Ebony Heard

• Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
• Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
• Processed insurance policy cancellations and renewals quickly to meet call time targets.
• Processed insurance claims to ensure timely support for customers in need.
• Calculated adjustments, premiums and refunds.

• Handled customer inquiries, complaints, billing questions and payment extension/service requests.

• Successfully managed 15 plus team members by completing scheduling, training and coaching.

• Repaired trust, locate resources for problem resolution and design best-option solutions.

• Assisted customers with ordering and purchasing new wireless equipment.

• Assisted customers with completing Onstar Applications and ordering service equipment.

• Trained new employees and delegated daily tasks and responsibilities.
• Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
• Completed cash and credit card transactions accurately using POS software.
• Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.