Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Carnita Hailey

Garland,TX

Summary

Knowledgeable and passionate call center representative, whom works best in a high-volume, and fast paced environment. Dedicated team player, whom focuses on enhancing customer service experiences by providing outstanding solution-oriented assistance.

Overview

11
11
years of professional experience

Work History

Sr. Customer Experience Representative

Root Insurance
10.2023 - Current
  • Assisted customers with any billing questions, or endorsements that needed to be made on their policies.
  • Conducted comprehensive policy reviews for customers, identifying gaps in coverage and recommending appropriate solutions.
  • Reviewed and made adjustments to coverage to address, and identify, any concerns or conflicts.
  • Calculated adjustments, premiums and refunds.
  • Modified and updated existing policies.
  • Completed customer applications and updated records to reflect current information.
  • Assisted customers in creating quotes that fit their needs.
  • Reported coverage effective dates to state reporting databases.
  • Provided email correspondence to customers to resolve any concerns in regards to their policy.

Customer Service Representative II

GEICO
04.2022 - 10.2023
  • Discussed policy language including, policy limits, deductibles, exclusions, and claim processes.
  • Performed policy renewal and record retention.
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize company reputation.
  • Calculated quotes and educated potential customers on insurance options.
  • Notified underwriting of suspicious policy activity.
  • Supported customers in insurance application completion while liaising between the company and client, while providing excellent customer service.
  • Addressed customer complaints and mitigated dissatisfaction by providing timely and on-point solutions.
  • Built relationships with customers using active listening while focusing on first call resolution.

Customer Service Agent

Electronic Transaction Consultants Corp.
11.2017 - 07.2021
  • Acquired a knowledge of each individual policy so that I could effectively exceed customer resolution by educating them thoroughly.
  • Provided financial customer service to valued customers to aide with their vehicle inquiries, in regards to policy passes, and tolling.
  • Processed payments, created accounts, resolved disputes, as well as de-escalated customers, by addressing their concerns in a timely and understanding manner.
  • Trained and directed numerous new hires during during the onboarding experience.
  • Was appointed by upper management to walk the call center floor daily, to assist my colleagues whom had difficult questions, or inquiries.

Financial Service Representative

Capital One Financial Corporation
04.2017 - 10.2017
  • Advised customers on important account information, as well as made payments, and placed accounts on hold.
  • Assisted in the daily inquires, regarding customers automobile liens, payoffs, and loans.
  • Maintained updated records of all financial transactions to support traceability.
  • Took part in troubleshooting online accounts.
  • Accurately advised customers of financial information.
  • Met all metrics for each month, alongside placed the customer as my number one priority for each interaction.

Customer Care Representative

Walmart Mailing Service
02.2017 - 04.2017
  • Placed inbound and outbound calls to senior citizens, to assist them with inquiries in regards to their medications, and health.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Understood the need to coordinate in a manner that benefited the customer due to their age, by making communication comprehensible.
  • Scheduled and followed up with customers to make sure all objectives were met.
  • Exceeded company guidelines, and metrics.
  • Met company guidelines, and metrics.
  • Built rapport with every customer, while delivering expertise.
  • Made the process easy, by acting with care and compassion.

Warehouse Associate

Amazon Fulfillment Center
08.2016 - 01.2017
  • Moved freight, stock and other materials to and from storage and production areas to loading docks.
  • Received, stored and shipped goods and materials.
  • Tagged all inbound merchandise with receiving date.
  • Reported all equipment failures and malfunctions to supervisor.
  • Wrapped pallets in shrink wrap prior to loading.
  • Performed inventory control, such as counting and stocking merchandise.

Customer Service Associate Cashier

7-Eleven
05.2016 - 06.2016
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Developed positive customer relationships through friendly greetings and excellent service.
  • Checked personal identifications during alcohol and tobacco sales.
  • Mentored new team members on POS system operation, customer service strategies, and company goals.

Bakery Associate

Circle K
10.2015 - 03.2016
  • Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines.
  • Packaged and labeled baked goods with accurate descriptions and ingredients.
  • Effectively prepped, stored, rotated and stocked product.
  • Decorated and merchandised quality bakery goods to build business reputation and revenue base.
  • Arranged bakery displays to showcase baked goods, cakes and pies to drive sales.

Retail Sales Associate

Sally's Beauty Supply
08.2013 - 08.2015
  • Operated a cash register for cash, check and credit card transactions with 100% accuracy.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Cleaned and organized the store, including the checkout desk and displays. Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Answered questions about store policies and addressed customer concerns.
  • Completed stock orders and managed inventory levels.

Education

Graphic Design

Herzing University
Akron, OH

Garfield High School
Akron, OH

Skills

  • Metrics focused
  • Multitasking abilities
  • Excellent investigation skills
  • Knowledge of specialized policy language
  • Customer driven
  • Team player
  • Critical thinking expert
  • Successful in customer retention and negotiation
  • Flexible and adaptable
  • Accurate payment posting knowledge
  • Active listening skills
  • Excellent communication

Accomplishments

  • Achieved the opportunity to be appointed floor support for the entire floor.
  • Received award for best average handle time.
  • Received "Conflict Resolution Warrior" for my ability to resolve customer disputes.
  • Professionally handled on average of 150+ calls per day, providing information and service to ensure customer satisfaction.
  • Obtained company recognition for outstanding QA results.
  • Received numerous KUDOS calls and compliments.
  • Earned highest marks for customer satisfaction, company-wide.

Timeline

Sr. Customer Experience Representative

Root Insurance
10.2023 - Current

Customer Service Representative II

GEICO
04.2022 - 10.2023

Customer Service Agent

Electronic Transaction Consultants Corp.
11.2017 - 07.2021

Financial Service Representative

Capital One Financial Corporation
04.2017 - 10.2017

Customer Care Representative

Walmart Mailing Service
02.2017 - 04.2017

Warehouse Associate

Amazon Fulfillment Center
08.2016 - 01.2017

Customer Service Associate Cashier

7-Eleven
05.2016 - 06.2016

Bakery Associate

Circle K
10.2015 - 03.2016

Retail Sales Associate

Sally's Beauty Supply
08.2013 - 08.2015

Graphic Design

Herzing University

Garfield High School

Similar Profiles

CREATE PROFILE
Carnita Hailey