Evaughn Gray
San Antonio
Summary
Results-driven professional with proven background in optimizing client experiences and ensuring service excellence. Known for effectively managing client relationships and resolving issues to maintain high standards of satisfaction. Collaborative team player with focus on achieving impactful outcomes, adaptable to evolving needs and environments. Skilled in communication and strategic problem-solving.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Client Success Specialist
Beyond Financial Solutions Inc.
06.2024 - Current
- Answer any questions or concerns a client has regarding their account.
- Maintain the account, update deposit dates and amounts.
- Provide detailed and accurate account and program information.
- Maintained organized records of client interactions and feedback for quality assurance.
- Resolved complaints by identifying root causes and proposing appropriate solutions.
- Provided timely responses to customer emails and phone calls to maintain communication.
Underwriting Service Assistant
State Farm Mutual Automobile Insurance Company
09.2022 - 03.2023
- Update clients auto policies with the changes the agents are requesting for them.
- Supported underwriters in risk assessments, leading to improved decision-making and business outcomes.
- Evaluated complex applications carefully, identifying potential risks or gaps in coverage that warranted additional investigation before approval decisions were made.
- Handling each and every case with care and consideration while utilizing resources to make changes correctly the first time.
- Working remote with little to no supervision needed.
Customer Service Representative
USAA
07.2021 - 07.2022
- Received incoming calls to open credit card, savings, checking and youth accounts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed payments over the phone.
- Read and played disclosures to each client to cover compliance and prevent regulatory issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Senior Client Service Representative
Bank Of America
11.2019 - 05.2020
- Handled escalated clients inquiries and fixed their concerns
- Assisted clients with resetting their login information, transferring funds, closing and opening accounts
- Walked clients through navigating their mobile applications and their personal accounts
- Assisted clients in decreasing and increasing their credit limits
- Answered various account questions and also connecting clients to the correct departments for further assistance
Customer Service Representative
Home Depot
06.2016 - 09.2019
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Properly directed inbound calls in phone queues to improve call flow.
- Provided exceptional customer service to each and every customer regardless of their concern.
- Assisted with getting customers to the correct departments to achieve and maintain the customers loyalty to Home Depot
Customer Service Representative
Teletech
01.2015 - 06.2016
- Maintained up-to-date and accurate program files and records.
- Assisted customers with their vehicle trouble shooting concerns using BlueLink services such as; Unlocking and locking vehicles remotely, starting vehicles remotely.
- Assisting customers with Road side assistance, scheduling dealership appointments and providing warranty information.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified timeframes.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
Associate's degree - Medical Billing and Coding
Ultimate Medical Academy
Tampa, FL11.2022
Diploma -
Central High School
Phoenix, AZ05.2011
Skills
- Customer service
- Customer relationship building
- Customer advocacy
- Customer needs assessment
- Proficient in Microsoft Word
- Teamwork and collaboration
- Time management
Timeline
Client Success Specialist
Beyond Financial Solutions Inc.
06.2024 - Current
Underwriting Service Assistant
State Farm Mutual Automobile Insurance Company
09.2022 - 03.2023
Customer Service Representative
USAA
07.2021 - 07.2022
Senior Client Service Representative
Bank Of America
11.2019 - 05.2020
Customer Service Representative
Home Depot
06.2016 - 09.2019
Customer Service Representative
Teletech
01.2015 - 06.2016
Diploma -
Central High School
Associate's degree - Medical Billing and Coding
Ultimate Medical Academy
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