Deteja Brown
Des Moines,IA
Summary
Adept at navigating complex customer service scenarios, I excelled at Fidelity & Guaranty Life, managing over 45 calls daily with precision and a detail-oriented approach. My expertise in data entry and technical support, combined with a knack for building rapport, significantly enhanced client satisfaction and operational efficiency.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Life New Business Call Center
Fidelity & guaranty Life
DesMoines, IA
04.2024 - Current
- Documented and notated agent calls and purposes, managing approximately 45 calls daily.
- Facilitated seamless new business operations by coordinating with case managers to meet agents' needs and policy requirements.
- Handled escalated calls and ensured the smooth progression of the application process through to policy issuance.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Maintained strong call control and quickly worked through scripts to address problems.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Developed effective working relationships with team members across multiple departments.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Attended regular training sessions on updates and changes within the industry or organization.
- Mentored junior team members and managed employee relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained high levels of professionalism while interacting with customers via phone or email.
DATA ENTRY/ACCOUNT ADMINISTRATIVE REPRESENTATIVE
FIDELITY & GUARANTY LIFE
Des Moines, IA
04.2023 - 04.2024
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects
CUSTOMER SERVICES REPRESENTATIVE
EMC INSURANCE
Des Moines, IA
10.2022 - 03.2023
- Readily available for ACD calls
- Deliver exceptional customer service
- Effectively use the call system features
- Ensure adequate phone coverage
- Accurately and completely respond to phone and email inquiries pending new business, in force policies and agent inquiries for assistance with new business sales illustrations, conversion illustrations and supplies
- Log calls providing clear, concise, and complete documentation
- Process and respond to policy owner service mail in workflow system including EMC payments, United payments, Hy-Vee processes, returned mail worksite and UMB processes
- Verify and mail daily systematic checks and reconciling lockbox reports
- Processing service requests
- Research problematic situations and respond within 2 working days of the call
- Assist with system testing, on-line website testing, product testing and other projects on tasks as scheduled by managers
DATA ENTRY/ACCOUNT ADMINISTRATIVE REPRESENTATIVE
RUAN TRANSPORTATION
Des Moines, IA
04.2022 - 09.2022
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects
Education
DIMPLOMA -
PRAIRIE HIGH SCHOOL
CEDAR RAPIDS, IASkills
- SALES
- SUPPORT
- Data entry
- Building rapport
- SALESFORCE
- Order and refund processing
- DATA ENTRY
- TECHNICAL SUPPORT
- Microsoft office and word
- Inbound phone calls
- BILLING
- Efficient and detail-oriented
- LIVE CHAT SUPPORT
- Understanding customer needs
- Creative problem solving
- Complaint resolution
- Call logging
- Customer communications
- Caller accommodations
- Customer relationship management
- Logging call information
- Professional phone voice
- Technical support
- Technical troubleshooting
- Quality control
- Prospecting skills
- Call control
- Fast typing speed
- Deadline-driven attitude
- Quality control mindset
- Continuous learning attitude
- Teamwork orientation
- Resourcefulness and initiative
- Accuracy and attention to detail
- Typing speed
Volunteer Experience
Throughout my academic journey, I have actively engaged in various volunteer opportunities and assumed leadership roles within community initiatives. These experiences have not only enriched my personal growth but have also honed my leadership qualities, fostering a deep sense of responsibility and commitment to effecting positive change. In my volunteer roles, I have demonstrated a genuine passion for serving others and a strong dedication to making a difference in my community. Whether it was organizing fundraising events, participating in community clean-up drives, or tutoring underprivileged children, I approached each task with enthusiasm and a willingness to go above and beyond to meet the needs of those I served.
Certification
- Customer service certification
- Active listening
- Client service certification
- anti fraud certificate of compliance
- Certified Anti-Money Laundering Specialist (CAMS)
Timeline
Life New Business Call Center
Fidelity & guaranty Life
04.2024 - Current
DATA ENTRY/ACCOUNT ADMINISTRATIVE REPRESENTATIVE
FIDELITY & GUARANTY LIFE
04.2023 - 04.2024
CUSTOMER SERVICES REPRESENTATIVE
EMC INSURANCE
10.2022 - 03.2023
DATA ENTRY/ACCOUNT ADMINISTRATIVE REPRESENTATIVE
RUAN TRANSPORTATION
04.2022 - 09.2022
- Customer service certification
- Active listening
- Client service certification
- anti fraud certificate of compliance
- Certified Anti-Money Laundering Specialist (CAMS)
DIMPLOMA -
PRAIRIE HIGH SCHOOL
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