Rose-Mika Agenor
Auburn,AL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Safeco Insurane
Miami, FL
05.2022 - 07.2024
- Facilitated payment processing for premium payments and renewals.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Developed strong relationships with clients by providing exceptional customer service.
- Generated reports based on client data to analyze trends in customer service needs.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Researched relevant policy information to answer customer questions.
- Participated in team meetings and contributed to team goals and objectives.
- Processed insurance policy changes and updates accurately and efficiently.
- Resolved billing disputes and processed payments and refunds as required.
- Utilized CRM software to document customer interactions, feedback, and resolutions.
- Compiled and maintained accurate records of customer policies, transactions, and correspondence.
- Provided detailed explanations of insurance coverage and policy limitations to customers.
Customer Service Representative
State Farm
Miami, FL
06.2019 - 02.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Manager
Pizza Hut
Fort Lauderdale, Florida
07.2019 - 11.2021
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Provided leadership during times of organizational change or crisis situations.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Conducted performance reviews for team members.
- Created monthly reports for senior management summarizing operational performance metrics.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Dispatcher
ITG
Hialeah, FL
05.2016 - 06.2019
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Participated in team meetings discussing changes in procedures or processes.
- Resolved customer complaints related to service issues or delays.
- Maintained logs of all incoming calls and assigned tasks.
- Received and dispatched calls for emergency services.
- Assigned drivers to appropriate routes based on customer needs.
- Updated records of driver locations, delays, and cancellations.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
Education
0440 And 2044 Insurance License - Insurance
Licenses School
Online 06-2022
Food Protection Manager Certification Examination - Food Protection Manager
ServSafe National Restaurant Association
Ft Lauderdale, Fl07-2021
Medical Assistant - Medical Assisting
Florida Career College - Miami
Miami, FLSkills
- Call Control
- Case Management
- Information Verification
- Customer Service
- Order Placement
- CRM Software
- Customer Relations
- Payment Processing
- Billing Inquiries
- Inbound Customer Service
- Documentation And Reporting
- Problem Resolution
Languages
English
Full Professional
Haitian creole
Native/ Bilingual
Timeline
Customer Service Agent
Safeco Insurane
05.2022 - 07.2024
Manager
Pizza Hut
07.2019 - 11.2021
Customer Service Representative
State Farm
06.2019 - 02.2022
Dispatcher
ITG
05.2016 - 06.2019
Medical Assistant - Medical Assisting
Florida Career College - Miami
0440 And 2044 Insurance License - Insurance
Licenses School
Food Protection Manager Certification Examination - Food Protection Manager
ServSafe National Restaurant Association
Similar Profiles
Andrew LesniewskiAndrew Lesniewski
Health Insurance Agent at 5 Star Insurane GroupHealth Insurance Agent at 5 Star Insurane Group
Shaquivia BivinsShaquivia Bivins
Property Field Adjuster at State Farm InsuraneProperty Field Adjuster at State Farm Insurane
Racheal OpokuRacheal Opoku
Licensed Insurance Agent at TD Insurane AgencyLicensed Insurance Agent at TD Insurane Agency