Dwight Hurns
Tampa
Summary
Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Overview
16
16
years of professional experience
1
1
Certification
Work History
DOS Agent
PATLive
Tallahassee, FL
02.2025 - Current
- Managed high-volume inbound and outbound call traffic, ensuring customer satisfaction and prompt issue resolution.
- Trained new agents on call handling procedures and company policies to improve team performance.
- Developed and implemented scripts for various client campaigns, enhancing communication effectiveness.
- Utilized CRM software to maintain accurate records of customer interactions for Division of Corporations.
Insurance Agent
Progressive
Mayfield Village, OH
01.2024 - 02.2025
- Conducted thorough risk assessments to determine appropriate coverage options.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Educated clients on insurance products, fostering informed decision-making.
- Streamlined policy management processes to enhance operational efficiency.
- Responded to customer calls swiftly to resolve issues and answer questions.
Dealer Support Representative
Uptempo
Tampa, FL
02.2014 - 01.2024
- Proficiently process and resolve escalated situations between dealerships, finance managers, and customers.
- Partner with Account Managers to grow partner sales by executing delivery plans that ensure partner success with Uptempo products and services.
- Integrated software for dealerships while supporting sales and customer service departments to meet management objectives.
- Managed complex dealer accounts, ensuring accurate information flow and adherence to company policies.
Customer Service Manager
EBA
Tampa, FL
01.2011 - 01.2014
- Developed and implemented processes for retail and wholesale divisions to enhance overall and targeted customer satisfaction.
- Oversaw customer retention efforts, resolving Bureau of Better Business, Department of Consumer Affairs, and small claims court cases with a 98% satisfaction record.
- Coached and mentored direct reports, fostering high performance and quality in service delivery.
Education
Personal Lines 20-44 - Insurance
Florida State
Mayfield Village, OH01-2024
Bachelor of Science - Cognitive Psychology
Capella University
Minneota, MN01-2027
Skills
- Customer service and care
- Customer complaint resolution
- Relationship building
- Effective communication
- Effective communication
- Analytical thinking
- Organizational skills
- Critical thinking
- Team collaboration
- Reliability
- Professionalism
- Customer presentations
Certification
- Licensed [Job Title] - [Timeframe]
Timeline
DOS Agent
PATLive
02.2025 - Current
Insurance Agent
Progressive
01.2024 - 02.2025
Dealer Support Representative
Uptempo
02.2014 - 01.2024
Customer Service Manager
EBA
01.2011 - 01.2014
Personal Lines 20-44 - Insurance
Florida State
Bachelor of Science - Cognitive Psychology
Capella University