Alison Kay Ogg
Shannon
Summary
Dedicated customer service professional with a strong history of developing customer retention strategies that enhance loyalty and satisfaction. Skilled in analyzing client feedback to drive service improvements and streamline processes. Committed to fostering positive relationships and maintaining high standards of customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service and Retention Specialist
Mizell Campbell Allstate Agency
Brusly
08.2024 - Current
- Developed customer retention strategies to enhance loyalty and satisfaction.
- Analyzed client feedback to identify areas for service improvement.
- Collaborated with team members to streamline communication processes.
- Managed client databases using CRM software for better engagement tracking.
- Resolved customer inquiries promptly to maintain positive relationships.
- Conducted regular follow-ups with clients to ensure ongoing support.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Explained new products and services to customers.
- Performed customer negotiations to reach a fair conclusion for both business and customer.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Researched competitive offerings and identified opportunities for improving our product offering.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Developed strategies to improve customer experience and increase loyalty.
- Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
- Referred unresolved customer service issues to designated departments for investigation.
- Recommended improvements to products, packaging or shipping procedures to preclude future problems.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Liaised with IT department to improve system functionalities for better customer experience and retention.
CUSTOMER SERVICE REPRESENTATIVE
Farm Bureau Insurance
Okolona
10.2019 - 07.2024
- Delivered personalized customer service by addressing inquiries and promptly resolving issues on customer accounts
- Assisted customers in filing claims for policy coverages, ensuring accurate processing and support
- Manage account information and payment records for all clients
- Responded to telephone inquiries and complaints in accordance with standard operating procedures to maintain service quality.
- Assist customers with specialized needs for auto, recreational vehicle, and equipment loans
- Provide accurate quotes for house, auto, and agricultural needs
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Remained open to feedback from supervisor and peers to build and improve skill set.
DAYCARE TEACHER
Kingdom Kids Learning Center
Mooreville
07.2018 - 10.2019
- Implemented well-rounded curriculum to meet children's unique learning styles.
- Facilitated group activities and hands-on experiences to encourage engagement.
- Created organized classroom that encouraged children to create, explore, and make decisions with confidence.
- Maintained awareness and supervision of children's needs to maximize physical health and safety.
- Helped children explore the world, improve motor skills, and grow vocabulary.
- Assisted in the management of the classroom environment to ensure safety and positive behavior.
- Engaged families in discussions about child's education, fostering understanding of program features and benefits.
- Collaborated with teachers to create classroom rules that promote a positive learning environment.
- Utilized positive reinforcement techniques to promote good behavior.
- Monitored student progress, delivering constructive feedback to parents and supervisors to support development.
- Followed licensing guidelines and company standards to optimize daily care of children.
- Kept accurate student records detailing attendance, progress, and challenges.
- Collaborated with teachers and administrators to develop, evaluate, and revise preschool programs for enhanced learning outcomes.
- Evaluated student progress to identify areas for curriculum improvement.
- Instructed children on healthy eating habits and the importance of personal hygiene during class activities.
- Attended professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence.
SPECIAL EDUCATION TEACHER
Okolona Municipal School District
Okolona
08.2016 - 04.2018
- Enabled consistent student growth and achievement through targeted instruction aligned with age group, subject area, and IEP goals.
- Developed and executed tailored behavior management plans to address individual challenges, fostering a positive learning environment.
- Offered small group and one-on-one instruction to students requiring reading, writing, and math support.
- Facilitated smooth transitions for students between educational settings, ensuring continuity in learning and support.
- Implemented instructional activities to keep students actively engaged in meaningful learning experiences.
- Promoted positive learning environment to engage students and encourage lesson participation.
- Established and maintained cooperative working relationships with students, parents, and schools.
- Collaborated with peers to enhance instructional environment.
- Assisted in assessing changing curricular needs and offered plans for improvements.
- Participated in regular meetings with administrators, teachers, and parents to discuss student progress and interventions.
- Reviewed IEP with student's parents, school administrators and student's general education teachers.
- Met regularly with parents to review student progress.
- Utilized technology to supplement instruction and enhance student learning.
- Modeled professional and ethical standards when dealing with students, parents and community.
- Supported instruction to individuals or small groups of students with special needs.
- Designed and implemented instructional programs and support services, allowing students to progress with IEPs.
- Implemented documented therapy plans for behavior intervention treatment.
- Assessed student progress and provided feedback to parents and guardians.
SPECIAL EDUCATION TEACHER
Lee County Schools
Shannon
08.2013 - 07.2016
- Assessed student progress and provided feedback to parents and guardians.
- Facilitated smooth transitions for students moving between educational settings, ensuring continuity of support and resources.
- Cultivated strong partnerships with students, families, and educational staff to foster a supportive learning environment.
- Participated in regular meetings with administrators, teachers, and parents to discuss student progress and interventions.
- Collaborated with peers to enhance instructional environment.
- Designed and implemented behavior management plans for students with challenging behaviors.
- Utilized technology to supplement instruction and enhance student learning.
- Offered small group and one-on-one instruction to students requiring reading, writing, and math support.
- Modeled professional and ethical standards when dealing with students, parents and community.
- Promoted a positive learning environment to engage students and encourage lesson participation.
- Delivered continuous and appropriate student growth and achievement for age group, subject area and program classification.
- Implemented instructional activities to keep students actively engaged in meaningful learning experiences.
- Collaborated with parents, administrators, and general education teachers to review and align IEPs with student needs and goals.
- Assisted students in learning proper social awareness and in developing self-sufficiency.
- Implemented documented therapy plans for behavior intervention treatment.
- Attended professional development activities to learn best practices in teaching.
