JaNya Covin
Dallas,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
6
6
years of professional experience
Work History
Licensed Life and Health Insurance Agent
Tranzact Insurance Solutions
Richardson, TX
08.2024 - Current
- Assisted customers with enrollment in health insurance plans and managed administrative paperwork.
- Participated in weekly training sessions to improve product knowledge and enhance company growth.
- Developed appropriate quotes based on risk information.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Explained complex healthcare concepts to customers in an easy-to-understand way.
- Advised clients on health insurance options, including coverage and cost comparisons.
- Calculated premiums and established payment methods.
- Fielded inbound and outbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Identified needs of customers promptly and efficiently.
- Set up policies for both new and existing customers, via phone, in qualified licensed states for appointed companies such as Humana and Colonial Penn
Team Lead CSR
Dallas Plumbing Company/ Air Pros LLC
Dallas, TX
07.2023 - 06.2024
- Booked Electrical, HVAC, and Plumbing appointments for multiple businesses in different states.
- Answered Inbound calls of customer inquiries through Five9 and provided accurate information regarding products, services, and appointment bookings.
- Provided excellent customer service to ensure appointments were booked at customers satisfaction.
- Gathered customer feedback through Inbound and Outbound calls and used the data to improve customer service.
- Answered email bookings for customers searching on third party sites such as Angie’s List.
- Dual monitor set up to help use Service Titan effectively if Dispatch needed.
- Make schedules and assist with training navigation and call flow.
- QA Team Meetings for improvement on customer service experience.
- As a Closing Manager I followed a walk through of the building and proper alarm setting to effectively and safely close the building down and lock up.
CSR Insurance Agent
Globe Life
Dallas, TX
10.2022 - 06.2023
- Use dual screens to perform daily task with system progrmas such as Mainframe, Microsoft, Excel, Jabber, On Base, Webex, Security Manager etc.
- Answer 100 to 150 inbound calls daily while reciting script to incoming callers
- Maintain a steady AHT of 4 minutes out of our 6 minute threshold.
- Promoted exemplary customer service to prevent callers from ending their policy.
- De-escalated problematic customers who are grieving by maintaining empathetic , and a friendly demeanor.
- Receive "Kudos" celebrations for over achieving customer satisfaction.
- Ensure customers are comfortable with giving payment information to ensure safety of their personal information.
- Ensure I as the agent stay in tune with releasing private information to the correct caller of ownership.
- Send letters daily by filling in different templates to be sent to customers home address.
Shipping and Receiving Clerk
NFI Industries
Dallas, TX
01.2022 - 09.2022
- Checked customer orders, labeling and documentation prior to shipment to avoid delays.
- Maintained inventory of shipping materials and supplies.
- Sometimes operated a forklift to transport product to inventory to be inspected and documented.
- Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
- Logged inbound and outbound discrepancies for wrong products, incorrect quantities and damages.
- Identified order discrepancies and damaged items and notified supervisor.
- Prepared work orders, bills of lading or shipping orders to route materials.
- Traced missing material and shipments through vendor and customer communications.
Quality Control Analyst
Pfsweb L'Oreal Luxe
Dallas, TX
03.2020 - 01.2022
- Resolved quality issues phone agents made to improve productivity and workflows.
- Reviewed recorded calls to analyze improvements in scripts and procedures to enhance customer satisfaction.
- Created, edited and updated project manuals and technical documentation used by entire QA team.
- Participated in calibration sessions with supervisors to promote consistent business growth and service.
Call Center Representative
Pfsweb L'Oreal Luxe
Dallas, TX
02.2019 - 03.2020
- As a CSR for L'Oreal branches such as Kheils Since 1851 and Giorgio Armani I answered incoming calls from customers who needed to place orders as well as answer questions about the product or their membership.
- Research and learn product to inform customer concerns as needed.
- Update personal information when requested upon from members of our store.
- Achieve performance metrix with KPI's to ensure my call flow and daily duties are not too much to handle.
- De-escalate callers who have a misunderstanding of an ongoing issue that must be resolved.
- Locate near by stores when requested for customers who wanted to physically shop
- Updated customer accounts, addresses and contact information within call management databases.
- Delivered fast, knowledgeable, and most importantly, friendly service for routine questions and service complaints.
Education
High School Diploma - Law
De Soto High School
05.2018
Skills
- Customer Service
- Sales
- Multitasking and Prioritization
- Quality Control
- Verbal and Written Communication
- Upselling Products and Services
- Understanding Customer Needs
- Order and Refund Processing
- Call Center Operations
- Hardware Upgrades
- Hardware Diagnostics
- Issue and Resolution Tracking
- System Performance Assessments
- Organizational Skills
- Computer Diagnostics
- Resolving Problems and Incidents
- Defect Analysis and Resolution
Timeline
Licensed Life and Health Insurance Agent
Tranzact Insurance Solutions
08.2024 - Current
Team Lead CSR
Dallas Plumbing Company/ Air Pros LLC
07.2023 - 06.2024
CSR Insurance Agent
Globe Life
10.2022 - 06.2023
Shipping and Receiving Clerk
NFI Industries
01.2022 - 09.2022
Quality Control Analyst
Pfsweb L'Oreal Luxe
03.2020 - 01.2022
Call Center Representative
Pfsweb L'Oreal Luxe
02.2019 - 03.2020
High School Diploma - Law
De Soto High School
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