Devina Titus

Front-line representatives of a company and are expected to be knowledgeable about the products and services the company offers.

• Resolved customer issues through thorough dispute investigation.
• Maintained and managed customer files and databases.
• Verified customer identification and documentation for compliant transactions.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Answer incoming calls from customers regarding their insurance policies
• Accessing customer accounts and policy schedules
• Providing customers with detailed information about policies and products
• Recommending available products/upselling
• Learning and understanding company insurance products
• Conduct external research to identify appropriate solutions to help customers save money on their policy.
• Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
• Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.

• Conducting phone surveys while accurately recording responses
• Using refusal avoidance techniques to ensure each survey is completed
• Maintain a professional demeanor and telephone etiquette
• Ability to recognize and communicate any issues or problems with calls
• Identify risk and escalate to management
• Route technical issues to management
• Research consumer information by utilizing multiple computer programs.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Ability to communicate and interact with customer via chat, phone and email
• Ability to blend problem solving and decision making to positively impact the customer experience and resolve customer concerns
• Experience promoting and selling various benefits, offerings and services
• Upsell the befits of Target Redvard with every customer and assist them through the application process
• Engage with customers in a genuine way, which includes asking questions to better understand their specific needs
• Research consumer information by utilizing multiple computer programs.
• Managed a team of customer service representatives, consistently achieving performance targets and goals.
• Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.