Victoria is a Licensed Customer Service Representative in our Customer Contact Center in Charlotte.
Q: When did you join Allstate?
A: I joined Allstate back in Nov. 2017 as an Unlicensed Customer Service Representative in our Charlotte Customer Contact Center. In this role, I was responsible for completing customer inquiries, requests and changes to policies which do not require a license. I really enjoyed this role, but I wanted to help customers with more than transactional service requests, so I applied for the Licensed Customer Service Representative role.
Q: What did that transition look like?
A: After I applied, I was accepted into the Licensing Service Program. Allstate offered me the opportunity to study for the General Lines Property and Casualty (P&C) exam through the state of North Carolina. Once I passed the exam and became licensed, I was able to do things I was not able to previously, such as add a vehicle, replace a vehicle, change a customer’s status from single to married and now I even have the opportunity to cross-sell products to help protect customers from life’s uncertainties.
Q: What work are you most proud of?
A: I’m most proud of being a Quality Review Subject Matter Expert. It gives me the opportunity to live into our Leadership Principle: We Win Together. I’m able to cascade and translate the information coming through our quality reviews to our team and determine what can we do better to improve the customer experience.
Q: What’s different about Allstate?
A: The culture of development. Ever since I joined Allstate I was told that you can move to different areas of the company if you deliver on your responsibilities, ask questions and learn. This has been my experience from the very beginning of my Allstate journey.
Q: What qualities make a person successful here?
A: I think what makes a person successful here is being open to feedback, asking questions and going the extra mile by leading a huddle or asking your leader if there’s something else you can do to advance your career.
Q: Outside of work you can be found?
A: Trying different restaurants (I love Italian food and cheese) and spending time with my family.
Fun fact: I love Marvel movies!
Interested in joining our Customer Contact Center? Search for open opportunities today.