KELLI MCNEIL
Canton,Ga.
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Hancock Claims Consultants
03.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Operation Specialist
Marquee Insurance Group
07.2022 - 12.2023
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Monitored industry trends to stay current on emerging risks, allowing proactive identification of potential gaps in client coverage.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Educated clients on insurance policies and procedures.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Negotiated contracts and terms of sale with potential customers.
- Ensured adherence and deadlines were met for all claims
- Calculated quotes and educated potential clients on insurance options.
- Coordinated closely with finance teams when dealing with invoicing and payment issues, ensuring a seamless experience for the client.
- Strengthened client relationships through regular communication and follow-up on renewal opportunities.
- Negotiated contract terms during the renewals process, securing favorable conditions for both parties involved.
Emerging Store Manager
Walgreens
06.2019 - 07.2022
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Improved store sales by implementing effective merchandising strategies and optimizing floor layouts.
- Enhanced customer satisfaction by resolving conflicts, addressing concerns, and providing exceptional service.
- Streamlined inventory management with organized stockrooms and accurate recordkeeping.
- Collaborated with Store Manager to analyze sales data, identify trends, and develop targeted action plans.
- Oversaw daily operations, ensuring smooth workflow while adhering to company policies and procedures.
- Managed vendor relationships to ensure timely deliveries, quality merchandise, and favorable terms for the store.
- Empowered team members by delegating tasks effectively while also offering guidance when needed.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed scheduling for store shifts to accomplish proper staffing.
- Assisted Store Manager in interview process of prospective employees and provided feedback.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Engaged directly with customers to offer assistance and resolve complaints.
- Tracked daily cash handling, reconciled sales and prepared bank deposits.
Assistant Manager
Walgreens
01.2019 - 06.2019
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Shift Lead
Walgreens
02.2018 - 01.2019
- Maintained a clean and comfortable store environment
- Open and close the store in the absence of store management, including all required systems start-ups, required cash handling
- Completed product returns, order voids, customer refunds, cash drops to the safe and provided change as requested to cash registers
- Engaged with customers and patients by greeting them and offering assistance with products and services
- Delegate tasks based on individual skill sets
- Trained and mentored new employees to maximize team performance
- Responded to and resolved customer questions and concerns
- Kept employees operating productively and working on task to meet business and customer needs.
Certified Pharmacy Technician
Walgreens
01.2016 - 02.2018
- Build lasting relationships with customers by contacting them to follow up on prescription, suggest new products and invite them to upcoming events
- Communicate with healthcare providers, insurance companies, and patients in person, by email, via fax and telephone
- Properly fill and dispense 100 to 300 prescriptions per day
- Receive and store incoming inventory, verify quantities against invoices, and check for outdated medications
- Perform clerical tasks, such as filing, answering phones, and operating cash register, maintain prescription records, or composing letters
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Stocked, labeled and inventoried medication to keep accurate records
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
Technician
Well Star Cardiac & Pulmonary Rehab
08.2015 - 12.2015
- Assisted cardiac and pulmonary patients with weight training programs by setting up equipment and providing detailed instructions
- Managed and updated database member information with 100% accuracy
- Taught clients how to modify exercise appropriately to avoid injury
- Monitored and recorded patients on heart rate, blood pressure and glucose levels
- Build and maintain solid member relationships by handling questions, concerns, resolved issues/complaints with speed and professionalism while maintaining confidentiality per HIPAA guidelines
- Contributed to the operation of a clean, friendly and well-maintained health clinic.
Education
Bachelor of Science - Physiology
Valdosta State University
Valdosta, GAHigh School Diploma -
Etowah High School
Woodstock, GASkills
- Excellent written and verbal skills
- Strong Interpersonal skills
- Work Well Under Pressure
- Easily Adapts to Change
- Proficiency in Windows, Office, Excel Salesforce, Freshdesk,Slack
- Detail Oriented
- Ability to prioritize workload
- Self-motivated and determined with positive attitude and sense of urgency
- Able to work independently and as part of team
- Strong Active Listening skills
- Problem-solving abilities
- Call Center Customer Service
- Property and Casualty Insurance
- Decision-Making
- Teamwork and Collaboration
- Client Account Management
Certification
- Georgia Property & Casualty License
- Pharmacy Technician Certificate Board
Timeline
Customer Service Representative
Hancock Claims Consultants
03.2024 - Current
Operation Specialist
Marquee Insurance Group
07.2022 - 12.2023
Emerging Store Manager
Walgreens
06.2019 - 07.2022
Assistant Manager
Walgreens
01.2019 - 06.2019
Shift Lead
Walgreens
02.2018 - 01.2019
Certified Pharmacy Technician
Walgreens
01.2016 - 02.2018
Technician
Well Star Cardiac & Pulmonary Rehab
08.2015 - 12.2015
Bachelor of Science - Physiology
Valdosta State University
High School Diploma -
Etowah High School
- Georgia Property & Casualty License
- Pharmacy Technician Certificate Board
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