Choya Ray
Yukon,OK
Summary
Skilled in building and maintaining customer relationships. Previously worked in environments requiring high levels of client interaction, focusing on providing top-tier service to enhance customer satisfaction. Strengths include problem-solving skills, ability to handle stressful situations with grace, and effective communication abilities. Previous roles experienced measurable improvement in customer satisfaction metrics due to dedication and focus on relationship management.
Overview
23
23
years of professional experience
Work History
MLM Senior Customer Relationship Associate
The Hartford Insurance Group
San Antonio, TX
06.2023 - Current
- Process WC, Auto, GL, and Property midterm changes.
- Handled SPOC accounts.
- Work with UW's.
- Manual trained.
- Inbound/outbound calls taken.
- Provided exceptional customer service by responding promptly to customer requests via email and phone.
- Practice time management.
- Strong customer service and relationship-building skills.
- Works autonomously.
SC Customer Service Representative
THE HARTFORD INSURANCE
San Antonio, TX
06.2022 - 06.2023
- Assisted insureds and agents with endorsement changes via inbound/outbound calls or paper requests.
- Assisted with billing needs.
- Reinstated policies.
- Set up MyAccount for insureds.
- Promoted Digital.
- Demonstrated excellent communication skills.
- Provided outstanding service.
- Lead team meetings.
Customer Care Special Services
THE HARTFORD INSURANCE
Oklahoma City, OK
01.2020 - 06.2022
- Licensed Agent.
- Rewrite home and auto policies.
- Service home and auto policies.
- Assist with digital setup, questions, etc.
- Service calls, assist customer with all service needs.
- Offered digital assistance; assist insureds with signing up, changes, and how-to questions.
- Assist with payments.
- Review policies, counsel customer.
Customer Service Representative
THE HARTFORD INSURANCE
Oklahoma City
01.2018 - 01.2020
- Service calls, assisted insureds with all service needs.
- Promote digital.
- Assist with all billing needs.
- Review policies and counsel insureds.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Coaching/Training/Escalations
THE HARTFORD INSURANCE
San Antonio, TX
11.2014 - 01.2018
- Coached new hire sales and service reps.
- Mentored service and sales reps.
- Scored quality.
- Assist manager with side-by-side coaching.
- Trained new hires from Start Day to Released from Training.
- Customer Loyalty/Escalations Team
- Deescalate calls, solve complex issues, underwrite policies, and send rebuttals.
- Outbound calls: review and confirm policy renewals.
Customer Service/Sales
THE HARTFORD INSURANCE
Oklahoma City, OK
06.2001 - 10.2014
- Answered inbound calls.
- Assisted with Sales, Customer Service, New Business, and Retention Handling.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection.
- Proficient in Home, Auto, Sales, Service
Education
Bachelor of Business Management -
University of Phoenix
Oklahoma City, Oklahoma05.2005
Associate Degree in Applied Science Legal Assistant -
Rose State College
Midwest City, Oklahoma05.2000
High School Diploma -
Star Spencer High School
Spencer, OK05-1996
Skills
- Solid ability to analyze and solve problems
- Strong team player and willingness to help all reach goals
- Deep knowledge of customer service standards and procedures
- Strong knowledge of insurance policies and products
- Great customer service and leadership skills
- Customer Retention Skills
- Direct Sales
- Underwriting
- Problem Solver
- Team motivator
- Effective communication skills
- Flexible and adaptable to change
- Detail oriented
- MS Excel
- Word
- PowerPoint
- Client Retention Strategies
- De-Escalation Techniques
- Professionalism
- Relationship Building
- Teamwork skills
Affiliations
- Black Insurance Professional Networking
- South Central Outreach Catalyst
Accomplishments
- 2024 Co Lead OK Outreach
- 2020 Mastery Service Rep
- 2019 Deliver the Difference Award Winner
- 2018 Deliver the Difference Award Winner
- 2015 Deliver the Difference Award Winner
- 2009 Excellence Award Winner
References
Available upon request
Timeline
MLM Senior Customer Relationship Associate
The Hartford Insurance Group
06.2023 - Current
SC Customer Service Representative
THE HARTFORD INSURANCE
06.2022 - 06.2023
Customer Care Special Services
THE HARTFORD INSURANCE
01.2020 - 06.2022
Customer Service Representative
THE HARTFORD INSURANCE
01.2018 - 01.2020
Coaching/Training/Escalations
THE HARTFORD INSURANCE
11.2014 - 01.2018
Customer Service/Sales
THE HARTFORD INSURANCE
06.2001 - 10.2014
Bachelor of Business Management -
University of Phoenix
Associate Degree in Applied Science Legal Assistant -
Rose State College
High School Diploma -
Star Spencer High School
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