Ashanti Quinn
Wayne,MI
Summary
A self motivated, high-energy professional with an infectious enthusiasm for technology, with experience training Advisors to offer world class technical support via phone and Chat.
Creative, resourceful and flexible, with the ability to adapt to changing priorities and maintain a positive attitude. Strong communication skills that maintain professionalism in adverse situations.
Overview
13
13
years of professional experience
Work History
Flex Trainer
Kelly Services, Inc.
04.2017 - 06.2024
- Taught weekly internal software classes to more than 200 new users.
- Extensively trained new and existing employees.
- Monitored participant workflow and behaviors throughout the training process.
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Clearly communicated objectives for all lessons, units and projects to all participants.
- Addressed all questions from training program participants.
- Worked with an average of 20 participants per class.
Quality Analyst
Kelly Services Inc.
03.2016 - 06.2024
- Conducted performance reviews for Phone and Chat iOS and Mac+ Advisors to reduce resolution time and improve customer satisfaction rates.
- Held Coaching Sessions with Advisors to provide clarity and help enhance areas of improvement.
- Acted professionally and patiently when addressing negative Advisor feedback.
- Monitor Advisors to ensure customer satisfaction goals were consistently met.
AppleCare Advisor
Kelly Services
07.2013 - 06.2024
- Researched, troubleshot and resolved complex problems independently.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Managed customer service inquiries and complaints for customer satisfaction.
- Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
- Helped customers complete purchases, locate items, and join reward programs.
- Processed refunds and exchanges in accordance with company policy.
- Saved accounts by turning around unsatisfied clients through smooth communication of Product and Service features and support services.
- Managed call flow and responded to technical support needs of customers
- Resolved customer issues in a clear, courteous and straightforward manner.
Insurance Agent
Efund Insurance
02.2013 - 06.2013
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
Medicare Supplement Insurance Sales Agent
Dialogue Marketing
09.2012 - 12.2012
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Licensed Life Insurance Advisor
MIE Financial
08.2011 - 06.2012
- Calculated quotes and educated potential clients on insurance options.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Maintained high standards of customer service by building relationships with clients.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Educated clients on insurance policies and procedures.
- Calculated premiums and established payment methods for sales.
- Analyzed risk factors to recommend appropriate coverage levels.
Education
Diploma - General Studies
Garden City High School
MISkills
- Exceptional communication skills
- Quick learner
- People-oriented
- Self-motivated
- Sales experience
- Technical aptitude
- Customer service-oriented
- Job Training Experience
Additional Information
- CERTIFICATES & LICENSES Life Insurance Producer License, Health&Accident Insurance Producer License
Timeline
Flex Trainer
Kelly Services, Inc.
04.2017 - 06.2024
Quality Analyst
Kelly Services Inc.
03.2016 - 06.2024
AppleCare Advisor
Kelly Services
07.2013 - 06.2024
Insurance Agent
Efund Insurance
02.2013 - 06.2013
Medicare Supplement Insurance Sales Agent
Dialogue Marketing
09.2012 - 12.2012
Licensed Life Insurance Advisor
MIE Financial
08.2011 - 06.2012
Diploma - General Studies
Garden City High School
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