Language & communication
K'Deem Nelson
Communicator
Riverview,FL
Summary
Highly engaged agent with excellent reputation in problem-solving and driving customer satisfaction.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Customer Service Representative
New York Life Insurance Co
05.2024 - Current
- Handle high volume of inbound customer and sales agent inquiries
- Communicate and educate on products features, benefits, and contract provision details
- Ability to handle most customer interactions independently
- Ability to explain information in functional area
- Maintains satisfactory level of key performance indicators according to departmental requirements
Cannabis Advisor
MÜV
04.2022 - Current
- Maintain up-to-date knowledge of store sales, security standards and state medicinal use policies.
- Answer questions about medicinal uses, effects and qualities of different strains.
- Assist patients in identifying cannabis medicines and methods of medication that best fit individual needs.
- Build patient loyalty and retention by delivering excellent shopping experiences.
- Delivered medical cannabis products to patients at their homes.
Licensed Inbound Sales Agent
Allstate Insurance Co
06.2021 - 09.2021
- Build customer rapport through active engagement
- Incorporate cross-selling, up-selling and promotional items to increase sales.
- Generate new and repeat sales by offering timely product, service and technical information.
- Educate customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Ask fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Maintain working knowledge of products and services to deliver timely, accurate information.
- Perform work in compliance with established regulations, policies and standard operating procedures.
Customer Service Agent
Liberty Mutual Insurance Company
10.2018 - 06.2021
- Endorse/review active auto & renters policies
- Remain knowledgeable of company products and services to advise customers on appropriate choices.
- Handle billing inquiries & take payments
- Display critical thinking skills, decisive judgment and ability to work with minimal supervision.
- Demonstrate empathy to build rapport and communicated effectively to improve understanding.
- Encourage self-service options
Unlicensed Billing Agent
Pro Unlimited
04.2018 - 10.2018
- Take payments & update billing methods
- Counsel policy holders on billing status/changes.
- Evaluate non-pay cancelled policies for reinstatement eligibility
Assist Desk Agent
Alorica (UPS)
10.2015 - 01.2018
- Handle Logistically resolve complex situations.
- Coach representatives on policy, procedure, & quality.
- Log escalated calls/questions for responsive coaching.
- Order supplies.
- Process "Guaranteed Service Refunds".
Manager-on-Duty
Ross Stores
07.2012 - 03.2017
- Shift Manager
- Train associates on company policy & procedure.
- Coach team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Offer customers excellent service and polite support to boost sales and customer satisfaction.
- Monitor sales floor and merchandise displays for presentable condition
Education
High School Diploma -
Paul R. Wharton High School
Tampa, FL 06.2010 - 06.2010
Skills
Excellent organization and time management
Proficient in customer relations
Highly computer proficient
Excellent verbal and written communication
Communication in Spanish
Attention to Detail
Cultural Awareness
Interests
Health & wellness
Skill acquisition
Certification
Associate, Customer Service
Timeline
Associate, Insurance Regulatory Compliance
10-2024
Associate, Customer Service
09-2024
Associate, Life Management Institute
09-2024
Customer Service Representative
New York Life Insurance Co
05.2024 - Current
Cannabis Advisor
MÜV
04.2022 - Current
Licensed Inbound Sales Agent
Allstate Insurance Co
06.2021 - 09.2021
Customer Service Agent
Liberty Mutual Insurance Company
10.2018 - 06.2021
Unlicensed Billing Agent
Pro Unlimited
04.2018 - 10.2018
Assist Desk Agent
Alorica (UPS)
10.2015 - 01.2018
Manager-on-Duty
Ross Stores
07.2012 - 03.2017
High School Diploma -
Paul R. Wharton High School
06.2010 - 06.2010
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