Summary
Overview
Work History
Education
Skills
Timeline
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Breanna Kirkland

Columbia,SC

Summary

Dynamic customer service representative with a proven track record of fostering positive member interactions and delivering exceptional service. Skilled in adapting to diverse customer needs while promoting products and services effectively. Experienced Senior Associate with a strong analytical mindset and a focus on problem-solving. Committed leader dedicated to optimizing processes and enhancing team efficiency.

Overview

13
13
years of professional experience

Work History

Senior Associate

WNS Global Services
Columbia, SC
10.2024 - 03.2025
  • Resolved customer inquiries in a timely manner while adhering to service level agreements.
  • Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Maintained positive working relationship with fellow staff and management.

Part Time Sales

Adena Montessori
Columbus, OH
02.2024 - 10.2024
  • Resolved customer complaints promptly to enhance satisfaction and loyalty.
  • Analyzed customer feedback to identify product improvement opportunities.
  • Provided personalized service to strengthen customer relationships.
  • Educated customers on product offerings to facilitate informed purchasing decisions.
  • Sparked social interactions with customers, fostering a welcoming shopping environment.
  • Arranged merchandise displays to showcase new styles and boost sales.
  • Participated in trade shows and sales events to promote products effectively.
  • Acquired new customers by identifying unique needs and delivering tailored solutions.

Member Support Specialist

Branch Insurance
Columbus, OH
05.2023 - 01.2024
  • Engaged with customers daily, delivering friendly and courteous service while updating policies per client needs.
  • Cultivated team culture focused on exceeding customer expectations and meeting company performance standards.
  • Maintained accurate records of all interactions, including client names, addresses, phone numbers, and product sales.
  • Marketed and sold insurance products to potential clients, enhancing client acquisition strategies.
  • Analyzed client insurance needs to recommend suitable policies aligned with individual requirements.
  • Explained insurance options, coverage, and benefits effectively to ensure informed decision-making.

Insurance Agent

TeleTech Holdings
Concord, NC
10.2020 - 04.2022
  • Handled over 40 inbound phone calls daily, assisting members with personal lines insurance inquiries and policy modifications.
  • Identified member needs to deliver accurate advice on personal line policies and coverage options.
  • Utilized available resources to provide effective support and solutions for members.
  • Developed financial service opportunities for both existing and new members to enhance engagement.
  • Calculated policy premiums accurately and facilitated automated payment setups for customers.
  • Secured binder coverage by liaising with underwriters and submitting required documentation.

Customer Success Manager

Coastal Solutions
Monroe, NC
05.2018 - 06.2020
  • Handled 85+ inbound & outbound calls daily, addressing customer inquiries, resolving concerns, and documenting interactions
  • Reduced complaint calls by 35% through effective communication and problem-solving
  • Exceeded company productivity standards consistently, handling more than 25% of quota each day
  • Trained new employees weekly to maximize team performance.
  • Managed employee performance through disciplining, coaching and counseling.
  • Communicated policy updates to department, answered questions and monitored compliance.
  • Implemented incentive programs and process improvements to bolster underperforming areas.
  • Leveraged high emotional intelligence and conflict resolution to defuse conflict and address employee relations issues.

Marketing and Finance Manager

Carolina Cars
Lancaster, SC
03.2016 - 01.2018
  • Developed and implemented digital marketing plans incorporating SEO, social media, and video campaigns
  • Expanded business through selective sales, advertising, and marketing strategies
  • Managed projects according to tight timelines and high-quality standards
  • Created customized programs for lenders to secure financing for less qualified borrowers
  • Produced engaging content for various marketing channels
  • Established and maintain good working relationships with several finance sources, factory and otherwise
  • Submitted paperwork to and obtain approval from finance sources on all finance deals
  • Met with each salesperson as early as possible every day to review yesterday's results and today's plan of action
  • Conducted sales meetings
  • Facilitated pre-delivery with the Service Manager
  • Provided on the job training for salespeople

Auto Finance Manager

Momentum Motor Group
Lancaster, SC
01.2012 - 07.2016
  • Achieved a 47% increase in revenue by selling service contracts, insurance, and after-market products
  • Developed cross-market business relations to expand the customer base
  • Compiled, interpreted, and verified crucial financial data that would increase business sales
  • Structured deals and negotiated with financial institutions for financing
  • Maintained customer satisfaction scores at or above company standards
  • Communicated with sales team to ensure every customer is handled efficiently and professionally.

Education

High School Diploma -

Lancaster High School
Lancaster, SC
06-2009

Skills

  • Credit analysis
  • Communication skills
  • Financial expertise
  • Time management
  • Customer orientation
  • Salesforce proficiency
  • Sales strategies
  • Teaching abilities
  • Data entry
  • Insurance policy knowledge

Timeline

Senior Associate

WNS Global Services
10.2024 - 03.2025

Part Time Sales

Adena Montessori
02.2024 - 10.2024

Member Support Specialist

Branch Insurance
05.2023 - 01.2024

Insurance Agent

TeleTech Holdings
10.2020 - 04.2022

Customer Success Manager

Coastal Solutions
05.2018 - 06.2020

Marketing and Finance Manager

Carolina Cars
03.2016 - 01.2018

Auto Finance Manager

Momentum Motor Group
01.2012 - 07.2016

High School Diploma -

Lancaster High School

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