Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Ianussy Pena Badgley
Houston,TX
Summary
Overview
25
years of professional experience
1
Certification
Work History
Allstate Insurance CoHouston, TX
Customer Service Representative/Insurance Sales Producer
08.2015 - Current
Job overview
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered ALL customer telephone calls promptly to avoid on-hold wait times.
- Processed payments and returns with accuracy and efficiency.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed through with client requests to resolve problems.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Calculated quotes and educated potential clients on insurance options.
- Set up policies and completed all documentation.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Performed administrative tasks, including policy renewal and record retention.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments.
- Provided information in promotion of insurance packages, including features, policies and relative advantages.
- Maintained detailed records of customer information and policy sales.
- Adhered to all regulations for insurance sales.
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Provided coverage option information to assist clients in protecting assets.
- Provided quotes and promoted products for various insurance products, including building, contents and vehicle insurance.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Generated sales by recommending policies and add-ons.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Supported customers in insurance application completion while liaising between company and client.
- Provided detailed information about company insurance products.
- Acted as emotional support for customers experiencing catastrophic situations.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Tracked insurance claims to help policyholders settle claims, increasing customer satisfaction
- Was able to obtain google reviews for the company
Fred Loya InsuranceHouston, TX
Customer Service Representative/Insurance Sales Agent
04.2013 - 08.2015
Job overview
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed payments and returns with accuracy and efficiency.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Performed administrative tasks, including policy renewal and record retention.
McdonaldsHouston, TX
Restaurant Manager
04.2008 - 12.2012
Job overview
- Carefully interviewed, selected, trained and supervised staff.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Reconciled cash and credit card transactions to maintain accurate records.
- Led and directed team members on effective methods, operations and procedures.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Correctly calculated inventory and ordered appropriate supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Prepared for and executed new menu implementations.
- National hiring day- manager in charge of Franchise. Conducted interviews for franchise.
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Actively participated in ongoing customer service programs to build sales and rapport in community.
- Identified team weak points and implemented corrective actions to resolve concerns.
Cici's PizzaHouston, TX
Restaurant Team Member
08.2004 - 04.2008
Job overview
- Used cash registers and calculators to prepare bills, accept payments and make change.
- Operated register to process payments and collect cash payment for order totals.
- Restocked condiment dispensers, napkins, silverware and drink machines to prevent shortages.
- Greeted customers at drive-thru and took food orders.
- Checked and restocked utensils and condiments in appropriate locations for guests.
- Trained new employees by demonstrating tasks and coaching during daily activities.
- Verified freshness of ingredients and food by checking for quality, rotating stock and recording old and new items.
- Assisted with in-store operations by disassembling delivery boxes, cleaning floors and dishwashing.
- Recorded orders by answering customer questions and entering requests in system.
- Prepared and cooked food orders for customers by noting customizations and portion sizes.
- Cleared trays and removed trash from tables before sanitizing surfaces.
- Used proper techniques to prepare food and ingredients.
- Greeted guests pleasantly and answered menu questions.
- Arrived to work in uniform and presentable in appearance to meet restaurant standards.
- Followed food safety protocols and best practices as instructed by ServSafe training.
- Supported sales efforts by suggestively upselling food items and increasing check averages.
Boston MarketHouston, TX
Restaurant Team Member
05.2000 - 08.2004
Job overview
- Used cash registers and calculators to prepare bills, accept payments and make change.
- Restocked condiment dispensers, napkins, silverware and drink machines to prevent shortages.
- Greeted customers at drive-thru and took food orders.
- Operated register to process payments and collect cash payment for order totals.
- Verified freshness of ingredients and food by checking for quality, rotating stock and recording old and new items.
- Supported sales efforts by suggestively upselling food items and increasing check averages.
- Followed food safety protocols and best practices as instructed by ServSafe training.
- Arrived to work in uniform and presentable in appearance to meet restaurant standards.
- Greeted guests pleasantly and answered menu questions.
Education
Stratford High SchoolHouston, TX
High School Diploma
05.2004
University Overview
Skills
- Business growth and retention
- Upselling
- Account management
- Store opening and closing
- Detail-oriented
- Customer Service
- Team building
- Organization and Time management
Accomplishments
Accomplishments
- Supervised team of 80 staff members.
- Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and refining lunch and dinner menus.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned a plaque for customer satisfaction, company-wide.
Languages
Spanish
Native or Bilingual
French
Elementary
Hebrew
Elementary
English
Native or Bilingual
Certification
- Licensed - P&C since 2013
- Licensed- Life & Health since 2015
- American College of Financial Services Training - January 2018
- Food service Managers Certification 2008-2015
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative/Insurance Sales Producer
Allstate Insurance Co
08.2015 - Current
Customer Service Representative/Insurance Sales Agent
Fred Loya Insurance
04.2013 - 08.2015
Restaurant Manager
Mcdonalds
04.2008 - 12.2012
Restaurant Team Member
Cici's Pizza
08.2004 - 04.2008
Restaurant Team Member
Boston Market
05.2000 - 08.2004
Stratford High School
High School Diploma
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