Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alicia Brewton

Charlotte,NC

Summary

Seasoned customer service agent 14 years of experience in fast-paced professional environment Accomplished and energetic team player with a solid history of achievement in customer care, time management and data entry Motivated leader with strong organizational and prioritization

Overview

22
22
years of professional experience
1
1
Certification

Work History

Health Insurance Agent

Ttec (TeleTech) - HealthCare Solutions
09.2017 - Current
  • Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage
  • Customize insurance programs to suit individual customers, often covering a variety of risks
  • Use computers for various applications, such as database management or word processing
  • Maintained compliance with all industry regulations while completing paperwork accurately and efficiently.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
  • Used Tele health to process benefit transactions.
  • Managed approximately 45-50 incoming calls, emails and faxes per day from customers.'
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.

Property and Casualty Insurance Agent

Synchrony
02.2023 - 02.2025
  • Collaborated with agency partners to coordinate risk management strategies and provide comprehensive solutions for clients'' unique needs.
  • Negotiated favorable terms for clients during the claims process, resulting in higher claim payouts and satisfied policyholders.
  • Increased new business acquisition by actively prospecting for potential clients through phone calls, emails, and networking events.
  • Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
  • Kept accurate records of customer support interactions using defined methods and tools.
  • Streamlined administrative processes within the agency by implementing technology solutions that improved efficiency and reduced paperwork burden.
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Provided comprehensive product knowledge and guidance to help clients on product selection.
  • , 'Managed approximately 30 incoming calls, emails and faxes per day from customers

Property Casualty Licensed Agent

Allstate
04.2019 - 02.2023
  • Identifying sales opportunities for insurance plans and overseeing a portfolio of clients
  • Identifying risk management strategies
  • Handling policy renewals
  • Streamlined office processes to improve efficiency and productivity within the team.
  • Delivered informative presentations at community events, promoting awareness of available insurance products and services.
  • Ensured compliance with all state regulations and licensing requirements, maintaining a clean record throughout tenure as a Licensed Agent.
  • Managed a diverse portfolio of clients, tailoring solutions to meet individual needs while balancing risk exposure for the agency.
  • Established strong rapport with both new and existing clients, fostering long-term relationships built on trust and reliable service.
  • Responded to customer calls within 24 hours so that issues were resolved swiftly.
  • Collaborated with colleagues to develop marketing strategies for attracting new clients.

Retention Specialist

Conduent
01.2018 - 12.2018
  • Listened to concerns and offered alternative solutions
  • Developed innovative responses for unique situations
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
  • Answered customer questions about product availability and shipment times
  • Built long-term customer relationships and advised customers on purchases and promotions
  • Managed approximately 60-70 incoming calls,

Cashier Customer Service

Compass Group
12.2007 - 01.2018
  • Use computers for various applications, such as database management or word processing
  • Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced
  • Create, maintain, and enter information into databases
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
  • Processed both cash and card purchases and returns.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
  • Developed strong relationships with repeat customers through friendly service interactions.

Service Agent

American Red Cross
07.2016 - 09.2017
  • Use computers for various applications, such as database management or word processing
  • Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution
  • Explain policies, procedures, or services to patients using medical or administrative knowledge
  • Schedule appointments and maintain and update appointment calendars
  • File and maintain records
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Met or exceeded service and quality standards every review period
  • Gathered and verified required customer information for tracking purposes
  • Mastery of customer service management systems and databases
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.

Crew Trainer

McDonald's restaurant
08.2003 - 08.2008
  • Strictly followed all cash, security, inventory and labor policies and procedures
  • Education Communicated openly and honestly with the management team during each shift to ensure it ran smoothly
  • Performed all position responsibilities accurately and in a timely manner
  • Demonstrated integrity and honesty while interacting with guests, team members and managers
  • Promptly and empathetically handled guest concerns and complaints
  • Train new employees
  • Supported smooth store operations by taking on additional responsibilities such as opening or closing procedures when needed.
  • Maintained a clean dining area for guests, ensuring a positive experience with every visit.
  • Assisted management in resolving customer complaints, resulting in increased loyalty and repeat business.
  • Served as an essential liaison between management staff and crew members, relaying crucial updates regarding scheduling changes or policy adjustments proactively.
  • Provided excellent problem-solving skills to troubleshoot equipment malfunctions or other operational issues promptly.
  • Improved safety record, leading safety drills and educating staff on emergency procedures.
  • Trained other employees in customer service, food safety, and performance requirements.

Education

Associate Nursing Degree - Nursing

Central Piedmont Community College
Charlotte, NC
06.2021

High School Diploma -

Olympic High School
Charlotte, NC
06-2025

Skills

  • Financial acumen
  • Negotiation
  • Health insurance
  • Policy analysis
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking

Certification

  • DIFSG License - 2018-2027

Timeline

Property and Casualty Insurance Agent

Synchrony
02.2023 - 02.2025

Property Casualty Licensed Agent

Allstate
04.2019 - 02.2023

Retention Specialist

Conduent
01.2018 - 12.2018

Health Insurance Agent

Ttec (TeleTech) - HealthCare Solutions
09.2017 - Current

Service Agent

American Red Cross
07.2016 - 09.2017

Cashier Customer Service

Compass Group
12.2007 - 01.2018

Crew Trainer

McDonald's restaurant
08.2003 - 08.2008

Associate Nursing Degree - Nursing

Central Piedmont Community College

High School Diploma -

Olympic High School

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