Asia Walker
Cheektowaga,NY
Summary
To seek and maintain a full-time position to leverage talents as a Customer Service Professional bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
18
18
years of professional experience
Work History
Customer Service
Geico
12.2015 - Current
- Responsible for daily customer interactions; servicing needs, account inquiries, and problem-solving
- Able to provide positive language during difficult conversations
- Able to provide efficiency and quality to obtain promotions in the fastest time possible
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Set up customer payment plans to cover annual policies and renewals.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Managed an average of servicing 50 customer calls per day
Service Coach Transition
Geico
12.2020 - 02.2023
- Responsible for onboarding newly hired customer service representatives from training
- Provided individual and group coaching to a variety of agents and provided daily reviews to check for knowledge and understanding of topics being taught by the instructor
- Initiated creating a framework for every team to organize and delegate responsibilities
- Took on responsibility for accepting escalated calls from associates
- Conducted regional training to give background information on First Call Resolutions, and how it helps the company and associates as a whole
Claims Service Representative
Geico
12.2018 - 12.2019
- Assisted customers in making claims with their auto insurance coverage
- Explain coverages or denial of a claim to inquiring customers
- Documenting claims files following Best Practices
- Maintained accurate and up-to-date records of claim information to ensure prompt disposition
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
Manager
Heritage Christian Services
12.2005 - 12.2015
- Gave care and support to persons with developmental and intellectual disabilities
- Responsible for the residential homes financial budget, staff overtime, consumer finances, and all aspects of household operations to ensure good financial management
- Assisted with continuity, quality, and safety of services delivered in compliance with Federal and State laws, regulations and company policies
- Conducted training and coached staff performance and development through meaningful feedback to meet the needs of the employees.
Education
No Degree - General Studies
Erie Community College
Buffalo, NYHigh School Diploma -
Hutchinson Central Technical High School
Buffalo, NYSkills
- Excellent ability to perform record-keeping
- Excellent communication and writing skills
- Adaptable and awesome team worker
- Ability to work under pressure in a fast-paced environment
- Responsible for other duties as assigned
- Microsoft Office
Timeline
Service Coach Transition
Geico
12.2020 - 02.2023
Claims Service Representative
Geico
12.2018 - 12.2019
Customer Service
Geico
12.2015 - Current
Manager
Heritage Christian Services
12.2005 - 12.2015
No Degree - General Studies
Erie Community College
High School Diploma -
Hutchinson Central Technical High School