TIFFANY BILBREY
Knoxville
Summary
Insurance Service Representative with 5+ years at Travelers and 15+ years in customer service, call center operations, quality, and training. Skilled in resolving complex customer and agent inquiries, educating on policy coverage and eligibility, mentoring new hires in real time, and supporting system and process change initiatives. Recognized for consistency, adaptability, and customer advocacy. Seeking advancement into a Resolution Support Specialist role.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Travelers Insurance
Knoxville
03.2020 - Current
- Provide advanced servicing support for customers and agents, including policy changes, coverage inquiries, cancellations, and reinstatements, ensuring underwriting eligibility and accurate resolution.
- Resolve complex inquiries through strong analysis, clear communication, and effective de-escalation within assigned calls.
- Identify appropriate opportunities to upgrade coverage or recommend additional products aligned with guidelines and customer needs.
- Serve as a New Hire Mentor for three years, providing real-time guidance during live calls by helping representatives navigate Live Publish, locate accurate information, refine call language, understand policy intent, and build confidence and morale.
- Completed a GOS&D; Escalated Change Rotation, updating policies aligned with the DTPs using ICAL, Excal, and IDEAS to support accurate and compliant change implementation.
- Currently training as a Change Champion for PBT/Guidewire, supporting system change initiatives through testing, feedback, and peer adoption support.
- Cross-trained in CCC, Agent Services, FNOL, IntelliDrive, and NEA White Glove.
- Currently serve as the Customer Experience Champion for Team Proffitt.
- In-Synch Nominee (2022-2025) and In-Synch Winner (2024).
Inbound/Outbound Call Center Supervisor | Quality & Training | Enrollment
EDFinancial Services
Knoxville
02.2013 - 02.2020
- Managed high-volume inbound and outbound calls and resolved complex account and delinquency issues.
- Conducted quality reviews and coaching to improve performance, compliance, and customer experience.
- Trained and onboarded new employees and supported skill development.
- Analyzed reports using Nsight to identify automation errors and process gaps.
- Employee of the Year (2017).
Education
High School Diploma -
Stratford High School
Goose Creek, SC06-1999
Skills
- Complex Issue Resolution
- Customer & Agent Advocacy
- Mentorship
- Empathy and patience
- Active listening
- ICAL
- Excal
- IDEAS
- Microsoft Office
- Google Workspace
Timeline
Customer Service Representative
Travelers Insurance
03.2020 - Current
Inbound/Outbound Call Center Supervisor | Quality & Training | Enrollment
EDFinancial Services
02.2013 - 02.2020
High School Diploma -
Stratford High School