KENYA GOLDEN
Insurance agent/specialty services
Flint,MI
Summary
Adept at driving customer satisfaction and retention, leverage strong negotiation skills and CRM software proficiency at Progressive Insurance Companies to exceed monthly goals. With a background in account management and problem resolution, coupled with a knack for building strong relationships, this knowledge has consistently helped to enhanced client loyalty and operational efficiency.
Overview
11
11
years of professional experience
Work History
Agent Services Representative
Progressive Insurance Companies
2022.12 - Current
- Enrolled and sold products and services via inbound phone calls.
- Provided accurate information by utilizing proper systems, department tools and product.
- Participated actively in regular team meetings aimed at driving continuous improvement initiatives across various aspects of agent services operations.
- Achieved established monthly goals.
- Received Top performer and Rising star within my 6 months of joining Blended department
- Delivered exceptional customer service through active listening and problem-solving techniques.
- Coordinated training sessions for new agents, ensuring they were equipped with essential knowledge and skills for success.
- Manage approximately 30 incoming calls per day.
- Lead team meeting sharing strategies on how to close and improve sales, along with upselling.
Entrepreneur
JAFAARS EVERYTHING BOUTIQUE
2021.11 - Current
- Built strong brand recognition and customer loyalty by delivering high-quality products and services consistently over time.
- Improved customer satisfaction with exceptional project management skills and timely delivery of products and services.
- Expanded product line to meet consumer demands, conducting market research to identify new opportunities.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Property Manager
H&F PROPERTIES
2013.03 - Current
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
Program Coordinator
GCARD
2019.10 - 2020.11
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Maintained detailed records of program activities and participant data, ensuring compliance for more than 300 clients
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
Account Manager
Al Bourdeau Insurance
2016.10 - 2019.10
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Education
Associate of Arts - Business
Charles Stewart Mott Community College
Flint, MI06.2012
Skills
- Strong negotiation skills
- Data entry proficiency
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Problem Resolution
- Computer Proficiency
- Customer Relationship Management (CRM)
- Microsoft PowerPoint
- Call Center Operations
- Product Sales
- Coordination
- Account Management
- Project management abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offPersonal development programsPaid sick leave401k match4-day work weekTimeline
Agent Services Representative
Progressive Insurance Companies
2022.12 - Current
Entrepreneur
JAFAARS EVERYTHING BOUTIQUE
2021.11 - Current
Program Coordinator
GCARD
2019.10 - 2020.11
Account Manager
Al Bourdeau Insurance
2016.10 - 2019.10
Property Manager
H&F PROPERTIES
2013.03 - Current
Associate of Arts - Business
Charles Stewart Mott Community College
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