Da’Brianna Greene
Mayfield Heights,OH
Summary
People-oriented and dependable professional with over 10 plus years in customer service. Able to build meaningful relationships with consumers while speaking with them over the phone. Proficient in customer relationship management systems, spreadsheet software and data analyst.
Overview
12
12
years of professional experience
Work History
Agent outreach program project
New York Life Insurance
04.2023 - Current
- I was asked to participate in the agent outreach program
- I made outbound calls to customers whose policies payments were no longer being deducted from their pension due to a change with the company, my job was to inform customer of new change that took place and to get them to update another form of payment method
- Documented and took notes in Excel sheet.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
Senior Customer Service Retention Specialist
New York Life Insurance
08.2022 - Current
- Communicates and educates on product features, benefits and contract provision details
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Analyzed data trends to proactively address recurring issues and improve overall customer satisfaction levels.
- Developed strong relationships with clients, fostering long-term loyalty and repeat business.
- Boosted company reputation by consistently delivering exceptional customer service experiences.
- Collaborated with team members to identify opportunities for process improvements and increased efficiency.
- Collaborated with team members to implement new strategies for improving overall customer retention.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
Life Solutions Customer Service Representative
New York Life Insurance
05.2021 - 08.2022
- Handled high call volume inbound customer calls
- Maintained knowledge of Whole Life, Term Life and Asset preserver policies
- Assisted customer updates, such as address, contact information and bank changes
- Accounts payable and receivable
- Processing customer and agent request
- Meeting adherence goals to follow set schedule
- Processing loans and withdrawals
- Providing policy reviews to maintain knowledge on policy.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Progressive Insurance
02.2018 - 08.2020
- I used extensive product/business knowledge to provide exceptional, individualized service to policy holders
- I also educated customers on coverage’s, policy options, state specifics and made offers for other products/services based on customer needs
- I was used as a resource to improve underperforming representative’s performance through coaching sessions, personal development plans and mentorships
- Explain all billing questions and concerns, issue refunds, and verify drafts.
Claims Processor
Progressive Insurance
01.2020 - 07.2020
- Work on the correspondence team to send out compliance letters to insured/ non insured facts regarding loss of claim
- Kept at a face pace to get letters sent out
- Assisted Supervisor in daily assignments.
- Reduced claim processing time for faster customer service and improved satisfaction rates.
- Enhanced claim processing efficiency by implementing new software and streamlining procedures.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
Salon Assistant Clerk
Danyell’s House of Beauty
11.2011 - 02.2018
- Managed appointments and online booking for services
- Upheld the standards of sanitation and sterilization as directed by law as well as the salons policies and procedures
- Offering information about products
- Upheld stock levels and proper pricing for multiple product lines
- Build sustainable relationships of trust through open and interactive communication
- Manage large amounts of incoming calls.
Bank Teller
KeyBank
06.2017 - 12.2017
- Provides excellent client service by welcoming new and existing clients of the Bank and assisting them with account transactions and servicing needs
- Adhere to all applicable policies and procedure
- Review and maintain knowledge of product guides, fees and policies to stay current on offerings
- Provide answers and assistance for client questions/concerns, utilizing resources within the branch
- Make inventive and resourceful decisions.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Streamlined teller operations for better workflow by implementing time-management strategies.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Enhanced branch sales through cross-selling bank products and services to customers.
Education
Associate of Applied Science Degree - Medical Assistant
Bryant & Stratton College
Eastlake, Ohio04.2018
High School Diploma -
Euclid High School
Euclid, Ohio05.2014
Skills
- Active Listening
- Quality Assurance
- Problem Solving
- Interpersonal Skills
- Customer Retention
- Multitasking Abilities
- Time Management
- Complaint Resolution
Qualified Skills
- Strong organizational skills/ Sharp problem solver
- Excellent computer skills
- Ability to multitask
- Customer service expert
- Telecommunication skills
- Adaptive team player
- Exceed above and beyond the norm
Timeline
Agent outreach program project
New York Life Insurance
04.2023 - Current
Senior Customer Service Retention Specialist
New York Life Insurance
08.2022 - Current
Life Solutions Customer Service Representative
New York Life Insurance
05.2021 - 08.2022
Claims Processor
Progressive Insurance
01.2020 - 07.2020
Customer Service Representative
Progressive Insurance
02.2018 - 08.2020
Bank Teller
KeyBank
06.2017 - 12.2017
Salon Assistant Clerk
Danyell’s House of Beauty
11.2011 - 02.2018
Associate of Applied Science Degree - Medical Assistant
Bryant & Stratton College
High School Diploma -
Euclid High School