Johnnie Adams-Gardner
Summary
Personable and dedicated customer focused individual with extensive experience in the commercial insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Agency Operations Sr Consultant II
Allstate Insurance Co
03.2022 - 12.2023
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
Licensed Commercial Service Center Rep Level II
Allstate Insurance Co
04.2018 - 03.2022
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Educated customers about available promotions, encouraging repeat business and strengthening brand loyalty.
- Contributed to the achievement of team goals through consistent personal performance metrics surpassing objectives.
- Established rapport with customers, fostering trustful relationships that enabled successful resolution of issues or concerns.
- Assisted with training and educating new hires on procedures and processes for licensed service team, addressed and resolved escalated calls as well as provide coaching to improve customer interactions.
- Demonstrated adaptability and flexibility in managing shifting priorities and adjusting workload to accommodate high call volume periods during peak seasons.
Agency Contact Center Senior Representative
Allstate Insurance Co
04.2014 - 04.2018
- Resolved issues through careful research and follow-up with customers.
- Provided detailed performance reports for management review, facilitating data-driven decision making.
- Supported team members in their daily tasks, fostering a cohesive and productive work environment.
- Strengthened client relationships through excellent communication skills and consistent followup.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Reduced customer complaints with proactive problem-solving and prompt issue resolution.
- Maintained accurate records of client interactions within CRM system for future reference.
Personal Lines Licensed Customer Service Rep
Allstate Insurance Co
09.2011 - 04.2014
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Minimized losses for the company by identifying potential fraudulent activities and adhering to established protocols for reporting and resolution.
- Proactively identified potential issues, escalating them when necessary for prompt resolution while maintaining clear communication with affected parties.
- Conducted thorough needs assessments by actively listening to customers'' concerns, preferences, and expectations to provide tailored recommendations.
- Provided comprehensive support to customers by thoroughly explaining product features, benefits, and usage guidelines.
- Participated in ongoing training programs to continuously enhance skills, knowledge base, and overall performance as a Licensed Customer Service Representative.
- Collaborated with team members for efficient problem-solving and optimal customer service delivery.
Education
Psychology
University of South Carolina - Columbia
Columbia, SCEarly Childhood Education
Ashford University
San Diego, CAHigh School Diploma -
Harleyville-Ridgeville High School
Dorchester, SC06.1992
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
- MS Office
- Issue Resolution
- Customer Relationship Management
- Integrity and Honesty
- Process development and Implementation
- Ability to Articulate, assemble and deliver information
Certification
Property and Casualty licenses -North Carolina
Timeline
Agency Operations Sr Consultant II
Allstate Insurance Co
03.2022 - 12.2023
Licensed Commercial Service Center Rep Level II
Allstate Insurance Co
04.2018 - 03.2022
Agency Contact Center Senior Representative
Allstate Insurance Co
04.2014 - 04.2018
Personal Lines Licensed Customer Service Rep
Allstate Insurance Co
09.2011 - 04.2014
Psychology
University of South Carolina - Columbia
Early Childhood Education
Ashford University
High School Diploma -
Harleyville-Ridgeville High School