Francine Lewis
Spanish Town
Summary
A multi-faceted Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
2026
2026
years of professional experience
Work History
Client Services Associate
Sagicor Life Jamaica
01.2023 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
Client Services Assistant
Sagicor Life Jamaica
01.2021 - 01.2023
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Administered and tracked client service payments.
- Corresponded with clients through email, telephone, or postal mail.
- Maintained confidentiality of information regarding clients and company.
- Resolved customer problems and complaints.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Personal Assistant
Sagicor Life
2020 - 2021
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Displayed absolute discretion at handling confidential information.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Brand Advocate
Hinduja Global Services
01.2019 - 01.2020
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to healthcare providers requests for products, services, and company information.
- Investigated and resolved healthcare providers inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated healthcare providers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Client Contact Care Associate
Sagicor Group Client Contact Center
01.2018 - 01.2019
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Assessed customer needs and recommended suitable insurance policies.
- Processed and recorded new policies and claims.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Modified, updated and processed existing policies.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Maintained confidentiality of patient finances, records, and health statuses.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Verified client information by analyzing existing evidence on file.
- Posted payments to accounts and maintained records.
Customer Service Representative and Quality Analyst
IBEX Global
01.2016 - 01.2018
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
Financial Advisor (Acting)
Pinnacle Insurance Brokers
01.2016 - 01.2016
- Explained advantages, features, and disadvantages of various policies to promote sale of plans.
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Maintained high standards of customer service by building relationships with clients.
- Promoted products and services using upselling and other sales strategies.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Analyzed risk factors to recommend appropriate coverage levels.
- Researched and identified potential new markets.
- Identified and solicited sales prospects in agency databases.
- Designed presentations and marketing materials to promote insurance products.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
Accounting Clerk
ARC Manufacturing
01.2013 - 01.2016
- Reconciled bank accounts with updated information.
- Provided key clerical and administrative support to senior accounting staff.
- Processed incoming and outgoing invoices and payments.
- Liaised with vendors and customers to resolve discrepancies.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Handled day-to-day accounting processes to drive financial accuracy.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Input financial data and produced reports using Quickbooks.
Education
B.Sc. - Business Administration, Information Systems Major
University of The Commonwealth Caribbean
Kingston, Jamaica09-2027
Certificate - Payroll, Staff Benefits And Statutory Deductions
University of The Commonwealth Caribbean
Kingston, Jamaica01-2021
Ordinary Long Term Examination - undefined
College of Insurance and Professional Studies
01.2016
High School Diploma -
Jonathan Grant High School
St. Catherine, Jamaica01.2011
Skills
- Interpersonal and written communication
- Strong interpersonal skills
- Data entry proficiency
- Client rapport
- Escalation management
- Insurance verification
- Claims processing
- Account updating
- Client education
- Complaint handling
Timeline
Client Services Associate
Sagicor Life Jamaica
01.2023 - Current
Client Services Assistant
Sagicor Life Jamaica
01.2021 - 01.2023
Brand Advocate
Hinduja Global Services
01.2019 - 01.2020
Client Contact Care Associate
Sagicor Group Client Contact Center
01.2018 - 01.2019
Customer Service Representative and Quality Analyst
IBEX Global
01.2016 - 01.2018
Financial Advisor (Acting)
Pinnacle Insurance Brokers
01.2016 - 01.2016
Accounting Clerk
ARC Manufacturing
01.2013 - 01.2016
Ordinary Long Term Examination - undefined
College of Insurance and Professional Studies
Personal Assistant
Sagicor Life
2020 - 2021
B.Sc. - Business Administration, Information Systems Major
University of The Commonwealth Caribbean
Certificate - Payroll, Staff Benefits And Statutory Deductions
University of The Commonwealth Caribbean
High School Diploma -
Jonathan Grant High School
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