Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Freddie McCullough Jr

Suffolk,VA

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

12
12
years of professional experience

Work History

Internet New Business Representative IV

GEICO
02.2016 - 07.2023
  • Corresponded with online policyholders to address questions or complaints about coverage or billing inquiries.
  • Conducted live chats with policyholder to handle real-time needs and concerns.
  • Provided training and support for new Internet agents, sharing best practices and contributing to overall team success.
  • Created and maintained a living document that held specific procedures for the internet team.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Keyed customer information into the computer to determine risk acceptance and prepared rates.
  • Maintained strong written and verbal communication skills while actively listen to customers’ needs.
  • Adapted to new applications and maintained knowledge of current technologies.

Retention Agent IV

GEICO
10.2013 - 02.2016
  • Increased policyholder retention rates through personalized service and relationship building.
  • Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
  • Coached agents to improve techniques and strategies for maximum retention.
  • Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
  • Participated in regular team meetings, contributing valuable insights for process improvement strategies.

Customer Service Agent III

GEICO
11.2011 - 10.2013
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Coverage Counseled and explained how simple changes benefited the policyholder.
  • Helped large volume of policyholders every day with a positive attitude and focus on customer satisfaction.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Collected premiums on or before effective date of coverage.
  • Completed continuing education courses to gain additional insurance industry knowledge.





Education

Some College (No Degree) -

Tidewater Community College
Virginia Beach, VA

High School Diploma -

Bayside High School
Virginia Beach, VA
01.2005

Skills

  • Team Training and Development
  • Policy Management
  • Client Retention
  • Billing Inquiries
  • Call Center Customer Service
  • Customer Complaint Resolution
  • Customer Engagement
  • Analytical Thinking
  • Objection Handling
  • Active Listening
  • Multitasking
  • Project Management

References

References are available on request.

Timeline

Internet New Business Representative IV

GEICO
02.2016 - 07.2023

Retention Agent IV

GEICO
10.2013 - 02.2016

Customer Service Agent III

GEICO
11.2011 - 10.2013

Some College (No Degree) -

Tidewater Community College

High School Diploma -

Bayside High School

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Freddie McCullough Jr