- Monitored student conduct and utilized approved behavior management techniques to redirect and modify inappropriate behaviors.
- Created classroom environment conducive to learning and appropriate to student maturity.
- Worked with trans-disciplinary team in planning and developing appropriate IEP goals.
- Designed and implemented instructional programs and support services, allowing students to progress with IEPs.
- Supervised and guided assistants and aides working with students.
- Gathered data to measure student progress and determine learner needs.
- Communicated clearly with learners and staff members.
- Met regularly with parents to review student progress.
- Supported instruction to individuals or small groups of students with special needs.
- Evaluated each student using state Standards, ISTAR and IEP goals.
- Kept accurate reports, records and files on individual students.
- Fulfilled district and state educational development requirements.
- Collaborated with families and guardians to support impaired students in classroom learning.
SPECIAL EDUCATION TEACHER
Amory School District
Amory
08.2010 - 07.2013
- Facilitated smooth transitions for students between educational settings, ensuring continuity of support and resources.
- Established and maintained cooperative working relationships with students, parents, and schools.
- Assessed student progress and provided feedback to parents and guardians.
- Utilized technology to supplement instruction and enhance student learning.
- Collaborated with administrators, teachers, and parents in meetings to evaluate student progress and develop targeted interventions.
- Modeled professional and ethical standards when dealing with students, parents and community.
- Promoted positive learning environment to engage students and encourage lesson participation.
- Designed and implemented behavior management plans for students with challenging behaviors.
- Assisted in assessing changing curricular needs and offered plans for improvements.
- Implemented instructional activities to keep students actively engaged in meaningful learning experiences.
- Offered small group and one-on-one instruction to students requiring reading, writing, and math support.
- Coordinated IEP reviews with parents, school administrators, and general education teachers to align educational goals and support.
- Delivered continuous and appropriate student growth and achievement for age group, subject area and program classification.
- Created classroom environment conducive to learning and appropriate to student maturity.
- Designed and implemented instructional programs and support services, allowing students to progress with IEPs.
- Implemented documented therapy plans for behavior intervention treatment.
- Supervised and guided assistants and aides working with students.
- Attended professional development activities to learn best practices in teaching.
- Assisted students in learning proper social awareness and in developing self-sufficiency.
- Evaluated each student using state Standards, ISTAR and IEP goals.
- Oversaw use of technical and specialized equipment for students.
- Monitored student conduct and utilized approved behavior management techniques to redirect and modify inappropriate behaviors.
- Met regularly with parents to review student progress.
- Kept accurate reports, records and files on individual students.
- Communicated clearly with learners and staff members.
- Recommended modifications to make classroom environment suitable to individuals with impairments.
- Developed transition plans to move students to targeted career, vocational and life skills.
- Gathered data to measure student progress and determine learner needs.
- Collaborated with families and guardians to support impaired students in classroom learning.
- Observed confidentiality rules and regulations to secure student data.
- Supported instruction to individuals or small groups of students with special needs.
- Fulfilled educational development requirements set by the district and state to maintain compliance.
Education
BACHELOR OF ARTS (B.A.) - SPECIAL EDUCATION
Mississippi State University
Mississippi State, MS, US05-2010
ASSOCIATE IN APPLIED SCIENCE (A.A.S.) - EDUCAITON
Itawamba Community College
Tupelo, MS05-2008
GENERAL -
Pontotoc High School
Pontotoc, MS05-1990
Skills
- Customer Service
- Customer Order Management
- Customer Account Management
- Customer Relationship Management
- Customer Engagement Strategies
- Customer Support
- Sales Expertise
- Closing Sales
- Upselling strategies
- Customer Loyalty Programs
- Complaint resolution
- Customer Issue Resolution
- Customer Relations
- Retail customer service
- Order Processing
- Payment Transaction Handling
- Inventory Management
- Report Preparation
- Records Preparation
- Document Control
- Task Prioritization
- System Optimization
- Quality Assurance Controls
- Data Evaluation
- Data review
- Cross-functional communication
- Communication skills
- Active Listening
- Problem-Solving Ability
- Critical Thinking
- Problem solving
- Attention to detail
- Time management
- Policy and Procedure Adherence
- Service Standard Compliance
- Microsoft Excel
- Microsoft Word
- Spreadsheets
- Office Equipment Proficiency
- POS Systems Expertise
- Multi-Line Telephone Operation
- Filing
- Coordination
- Administrative Coordination
- Professional conduct
- Relationship management
- Risk management
- Conflict management
- Task-based/operational skills
- Customer Interaction Skills
- Retention strategies
- CRM software
- Report Preparation
- Problem solving
- Time management
- Persuasion
- Data review
- Conflict management
- Upselling strategies
- Customer relations
- Professional conduct
- Cross-functional communication
- Professional conduct
- Complaint resolution
Certification
- Property and Casualty Producer
- Life, Health, and Annuities Producer
Timeline
Customer Service and Retention Specialist
Mizell Campbell Allstate Agency
08.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Farm Bureau Insurance
10.2019 - 07.2024
DAYCARE TEACHER
Kingdom Kids Learning Center
07.2018 - 10.2019
SPECIAL EDUCATION TEACHER
Okolona Municipal School District
08.2016 - 04.2018
SPECIAL EDUCATION TEACHER
Lee County Schools
08.2013 - 07.2016
SPECIAL EDUCATION TEACHER
Amory School District
08.2010 - 07.2013
BACHELOR OF ARTS (B.A.) - SPECIAL EDUCATION
Mississippi State University
ASSOCIATE IN APPLIED SCIENCE (A.A.S.) - EDUCAITON
Itawamba Community College
GENERAL -
Pontotoc High School