complaint handling
  • Data entry
  • Account management
  • Document control
  • Regulatory compliance adherence
  • Financial transactions

Affiliations

  • Life Office Management Association, Inc.
  • Zeta Amicae of Waukegan, IL, 2010 held position as Assistant Treasurer.

Accomplishments

  • Published newsletter for Habitat for Humanity of Lake County, IL, 06/10
  • Waukegan Citizen Police Academy graduate, 12/09

Volunteering

  • Currently serves on the decorating and setup committee at Christian Valley Missionary Baptist Church from 2024 to present by providing on-site support, smooth logistics, timeline execution and attendee satisfaction.

Timeline

Customer Service Escalation Management Specialist/ Customer Service

Allstate
01.1996 - 09.2025

BS - Business Management

National- Louis University
Felissa Hamilton