Brandy Gooden
Cana,VA
Summary
Dynamic professional with extensive experience at AllState, excelling in customer service and complaint handling. Proven ability to enhance client satisfaction through active listening and effective resolution strategies. Skilled in insurance terminology and documentation, consistently improving processes and fostering team collaboration to achieve high customer loyalty and retention rates.
Professional with significant expertise in customer service within insurance industry. Proven ability to handle complex inquiries, resolve issues efficiently, and provide clear, accurate information. Strong focus on collaboration and achieving results, adapting seamlessly to changing demands. Skilled in policy management and maintaining high levels of customer satisfaction. Reliable team player with excellent communication and problem-solving abilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Representative
AllState
Winston-Salem, NC
11.2020 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Processed claims and documented customer interactions accurately.
- Maintained knowledge of insurance products to provide effective support.
- Collaborated with team members to enhance service delivery processes.
- Trained new staff on customer service protocols and best practices.
- Implemented feedback mechanisms to improve customer satisfaction ratings.
- Developed scripts for common inquiries to streamline communication efforts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Assisted customers with policy inquiries and claims processes.
- Provided accurate information regarding coverage options and premium calculations.
- Resolved customer complaints efficiently, enhancing satisfaction levels.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
Store Manager
City Electric Supply Regional Group Office
Mount Airy, NC
02.2017 - 11.2020
- Directed daily operations to optimize store performance and enhance customer satisfaction.
- Implemented inventory management systems to streamline stock levels and reduce shrinkage.
- Trained and mentored staff on sales techniques and product knowledge to improve team effectiveness.
- Analyzed sales data to identify trends, driving strategic decisions for product placement and promotions.
- Developed training programs focused on safety protocols and operational efficiency for new hires.
- Collaborated with regional teams to execute marketing campaigns that increased foot traffic and sales.
- Oversaw compliance with company policies, ensuring a safe and productive work environment for all employees.
- Evaluated employee performance, providing constructive feedback to foster professional growth and team cohesion.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
Outside Sales Representative
City Electric Supply Regional Group Office
Mount Airy, NC
04.2014 - 02.2017
- Cultivated relationships with clients, enhancing customer satisfaction and loyalty.
- Presented product solutions tailored to client needs, increasing sales opportunities.
- Conducted market research to identify potential leads and industry trends.
- Collaborated with cross-functional teams to ensure timely delivery of products.
- Developed and executed targeted sales strategies to achieve regional goals.
- Trained new team members on effective sales techniques and company offerings.
- Analyzed sales data to refine approaches and improve overall performance.
- Increased territory sales by building strong relationships with key clients and identifying new business opportunities.
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs.
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
- Developed and implemented successful sales strategies to increase revenue in assigned territories.
- Developed in-depth knowledge of product features, benefits, and pricing strategies to effectively communicate value propositions to clients.
- Established rapport with potential customers through cold calling and presenting product offerings tailored to their needs.
- Built strong client rapport to establish diversified network of connections.
- Conducted regular follow-ups with existing customers to maintain satisfaction levels and identify upsell opportunities.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Provided comprehensive after-sales support, ensuring customer satisfaction and fostering long-term business relationships.
- Negotiated terms and contracts with clients to maintain profitable sales.
- Monitored competitor activities to maintain competitive advantage.
- Attended trade shows and conferences regularly to increase brand visibility.
- Evaluated sales performance regularly, identifying areas for improvement and implementing necessary adjustments to achieve set targets.
Education
Diploma -
Carroll County Highschool
Hillsville, VA06.2006
Skills
- Organization
- Complaint handling
- Client education
- Insurance terminology
- Customer service
- Policy review
- Active listening
- Attention to detail
- Decision-making
- Records management
- Insurance coverage verification
- Documentation skills
- Data entry
- Microsoft office
- Teamwork and collaboration
- Critical thinking
- Payment and investigation escalations
Certification
I have my license for personal lines in the following states WV, VA, FL, NJ
Timeline
Insurance Customer Service Representative
AllState
11.2020 - Current
Store Manager
City Electric Supply Regional Group Office
02.2017 - 11.2020
Outside Sales Representative
City Electric Supply Regional Group Office
04.2014 - 02.2017
Diploma -
Carroll County Highschool