K'Dion Parchment
Decatur,GA
Summary
I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Skilled at working with regulatory limits and department standards to handle requirements via email, chat, telephone calls and in person.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Sales Agent/Customer Service Manager
GoHealth
Atlanta, GA
09.2022 - Current
- Demonstrated excellent listening skills while interacting with customers via telephone or email.
- Utilized a computer system to track customer accounts and update order information.
- Identified opportunities to cross-sell additional products and services to existing customers.
- Maintained records of customer interactions, transactions, comments and complaints.
- Responded promptly to emails sent by customers seeking support or assistance.
- Provided technical support when needed regarding product installation, usage, troubleshooting.
- Participated in team meetings to discuss strategies for improving customer service experience.
- Handled escalated customer service issues professionally and efficiently.
- Provided product recommendations based on customer needs.
- Assisted in training new call center staff members on proper procedures for handling calls and resolving customer issues.
- Reviewed daily performance metrics such as average wait time, number of calls answered.
- Developed strong relationships with repeat customers through consistent follow-up communication.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Provided top quality control and eliminated downtime to maximize revenue.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
- Provided technical assistance to customers through online chat or telephone support.
Chat/Email Support Representative
Health IQ
Altanta, GA
04.2020 - 08.2022
- Participated in ongoing training sessions to stay updated on company policies and procedures.
- Documented all incoming emails for future reference purposes.
- Maintained accurate records of customer interactions and transactions.
- Resolved customer complaints in a timely manner.
- Answered customer inquiries regarding product features, pricing, and availability.
- Analyzed data from previous emails to predict potential customer service issues.
- Provided technical support to customers via email and phone.
- Utilized problem-solving skills to troubleshoot technical issues.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Monitored chat queues for incoming requests from customers requiring assistance.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
- Verified accuracy and completeness of data entry into the database system.
- Identified discrepancies between source documents and entered data.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Maintained confidentiality of sensitive information entered into the system.
Licensed Insurance Sales Agent
State Farm
Atlanta, GA
01.2017 - 04.2020
- Identified opportunities for cross-selling additional products based on customer needs.
- Managed existing accounts by providing ongoing support and guidance as needed.
- Assisted clients in understanding the various types of insurance coverage available and helped them select appropriate products.
- Processed applications for new policies or changes to existing ones quickly and accurately.
- Provided advice on risk management strategies for businesses and individuals.
- Explained complex technical information about insurance plans in a clear manner that was easy for customers to understand.
- Assisted in developing promotional materials such as brochures or flyers designed to attract new business.
- Conducted research to identify potential customers and developed strategies to target those customers.
- Resolved customer complaints in a timely fashion while maintaining positive relationships with all parties involved.
- Responded promptly to customer inquiries regarding product features, pricing, availability.
- Prepared reports summarizing data from customer interactions such as sales volume or policy renewals.
- Developed and implemented marketing campaigns to increase sales of insurance policies.
- Collaborated with colleagues from other departments such as underwriting or claims processing teams.
- Attended seminars, conferences, and workshops to build knowledge base concerning the insurance industry.
- Participated in weekly team meetings to discuss strategies for increasing sales volume.
- Ensured compliance with state regulations related to selling insurance products.
- Maintained records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.
- Cultivated relationships with new clients through cold calling and networking activities.
- Prepared and delivered detailed policy proposals and quotes to potential clients.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Assisted clients in filing claims and guided them through the claims process for a smooth resolution.
- Leveraged social media and networking events to generate new leads and expand client base.
- Developed referral networks with other professionals, resulting in increased business opportunities.
- Addressed and resolved clients' inquiries and concerns promptly, ensuring high levels of client satisfaction.
- Utilized CRM software to track leads, customer interactions, and sales progress efficiently.
Data Entry Clerk
SourceHOV
Atlanta, GA
05.2014 - 12.2017
- Organized files according to established procedures for easy retrieval later on.
- Verified accuracy and completeness of data entry into the database system.
- Provided support to management staff in regards to data entry processes.
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Identified discrepancies between source documents and entered data.
- Prepared summaries of daily work completed for review by supervisors.
- Operated various office equipment such as scanners, printers. when required.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Utilized specialized software applications related to the job role.
- Followed up on pending tasks until completion.
- Compiled reports based on gathered information.
- Created spreadsheets to track data entries.
- Maintained confidentiality of sensitive information entered into the system.
- Checked source documents against entered data to ensure accuracy.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Reviewed and updated account information in company computer system.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
Cashier/Assistant Manager
Dunkin Donuts
Mcdonough, GA
06.2012 - 08.2014
- Ensured compliance with relevant laws and regulations related to cash handling operations.
- Organized daily banking activities including deposits, withdrawals, transfers, and check cashing.
- Monitored cashiers to ensure accuracy in transactions and compliance with company policies.
- Performed duties of a cashier when needed during peak periods or staff shortages.
- Recruited, trained, and supervised staff members while providing guidance and support when necessary.
- Implemented operational procedures such as opening and closing procedures for the store.
- Investigated discrepancies in financial statements or accounting reports.
- Created monthly reports summarizing sales figures, employee performance metrics, and other key business indicators.
- Assisted customers with questions, complaints, and issues regarding their purchases or accounts.
- Developed strategies to increase customer satisfaction ratings through improved service standards.
- Processed payments from customers using various payment methods such as credit cards or cash.
- Participated in meetings with other managers to discuss operational plans or initiatives.
- Managed the store's inventory levels by conducting regular audits and ordering new stock as needed.
- Conducted quality assurance checks to ensure that all products were properly priced and labeled before being placed on shelves.
- Maintained accurate records of financial transactions using POS systems or manual registers.
- Prepared weekly schedules for cashiers based on customer demand and staffing availability.
- Provided feedback to management regarding employee performance issues or opportunities for improvement.
- Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
- Built and maintained working relationships with peers and upper management.
- Resolved customer problems by investigating issues, answering questions and building rapport.
Education
Associate of Science - Physics
Georgia Perimeter College
Atlanta, GA05-2014
Skills
- Technical support
- Customer service
- Data entry
- CRM software
- Complaint resolution
- Product knowledge
- Account management
- Insurance
- Ticketing systems
- Email communication
- Quality assurance
- Escalation procedures
- Training new staff
- Quick typing
- Database management
Certification
- Insurance License (all lines)
Timeline
Insurance Sales Agent/Customer Service Manager
GoHealth
09.2022 - Current
Chat/Email Support Representative
Health IQ
04.2020 - 08.2022
Licensed Insurance Sales Agent
State Farm
01.2017 - 04.2020
Data Entry Clerk
SourceHOV
05.2014 - 12.2017
Cashier/Assistant Manager
Dunkin Donuts
06.2012 - 08.2014
Associate of Science - Physics
Georgia Perimeter College