Antonia McGee
Raytown,MO
Summary
Dedicated Customer Service Representative providing exceptional customer service through active listening and problem solving. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
13
13
years of professional experience
Work History
Auto Claim Adjuster
American Family Insurance
05.2023 - Current
- Ensured regulatory compliance in all aspects of the auto claims process by staying up-to-date on industry laws and regulations.
- Examined photographs and surveillance and any other documents relating to claims.
- Managed a high volume caseload without sacrificing quality or timeliness in delivering resolutions to clients'' auto accident-related issues.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Issued payouts to claimants.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
Customer Service Rep 1
American Family Insurance
05.2022 - 05.2023
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Footwear Team Lead
Dick’s Sporting Goods
05.2016 - 08.2022
- Increased sales performance through consistent upselling and cross-selling strategies.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Prioritized helping customers over completing other routine tasks in store.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Mentored new employees on company policies, procedures, and best practices for superior job performance.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Collaborated with other departments for seamless coordination during promotional events and seasonal changes in merchandise.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Worked well in a team setting, providing support and guidance.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Loan Servicing Specialist
North American Savings Bank
03.2019 - 10.2019
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked closely with collections department on delinquent accounts, coordinating efforts for maximum recovery results.
- Developed and implemented training programs for new Loan Servicing Specialists, improving overall team performance.
Apparel Lead
Old Navy
01.2013 - 05.2016
- Managed efficient cash register operations.
- Prepared and analyzed reports to track inventory and purchasing trends.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Updated pricing and signage to complete product displays and educate customers.
- Enhanced team productivity by implementing efficient merchandising strategies and processes.
- Provided clerks with information to print on price tags such as price, mark-ups or mark-downs or style number.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Implemented loss prevention measures to minimize shrinkage and protect store assets.
- Monitored and analyzed sales records, trends, or economic conditions to anticipate consumer buying patterns.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Generated weekly, monthly and quarterly sales reports to highlight milestones and activities.
Store Team Leader
Walgreens
03.2011 - 01.2013
- Listened to customer needs and desires to identify and recommend optimal products.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Communicated pleasantly and professionally when answering phones, two-way radio calls and making announcements over PA system.
- Managed efficient cash register operations.
- Led a team of employees to achieve store sales targets and goals consistently.
- Implemented effective merchandising strategies for better product visibility and increased sales.
- Followed planogram to move products from delivery truck to sales floor and stock shelves accurately.
- Coordinated with suppliers to ensure timely deliveries of products while minimizing backorders and out-of-stock situations.
- Opened and closed store by counting cash, closing and opening registers and delegating daily staff assignments.
- Managed store inventory and stock levels, ensuring optimal product availability for customers.
- Increased customer satisfaction by providing excellent service and addressing concerns promptly.
- Handled customer complaints and issues politely and professionally.
Education
High School Diploma -
Ruskin High School
Kansas City, MO05.2010
Skills
- Insurance regulations knowledge
- Claims Handling
- Customer service expertise
- Basic Math
- Data Entry
- MS Office
- Calm Under Pressure
- Understanding Customer Needs
- Payment Processing
- Product Knowledge
- De-Escalation Techniques
- Customer Service
Leadership Experience
I help team lead positions with a few of my previous careers and am very proud to have led a team of workers. I valued the time of the company and the time of my coworkers so as a person in a leadership position I made sure to keep communication skills top tier to make sure everyone had the chance to drive effective results.
Communication Skills
I value communication and effectively communicate with my coworkers and manager at all times and keep everyone updated with any information that needs to be known or shared. I also value effective communication with customers and want to make sure they are informed of information as soon as possible.
Timeline
Auto Claim Adjuster
American Family Insurance
05.2023 - Current
Customer Service Rep 1
American Family Insurance
05.2022 - 05.2023
Loan Servicing Specialist
North American Savings Bank
03.2019 - 10.2019
Footwear Team Lead
Dick’s Sporting Goods
05.2016 - 08.2022
Apparel Lead
Old Navy
01.2013 - 05.2016
Store Team Leader
Walgreens
03.2011 - 01.2013
High School Diploma -
Ruskin High School