Karla Hatcher
Houston
Summary
Results-oriented customer service professional with over 15 years of experience exceeding customer expectations and goal metrics. Skilled in customer service, insurance, sales, oil & gas, business management, and office administration. Seeking a challenging role to apply diverse skill set and create a significant impact on a growing organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Specialist
Chase
02.2025 - Current
- Customer Service for inbound banking call center
- Exceeding all metrics including: average call handling time
- Account maintenance for deposit accounts
- Balance transfers, stop payments
- Claims, online login help
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner
- Adhered to regulatory compliance guidelines while processing transactions to ensure the security of customer information
- Participated in ongoing training programs to stay updated on industry trends, product knowledge, and banking regulations
Licensed Insurance Agent P&C
Allstate Insurance
07.2024 - 02.2025
- Outbound and Inbound calls for prospective clients in remote call center setting
- Prepared accurate quotes for prospective clients and converting into sales within the call
- Provided personalized insurance solutions to clients based on their individual needs and risk profiles
- Utilized CRM and Salesforce software to track client interactions, manage leads, document policy details, and generate reports.
- Stayed current on training to enhance product knowledge and improve sales techniques.
- Maintained 50% quote to policy ratio as well as above average in other sales metrics month over month.
Telesales Expert/Energy and Gas Advisor
Just Energy
07.2022 - 07.2024
- Customer Service/ Telesales for an inbound energy call center
- Built quotes and solutions based on customers need
- Met and exceeded goal metrics; promoted 3 times within 18mts (Center of Excellence Award Winner)
- Ranked 8th out of 150 sales agents
- Contributed to the success of a new affiliate program (Homewater/Aquasana) ranking top 5% in sales week over week
- Successful use of Salesforce, CRM, CSIS, ISigma Billing
- Utilized call scripts, boosting telesales conversion rates by 20%.
- Handled Escalations and billing
- IT, Chat Support ,Multitasked w/ multiscreen set up
Benefits Specialist
Randstad/Alight Solutions
12.2021 - 12.2022
- Handled inbound calls for several companies
- Assisted employees with enrolling for, cancelling, and maintaining employee provided benefits
- Submitted and managed cases, handled escalations
- Educated clients on group health plans, retirement,Medicare,pension, and life insurance using correct medical and insurance terminology
Owner/Operator
Edkar Pilot Car Service, LLC
01.2020 - 12.2021
- Certified Driver providing safety for Oversize Tractor Trailer loads across US.
- Managed accounts payable/receivable, all administrative duties, onboarding for new hires and contractors
- Managed driver training, logistics, supply chain, dispatching, and freight control
- Obtained leads to increase work opportunities
Assistant Store Manager
Sprint/T-mobile
07.2016 - 01.2021
- Managed objectives for Sprint/T-Mobile retail location.
- Promoted 3 times (once each year) up to Assistant Store Manager
- Supervised and coached up to 15 employees daily
- Opening and closing duties including scheduling and inventory
- Produced reports and spreadsheets w/ sales projections
- Completed onboarding for new hires (HRIS)
- Created individual sales goals and commission plans for store and employees leading to consistently maintaining the store in the top 5 in the district
Education
Bachelor's degree - Business Administration
Fayetteville State University
Fayetteville, NC01.2015
Associate - Business-Human Resources
Wake Technical Community College
Raleigh, NC01.2013
Associate - Banking and Finance
Fayetteville Technical Community College
Fayetteville, NC01.2007
Skills
- Payroll
- Call center
- Logistics
- Salesforce
- Financial Report Writing
- Recruiting
- Management
- Supply Chain
- Clerical experience
- Customer Service
- HRIS
- Budgeting
- Event Planning
- Microsoft Excel
- Computer networking
- Medical terminology
- Retail Sales
- Bookkeeping
- Hospitality
- Account Management
- SaaS
- Microsoft Powerpoint
- Forecasting
- Microsoft Office
- Office Administration
- Insurance sales
- CRM Software
- Accounting
Certification
- P&C Insurance License, Licensed to sell Personal Lines in 50 US states and DC
- Life Insurance License, Licensed in TX & Michigan
Accomplishments
Completed Texas Insurance Adjuster Course
Timeline
Account Specialist
Chase
02.2025 - Current
Licensed Insurance Agent P&C
Allstate Insurance
07.2024 - 02.2025
Telesales Expert/Energy and Gas Advisor
Just Energy
07.2022 - 07.2024
Benefits Specialist
Randstad/Alight Solutions
12.2021 - 12.2022
Owner/Operator
Edkar Pilot Car Service, LLC
01.2020 - 12.2021
Assistant Store Manager
Sprint/T-mobile
07.2016 - 01.2021
Associate - Business-Human Resources
Wake Technical Community College
Associate - Banking and Finance
Fayetteville Technical Community College
Bachelor's degree - Business Administration
Fayetteville State University
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