DeLana Boulware
Midwest City,OK
Summary
Personable customer service professional offering over 20 years of experience resolving account and service concerns for daily consumers and insurance customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
24
24
years of professional experience
Work History
Customer Service Professional
H & R Block Tax Services, Del CIty Ok
01.2018 - Current
- Contact Customers to schedule tax preparation appointments with Tax Professionals.
- Call and confirm appointments.
- First face of customer service.
- Manage clean safe facility.
WOE (Women of Encouragement) CEO/Business and Management Consulting
Oklahoma City, Ok
05.2000 - Current
- Assisting clients fulfill their dreams of starting and operating a business, design job descriptions, establish financial goals, forecasting, build compensation structure, re-train and train Managers for success to eliminate turnover.
Licensed Sales Agent
ALLSTATE INSURANCE
MIDWEST CITY, OK
10.2017 - 07.2019
- Approach potential clients by utilizing mailings and phone solicitation on current products.
- Customize insurance programs to suit individual customers, often covering a variety of risks and benefits.
- Develop a coordinated protection plan by calculating and quoting rates for immediate coverage.
- Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs.
- Modify policies per a customer's request.
- Explore opportunities to add value to job accomplishments.
Licensed Insurance Agent
CSAA INSURANCE GROUP
Oklahoma City, OK
04.2015 - 07.2017
- Provided a growing level of service and support to CSAA insurers.
- Handled insurers' requests through multiple channels including phone, web and policy processing.
- Assessed existing coverage limits and deductibles while making recommendations to members.
- Updates job knowledge by participating in educational opportunities.
Reservation Agent
HERTZ RESERVATION CENTER
Oklahoma City, OK
02.2013 - 04.2015
- Effectively communicated and offered ancillary products and services.
- Engaged customers in a courteous professional manner ensuring quality.
- Maximized revenue opportunities with customers by actively soliciting business and quotes.
- Provided world class customer service to valued customers by managing the rentals and the exit process.
- Resolved customer issues and concerns tactfully, using effective customer service technique.
Store Manager
LITTLE CAESAR'S PIZZA
Oklahoma, OK
02.2009 - 09.2012
- Developed a productive team by providing direction and supervision of colleagues.
- Ensured a work environment in compliance with government regulations.
- Accurately completed paperwork associated with daily, weekly, and period end activities.
- Managed all financial responsibilities with integrity.
- Performed task associated with cost control that ensured all goals were met.
Education
Master of Arts - Organizational Management, HR Management
ASHFORD UNIVERSITY
2015
Bachelor of Science - Business Finance
ASHFORD UNIVERSITY
2012
Skills
- Approach
- Benefits
- Cost control
- Clients
- Customer service
- Direction
- Financial
- Forecasting
- Government regulations
- Insurance
- Managing
- Policies
- Quality
- Supervision
- Tax
- Tax preparation
- Phone
- Data entry
- Computer proficient
- Strategic sales knowledge
- Order fulfillment
- Service standard compliance
- Report preparation
- Retail store support
- Recordkeeping strengths
- MS Office proficiency
- Stocking and replenishing
- Multi-line phone talent
- Stock management
- Money handling abilities
- Sale expertise
- Complaint resolution
- Key holder experience
- POS systems expert
- Training development aptitude
- Staff education and training
- Account management
- Credit card processing
- Professional telephone demeanor
- Shipping procedures understanding
- Receiving support
- Key stakeholder relationship building
- Quality assurance
- Payment processing
- [Product or Service] support
- Customer service excellence
Accomplishments
- Customer Relations
Earned highest marks for customer satisfaction, company-wide. - Promoted to Key Holder after only 2 months of employment.
- Financial
Compiled inventory lists and worked with vendors for product pricing and special orders.
Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate. - Telephone Service
Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction. - Monetary Transactions
Handled cash, check, credit and automatic debit card transactions with 100% accuracy. - Market Research
Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance. - Customer Service
Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
Handled guest complaints, maintaining a positive dining experience for all rest. - Product Promotion
Up-sold products and motivated customers to upgrade current product plans. - Customer Follow-up
Ensured that customers were satisfied with company products and services by doing purchase follow-up calls. - Managed more than 30 items written during demanding sales events in an effective and gracious manner.
- Supervised team of 25 staff members.
Assisting with the promotion of a former Supervisor from level one to Sr. Supervisor
While at CSAA, my former Supervisor and I coached one another on goal obtainability, I assisted him in How to Communicate Effectively and to Be the Manager' doing the both of us successfully coached our team on how to handle escalated calls to avoid transferring to Supervisor line. Our team gained the number one Customer Service Team status for one year.
Timeline
Customer Service Professional
H & R Block Tax Services, Del CIty Ok
01.2018 - Current
Licensed Sales Agent
ALLSTATE INSURANCE
10.2017 - 07.2019
Licensed Insurance Agent
CSAA INSURANCE GROUP
04.2015 - 07.2017
Reservation Agent
HERTZ RESERVATION CENTER
02.2013 - 04.2015
Store Manager
LITTLE CAESAR'S PIZZA
02.2009 - 09.2012
WOE (Women of Encouragement) CEO/Business and Management Consulting
05.2000 - Current
Master of Arts - Organizational Management, HR Management
ASHFORD UNIVERSITY
Bachelor of Science - Business Finance
ASHFORD UNIVERSITY
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