Duane Kipp
15645 Lakeside Village Dr. Apt 202, Clinton Township,MI
Summary
Results-oriented chat support professional with extensive experience in customer service. Known for delivering accurate solutions and maintaining high customer satisfaction. Collaborative team player with focus on achieving goals and adapting to dynamic environments. Proficient in communication and problem-solving.
Overview
9
9
years of professional experience
Work History
Licensed Insurance Producer
Sutherland Global Services
11.2022 - Current
- Exceeded company sales goals for new policies.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Pursued continued professional development through insurance workshops, course and webinars.
- Responded to inquiries and explained product features and service advantages to potential customers.
- Explained coverage options to potential policyholders, answering questions or concerns.
Sr Chat Support Representative
Peloton
09.2020 - 06.2023
- Manage multiple Chat Interactions simultaneously
- Follow-up Emails
- Schedule Deliveries and Returns
- Trouble Shoot, Diagnose and Resolve Tech Issues
- Oversee and Assist chat program
Chat Support Specialist
Princess Cruise Lines
05.2022 - 06.2023
- Oversee Chat room activities
- Monitor all agent's statuses for activity
- Write PSAs for chat room use
- Assist agents with policy and procedure questions
- Provide step-by-step instruction when needed
Quality Assurance Performance Facilitator
Comcast/Contractor
08.2016 - 08.2020
- Call Listening
- Writing Daily Evaluations and Coaching
- Provide Action Plans to Improve Performance
- Run Training Sessions and Huddles
- One on One Enhancing
SUB CONTRACTOR
ARISE VIRTUAL SOLUTIONS, MCGHEE COMMUNICATION LLC
01.2016 - 06.2022
- Maintaining Contracts and Business Relationships
- Managing Resources
- Scheduling
- Staying Apprised of New Business Developments
- Maintaining Multiple Certifications
Education
Bachelor of Science - Business Sales & Marketing
University Of Phoenix
Phoenix, Arizona05.2010
Associate of General - Studies
Macomb Community College
05.2005
Skills
- Insurance sales techniques
- Insurance Policy Sales
- Digital communication strategy
- Inbound call & chat management
- Quality assurance
- Complaint resolution
- Written communication
- Microsoft Office Suite
- Multitasking & Time management
- Sales Force/Zendesk/CMS/CRM
- Quality Assurance Performance Facilitator
- Provide Action Plans to Improve Performance
- One on One Enhancing
Timeline
Licensed Insurance Producer
Sutherland Global Services
11.2022 - Current
Chat Support Specialist
Princess Cruise Lines
05.2022 - 06.2023
Sr Chat Support Representative
Peloton
09.2020 - 06.2023
Quality Assurance Performance Facilitator
Comcast/Contractor
08.2016 - 08.2020
SUB CONTRACTOR
ARISE VIRTUAL SOLUTIONS, MCGHEE COMMUNICATION LLC
01.2016 - 06.2022
Associate of General - Studies
Macomb Community College
Bachelor of Science - Business Sales & Marketing
University Of Phoenix
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