Christal Waston
Lady Lake
Summary
Dynamic and results-driven professional with extensive experience at GEICO and as an Owner/Operator Cosmetologist. Excelled in customer retention, enhancing satisfaction rates through expert communication and problem resolution. Skilled in computer proficiency and schedule mastery, consistently exceeded performance goals. Proven track record of developing innovative solutions, achieving a significant increase in client loyalty and referrals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Cosmetologist
Owner/Operator
03.2007 - Current
- Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
- Performed specialized hair treatments for clients, resulting in healthier hair and improved client loyalty.
- Enhanced client satisfaction by providing personalized consultations and tailored hair services.
- Demonstrated expertise in various color techniques to create customized looks that met client expectations.
- Collaborated with fellow stylists to develop new techniques and trends, elevating the salon''s reputation within the industry.
- Expanded skillset by completing advanced training courses in specialized areas such as hair extensions and color correction.
- Maintained a high standard of cleanliness, ensuring all tools and workstations were sanitized after each appointment.
- Streamlined inventory management processes to ensure adequate stock levels of essential supplies at all times.
- Processed payments, entering sales in register for prompt customer service.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Developed creative techniques to provide clients with latest hairstyles.
- Reduced appointment cancellations through effective communication with clients regarding scheduling changes or delays.
- Managed appointment scheduling efficiently to maximize clientele while minimizing wait times.
- Attended industry conferences and workshops to remain current on evolving trends, enhancing service offerings within the salon.
- Delivered exceptional customer service by attentively addressing client concerns and offering expert advice.
- Boosted client return rates by consistently delivering high-quality services that exceeded expectations.
- Established a loyal client base by consistently providing exceptional services, resulting in increased referrals and word-of-mouth recommendations.
- Answered phone calls and emails to schedule client appointments.
- Maintained client treatment records and designed long-term care programs for return customers.
- Grew sales with great work ethic, individualized beauty care plans and positive attitude.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Demonstrated thorough knowledge of all salon products and services.
- Trained salon staff in traditional and innovative haircutting techniques and salon management.
- Increased revenue through effective customer service and inventory management.
- Demonstrated exceptional time management skills by efficiently scheduling appointments and managing multiple clients simultaneously.
- Enhanced client satisfaction by providing personalized cosmetology services based on individual needs and preferences.
- Contributed to the salon''s positive reputation through excellent customer service, attention to detail, and commitment to client satisfaction.
- Increased salon revenue by upselling additional treatments, products, and services to clients during appointments.
- Maintained regular client list and successfully handled walk-in customers.
- Implemented creative marketing strategies that attracted new clients while retaining existing ones.
- Fostered a welcoming atmosphere within the salon by engaging with clients and maintaining a positive attitude.
- Increased salon revenue through upselling of premium products and treatments during appointments.
- Streamlined appointment scheduling, reducing wait times and improving overall client experience.
- Enhanced client satisfaction with personalized skincare routines, leading to repeat business and referrals.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
Retention Underwriting Specialist
GEICO, Government Employees Insurance
08.2003 - 09.2005
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Conducted comprehensive policy reviews for identifying areas of potential exposure or risk, reducing claims frequency.
- Enhanced operational efficiencies through the implementation of data-driven decision-making processes in underwriting activities.
- Contributed to the establishment of underwriting guidelines and best practices, promoting consistency and adherence to company standards across all business lines.
- Improved risk assessment accuracy with thorough analysis of financial statements and credit reports.
- Supported strategic initiatives aimed at expanding the company''s product offerings and entering new markets by providing valuable insights based on underwriting experience and expertise.
- Evaluated complex risks within established authority levels, ensuring sound underwriting decisions that balanced profitability and risk management objectives.
- Achieved high customer satisfaction rates by promptly responding to inquiries regarding coverage eligibility, policy terms, pricing options, and other related topics.
- Made approval and denial recommendations by determining accurate risk levels.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
- Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
- Increased customer satisfaction through timely communication and efficient handling of loan applications.
- Ensured compliance with regulatory requirements through diligent monitoring of industry changes and updating internal policies accordingly.
- Maintained a strong understanding of competitor offerings, ensuring the ability to effectively position the company''s products in terms of coverage scope, pricing, and overall value.
- Developed customized insurance solutions for clients, addressing their specific needs and requirements.
- Achieved high levels of underwriter certification, demonstrating commitment to professionalism and continuous learning.
- Enhanced policyholder retention with personalized underwriting approaches tailored to individual needs.
- Secured competitive advantage by staying informed of market trends and regulatory changes affecting underwriting.
- Elevated company reputation by maintaining high accuracy in risk evaluation and policy pricing.
- Achieved significant reduction in claim numbers with stringent yet fair underwriting policies.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Customer Service Specialist
GEICO, Government Employees Insurance
05.1998 - 08.2003
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Responded to customer requests for products, services, and company information.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Education
Cosmetology
Wilfred Beauty Academy
Tampa, FL06-1989
High School Diploma -
Lake Gibson High School
Lakeland06-1988
Skills
- Social skills
- Customer service
- Good communication skills
- Telephone etiquette
- Problem resolution
- Complaint resolution
- Customer retention
- De-escalation techniques
- Schedule mastery
- Computer proficiency
- Follow-up skills
- Building rapport
Certification
- Cosmetology License - Florida Board of Cosmetology.
- Continuing Education Units (CEUs) in cosmetology-related courses – State-specific requirement from the State Board of Cosmetology.
- Bloodborne Pathogens Standard Training Certificate – Occupational Safety and Health Administration (OSHA).
- Advanced Academy Certifications for Specialized Techniques – Various Providers.
- Infection Control and Sterilization Certificate – Barbicide® or similar organizations.
- Customer Service Representative Designation in Property/Casualty or Life/Health – Various Educational Institutions or Programs previously held a 220 license.
Timeline
Cosmetologist
Owner/Operator
03.2007 - Current
Retention Underwriting Specialist
GEICO, Government Employees Insurance
08.2003 - 09.2005
Customer Service Specialist
GEICO, Government Employees Insurance
05.1998 - 08.2003
- Cosmetology License - Florida Board of Cosmetology.
- Continuing Education Units (CEUs) in cosmetology-related courses – State-specific requirement from the State Board of Cosmetology.
- Bloodborne Pathogens Standard Training Certificate – Occupational Safety and Health Administration (OSHA).
- Advanced Academy Certifications for Specialized Techniques – Various Providers.
- Infection Control and Sterilization Certificate – Barbicide® or similar organizations.
- Customer Service Representative Designation in Property/Casualty or Life/Health – Various Educational Institutions or Programs previously held a 220 license.
Cosmetology
Wilfred Beauty Academy
High School Diploma -
Lake Gibson High School
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