SUMMARY

JOHN
Detail oriented insurance agent focused on protecting the assets and well being of
SPRATLEN clients. Excellent customer service and computer operations skills. Analytical mindset
10510 W Richland Rd with the ability to break down processes to a science that can be modularly improved
Cheney, WA 99004 through focused development.

509 202 7117 SKILLS

jspratlen@gmail.com
● Customer Service
● Critical Thinking
● Reading Comprehension
● Social Perceptiveness
● Complex Problem Solving
● Decision Making
● Production and Processing

EXPERIENCE

Licensed Gold Customer Service Representative, Safeco

Spokane, WA — 2017-Current
● Provided coverage counseling and policy reviews to confirm that all assets
that an insured had were covered as best as possible.
● Used intricate knowledge of personal lines insurance policies to cross sell
and up sell insurance coverage.
● Processed endorsements on Safeco policies per agent, lender, and insured
request.
● Generated legal documents for policies including LPRs, state-specific
insurance ID cards, evidence of property insurances, and more.
● Used advanced knowledge of Safeco products and systems to assist newer
agents when needed.
● Followed a continuous improvement protocol to get internal documentation
and procedures updated.
● Provided detailed and accurate billing information for insureds, including
complex multiple midterm endorsements.

CAE Retention, Comcast

Spokane, WA — 2015-2017

● Resolved customer concerns ranging from bill and service dissatisfaction to

scheduling errors in an attempt to retain service subscriptions.
● Processed customer account transfers using proprietary software while using
established call flows to optimize customer services at their new address.
● Utilized a specialized call flow to probe customers for non-invasive personal
information to custom tailor their subscription to their needs in order to
maximize customer satisfaction with company products.
● Followed established company protocol with diligence to protect customer
personal information and account integrity.
● Used acquired expertise with proprietary software to assist in the training of
new hires by demonstrating software use in a classroom environment.
● Assisted colleagues on the floor with software complications and provided
proper solutions as well as sample talking points to best explain the plan of
action of the customer in an easily understandable fashion.
● Acted as an internal consultant agent for the department via a chat based
system.

Debit Card Specialist, PayPal

Omaha, NE — 2014-2015

● Resolved customer issues regarding debit card purchases including payment

denials due to risk model declines and disabled card statuses.
● Collected required information through probing questions for the proper filing
 of debit card charge backs.
● Followed strict compliance regulations in regards to the handling of sensitive
customer information for the purpose of issuing financial products.
● Addressed customer grievances caused by unauthorized or incorrect
charges in a timely fashion.
● Utilized in-depth knowledge of fast changing company policies and
procedures to find best option solutions for customer's needs.
● Practiced implementing human empathy into every call to always do the right
thing while maintaining a professional demeanor on the phone.
● Efficiently managed high volume inbound customer calls.
● Actively reported and submitted examples of call drivers to the team for
expedited fixes and work-arounds to help keep call volume to a manageable
level and preserve service levels.
● Consistently improved upon measured metrics to enhance productivity while
still delivering world class customer service.

Dispatcher, TAK Communications

Omaha, NE — 2014-2015

● Communicate with customers, technicians, and supervisors to answer

questions, disseminate information, and address complaints via telephone
and email.
● Complete bihourly time frame reports containing vital production statistics
using Excel Spreadsheets.
● Create and update procedural manuals and standardized reports based on
information need from management.
● Contact and update customers regarding the status of their scheduled
appointments while simultaneously providing superb customer service.
● Document all customer requests and vital dispatch information on each work
order.
● Oversee all communications between technicians, customers, and
supervisors across multiple geographic locations.
● Complete end of day reports using proprietary software to confirm customer
services are still working after technicians have closed out a work order.

ACCOMPLISHMENTS

Safeco
● Highest customer satisfaction score in the department for Q1 2018.
● Recognized by internal Territory Manager who used a live call to sell Gold
services to agents.

Comcast
● Founding member of the floor support team.
● Trained a new hire class on using one of the billing systems.

EDUCATION

Westside Highschool
GED — 2009

REFERENCES

Available upon request.