DEJEANNE TAYLOR
Bethlehem,GA
Summary
Results-driven Account Manager with proven success in managing client relationships, driving revenue growth, and implementing strategic initiatives. Strong skillset includes problem-solving, negotiation, and communication. In previous roles, made significant impact by improving processes for increased efficiency and customer satisfaction. Demonstrated ability to lead teams towards common goals while maintaining focus on bottom line results.
Overview
20
20
years of professional experience
Work History
Account Manager
Travelers Insurance
Alpharetta, GA
11.2021 - Current
- Effectively coordinated with Sr. Underwriters to pre-qualify accounts submitted by Agents, Brokers, and Internal Business Partners
- Successfully performed within compliance deadlines and internal performance requirements
- Prepared post binding documentation including policies, account endorsements, billing requirements, and policy review
- Analyzed client data and identified opportunities for growth.
- Collaborated with underwriting teams to assess risk and policy terms.
- Facilitated training sessions for new account management staff.
SR. Omni Engagement Specialist
CHICO'S FAS, INC.
Winder, GA
07.2011 - 10.2021
- Effectively led and supervised a team of 30 Customer Service and Sales Representatives in a center and completely remote work environment; Earned a Team Satisfaction rating of over 90% and achieved a Team ranking of number 2 overall
- Managed and conducted interviews and the selection process of newly hired associates
- Skilled in expert problem solving and managing escalation situations for customer satisfaction
- Conducted successful coaching, mentoring, and motivation sessions weekly to achieve and meet business and Team goals
- Created goal and action plans for performance improvement and opportunities
- Successfully managed business queues to ensure timely and successfully customer and consumer interaction
- Mastery of company management systems and databases (MS Office, SAP, Oracle, In-Contact, Google, Social Media- Facebook, Instagram, Pinterest, Twitter, ATG Oracle, CRS Retail Systems, SmartClixx, Zendesk, Medallia)
- Managed customer feedback channels to improve service quality and satisfaction levels.
- Implemented social media campaigns to increase brand visibility and customer interaction.
- Trained new team members on best practices in engagement and communication strategies.
- Created reports summarizing key performance metrics related to customer engagement activities.
Interview Specialist
NAVEX GLOBAL/ THE NETWORK, INC.
Norcross, GA
06.2006 - 04.2011
- Effectively managed a high-volume of inbound and outbound customer calls
- Efficiently collected the initial data associated with Insurance Claims (Auto, General Liability, Workers Compensation, Short and Long-Term Disability) and Compliance Calls focused on documenting issues regarding Employee Relations, Sexual Harassment, Retaliation, Wrongful Termination
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases. (Microsoft Word, Excel, Powerpoint, Access, Oracle)
Education
Bachelor of Arts - BUSINESS ADMINISTRATION
AMERICAN INTERCONTINENTAL UNIVERSITY
Dunwoody, GAHigh School Diploma -
MCDONOGH # 35 SENIOR HIGH SCHOOL
New Orleans, LASkills
- Data Integrity
- Time and Task Management
- Passionate motivator
- AI Leader
- 60 WPM typing speed
- Database management
- Social Media Management
- Escalation management
- Email and Chat Expert
- Quality Assurance
- Salesforce Champion
- Account Management
- Business Development
- Data analytics
Timeline
Account Manager
Travelers Insurance
11.2021 - Current
SR. Omni Engagement Specialist
CHICO'S FAS, INC.
07.2011 - 10.2021
Interview Specialist
NAVEX GLOBAL/ THE NETWORK, INC.
06.2006 - 04.2011
Bachelor of Arts - BUSINESS ADMINISTRATION
AMERICAN INTERCONTINENTAL UNIVERSITY
High School Diploma -
MCDONOGH # 35 SENIOR HIGH SCHOOL