Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Denise Morgan

Philadelphia,PA

Summary

Dynamic customer service professional with a proven track record at AAA Alliance, excelling in customer relationship management and sales enhancement strategies. Recognized for maintaining a steady temperament under pressure while achieving high member satisfaction. Detail-oriented and adaptable, I effectively resolve customer complaints and drive sales through expert communication and problem-solving skills.

Overview

25
25
years of professional experience

Work History

AAA Retail Sales Associate

AAA Alliance
11.2023 - Current
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Worked to meet or exceed special targets including new memberships, credit cards and insurance referrals
  • Answer incoming overflow calls for Roadside Assistance during high call volumes
  • Plan domestic travel vacations (call rentals, hotels, vacation packages, maps tour books and triptiks

Member Contact Center Sales Associates

AAA Alliance
05.2022 - 11.2023
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Pleasant, professional, maintained smile in my voice when speaking to clients on the phone
  • Excellent communication skills
  • Engaged with customers to build rapport and loyalty by offering extraordinary customer service to ensure member satisfaction
  • Answer inbound calls to process new member sales, add-ons, upgrades, automatic renewals and transfers, processing credit card payments

Billing Clerk

Center City Legal Reproductions
01.2021 - 05.2022
  • Executed billing tasks and recorded information in Medtrak (company database).
  • Managed invoicing and payment processing operations.
  • Entered and maintained billing information in company internal databases for accessibility.
  • Verified accuracy of billing data and corrected discrepancies.
  • Sent billing to attorneys and counsel for subpoenas, authorizations and radiology films.

Call Center Representative

Center City Legal Reproductions
11.2017 - 01.2021
  • Met and exceed call speed, accuracy and volume benchmarks on consistent basis
  • Contact providers via phone, email and fax to obtain records requested by attorney or counsel
  • Updated facility information including addresses and contact information within call management databases.
  • Enter information in a professional and concise format so our clients are up to date on the status of requests
  • Communicate with other departments via phone calls and email to update as needed.
  • Work in remote environment

Customer Service Sales Representative

21st Century Insurance
11.2010 - 11.2014
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Responded to customer requests for products, services, and company information.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Sold property and casualty personal lines insurance products in accordance with sales procedures and underwriting guidelines
  • Bind applicant using appropriate payment method such as ACH.
  • Maintained current Property & Casual education and knowledge of 21st Century products, underwriting standards and procedures.

Personal Lines Insurance Service Advocate II

21st Century Insurance
09.2009 - 11.2010
  • Delivered friendly service and offered expert support in every interaction.
  • Communicated with internal and external clients about underwriting guidelines, policies and marketing initiatives to service client accounts
  • Analyzed, clarified, and resolved basic policy and account related questions from external and internal clients
  • Reviewed problems and communicated with appropriate personal to obtain information when necessary
  • Offered alternative solutions when appropriate with the objective of retaining client's business.

Sales and Service Consultant

Verizon
01.2000 - 11.2007
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Maintained customer retention through programs and extraordinary service
  • Reviewed and updated customer accounts
  • Handled and resolved escalated customer calls.
  • Recommendations based on customer's needs on features, upgrades and rate plans.
  • Coached new employees
  • Acted as manager during supervisor absence
  • Maintained knowledge of products, services and promotions.

Education

High School Diploma -

West Catholic High School
Philadelphia, PA

Skills

  • Compliance management
  • Adaptable work hours
  • Detail-oriented data management
  • Adherence to procedures
  • Customer complaint resolution
  • Customer relationship management
  • Courteous phone handling
  • Steady temperament
  • Proficient in verbal and written communication
  • Effective time management
  • Sales enhancement strategies

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 70+ calls per day, providing information and service to ensure customer satisfaction.

Timeline

AAA Retail Sales Associate

AAA Alliance
11.2023 - Current

Member Contact Center Sales Associates

AAA Alliance
05.2022 - 11.2023

Billing Clerk

Center City Legal Reproductions
01.2021 - 05.2022

Call Center Representative

Center City Legal Reproductions
11.2017 - 01.2021

Customer Service Sales Representative

21st Century Insurance
11.2010 - 11.2014

Personal Lines Insurance Service Advocate II

21st Century Insurance
09.2009 - 11.2010

Sales and Service Consultant

Verizon
01.2000 - 11.2007

High School Diploma -

West Catholic High School

Similar Profiles

CREATE PROFILE