Experience

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  Truist

  Feb 2020 - Feb 2021

  Customer service representative

  • Delivered exceptional client service and a distinctive client experience for a broad range of products and services by answering inbound calls, professionally and courteously.• Assessed client needs and suggested appropriate products and services (i.e., open new accounts & complimentary services).• Addressed client questions and concerns with an emphasis on minimal client effort.• Ensured security of client information and assisted with minimizing bank losses by performing appropriately defined client authentication for each call received.• Accurately completed call wrap-up tasks and documentation to support training, forecasting and trending analysis.• Actively engaged in providing feedback to improve communications and business processes.• Maintained high-levels of client satisfaction through Truist’s Voice of the Client (VOC) program.• Assisted in the resolution and tracking of client complaints.• Employed the LAST (Listen, Apologize, Solve, and Thank You) Model with each client.• Identified possible identity theft and fraud and escalated for follow-up and risk mitigation. Show less

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  Lincoln financial group

  Jun 2021 - Sept 2022

  Customer service representative

  • Communicated with 50-90 customers daily, answering questions and providing information regarding their needs/questions through the utilization of multiple platforms and applications.• Performed research in response to customer inquiries and documented customer interactions in the appropriate systems.• Maintained customer confidentiality while complying with privacy regulations and meeting and exceeding internal quality and service standards.• Escalated client service issues and/or concerns to more senior team members or management as needed.• Communicated effectively through phone/email with both internal and external stakeholders in a customer centric and professional demeanor.• Worked independently on the routine basis while meeting customer expectations and demonstrating flexibility and responsiveness to meet customer needs. • Recognized general issues/concerns and identified and/or recommended process improvement opportunities to positively influence the team and quality as needed. Show less

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  Progressive insurance

  Apr 2024 - now

  Service consultant

  • Promptly and professionally answers incoming calls from customers with insurance related questions or concerns.• Provides detailed information about existing insurance policies, including coverage details, premiums, and policy terms.• Addresses customer inquiries, complaints, and concerns in a timely and empathetic manner.• Processes policy changes such as address updates, coverage adjustments, and beneficiary changes• Assist customers with billing questions, payment issues, and explaining billing statements.• Identifies opportunities to cross-sell or upsell additional insurance products to existing customers.• Accurately documents customer service interactions and updating relevant systems with accurate information Show less