Katina Callis
The Hartford
Newport News,VA
20
years of professional experience
Results-driven customer service professional with more than a decade of experience in the customer service arena. Track record of conferring with customers by telephone or correspondence to provide information about products or services. In-depth knowledge of principles and processes of customer needs assessment, exceeding quality standards of services and evaluation of customer satisfaction. • Exceptional call center representative experience with 15 years of experience providing professional customer service, delivering excellent time management, and multitasking. • Competent at managing responsibilities in a high-volume atmosphere. • Highly skilled in providing information regarding products and services of the company. • Exceptional telephone personality, able to build rapport with every customer.
Work History
Licensed Insurance Agent
1 Year 10 Months- Advised clients on auto, home, and life coverage options aligned with individual risk needs.
- Processed policy applications, endorsements, and renewals with accurate documentation and carrier guidelines.
- Identified cross-sell opportunities by assessing client needs and recommending appropriate coverage solutions.
- Calculated quotes and educated potential clients on insurance options.
- Managed inbound calls and follow-ups while resolving billing, servicing, and policy questions.
Owner and Operator
2 Years- Black Boudior LLC. is a company that caters to women. We offer self-care and beauty products in addition to products that promote wellness of the mind, body, and soul.
- Performed a full audit of inventory and sales reports, ensuring accuracy.
- Created and managed products, sales, and revenue through Microsoft Excel.
- Established personal connections with customers, exceeding customer service expectations.
- Directed and oversaw the creation and management of multiple marketing campaigns, including the implementation of social media, email marketing, and lead generation campaigns.
- Prepared weekly reports and monthly financial updates.
- Created a clear business plan to obtain funding.
- Created a professional business website.
Customer Service Representative
7 Years 3 Months- Handled customer inquiries, answered questions, and resolved problems in a timely manner.
- Responded to customer emails in a timely manner.
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales.
- Managed credit card services for customers needing assistance with their credit card account.
- Developed and trained 15 new customer service representatives on the proper handling of customer inquiries.
- Created a new customer database by entering customer information into a database.
- Developed relationships with 18 new staff members, and assisted 12 existing staff members in their career development.
- Assisted in organizing approximately three volunteer events that raised ~$75k in donations.
Customer Service Representative
1 Year 6 Months- Served as an interface between the company and the customers by assisting customers of their question, queries and service complaints.
- Checked and maintained customer accounts.
- Made reports of customer dissatisfaction and submitted details to the direct point of contact for further review.
- Maintained quality service given to the customers by immediately solving problems that occurred ; to include balance check-up, account inquiry, paying bills and other non-technical problems.
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment.
- Continually updated a leadership resume and honed skills by participating in various management trainings.
- Offered strong customer service skills, keeping customers satisfied and increasing sales by an average of 30% annually.
Customer Service Representative
3 Years 9 Months- Handle supervisor calls and escalated issues as the first line of the management team.
- Proactively coached and assisted customer care representatives with identifying improvement opportunities and appropriate action plans to achieve desired performance level.
- Maintained a 100% positive feedback from customer surveys.
- Handled inbound sales duties, exceeding sales goals by 125%.
- Recruited 10 paid staff members to assist with event management and implementation of a volunteer retention bonus program.
- Reviewed and evaluated prospect data and lead generation techniques, resulting in seven new sales opportunities.
- Created an Excel database and sales dashboard for tracking sales process metrics.
- Communicated with customers daily, provided friendly and courteous service, and answered questions.
- Impeccable data entry skills.
- Increased customer retention by 90%.
Customer Service Representative
1 Year 3 Months- Answered inbound calls from potential customers who were interested in Verizon services.
- Established business relationships with prospective customers while analyzing the needs of the customer and closing sales.
- Educated clients on new product capabilities, finding over $50k in new revenue opportunities.
- Supported the technical needs of clients with an average of 250 calls per day.
- Trained for 40 hours of training per week on subjects such as troubleshooting, documentation, and product maintenance.
- Provided performance metrics and trend reports to management, aiding in overall operations.
Skills
Customer service
Computer skills
Microsoft office
Communication skills
Typing
Analysis skills
Windows
Sales
Supervising experience
Computer literacy
Maintenance
Help desk
Operating systems
Software troubleshooting
Finance
Management Experience
Social Media Management
Inventory Control
Data Entry
Communication skills
Microsoft excel
Leadership
Travel Coordination
Time management
Team Building
Teamwork
Timeline
Licensed Insurance Agent
The Hartford
11.2024 - 09.2026Read More
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