Kiana Devreaux
Lawrenceville,GA
Summary
Dynamic Customer Service Specialist with a proven track record at Progressive Insurance, excelling in conflict resolution and customer relations. Recognized for enhancing client satisfaction through effective communication and meticulous attention to detail, consistently resolving complex issues and fostering strong client relationships to drive retention and loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Progressive Insurance - Mayfield Village Service Center
Remote, GA
06.2023 - Current
- Assisted in the development and implementation of customer service policies and procedures.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Researched relevant policy information to answer customer questions.
- Maintained accurate records of customer interactions and transactions.
- Facilitated payment processing for premium payments and renewals.
- Processed new policy applications and updated existing policy documents.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Investigated discrepancies between actual charges and expected premiums.
- Provided quotes on various types of insurance policies.
- Provided detailed explanations of insurance coverage and policy limitations to customers.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Addressed and escalated complex customer issues to management, when necessary.
Customer Care Representative
CarMax
Suwannee, GA
05.2021 - 11.2021
- Maintained up-to-date knowledge of company products, services, and promotions.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
Call Center Representative
Voice Nation
Buford, GA
11.2020 - 05.2021
- Maintained records of customer interactions, transactions, comments and complaints.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Merchandiser
Thredup Distribution Center
Lawrenceville, GA
06.2020 - 11.2020
- Inspected shipments for quality control purposes prior to stocking shelves or racks with merchandise.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Organized and distributed merchandise to designated areas within the warehouse.
Store Associate
Kroger
Lawrenceville, GA
04.2019 - 06.2020
- Scanned items and checked pricing on cash register for accuracy.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Assisted in training new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Assisted customers with locating items in the store, answered questions about products and prices.
- Stocked shelves, rotated merchandise and ensured product freshness.
Customer Service Specialist
Floor and Decor
Buford, GA
03.2018 - 02.2019
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Utilized computer systems for order entry, tracking, invoicing and other related tasks.
- Placed special orders or called other stores to find desired items.
- Recommended, selected and located merchandise based on customer desires.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Wrapped and bagged purchases to help customers load merchandise into vehicles.
- Addressed customer questions and concerns regarding products, pricing, inventory, and services.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
Store Associate
Marshalls & HomeGoods
Lawrenceville, GA
12.2015 - 03.2018
- Utilized POS systems to process sales, returns, and exchanges efficiently.
- Coordinated with team members to manage high-traffic periods, ensuring a smooth shopping experience for customers.
- Replenished stock on the sales floor, ensuring merchandise is displayed attractively and accessible to customers.
- Organized in-store displays to promote new products or special offers, attracting customer interest.
- Managed fitting rooms, ensuring cleanliness and availability for customer use.
Movie Theater Attendant
AMC Movie Theater
Lawrenceville, GA
10.2014 - 08.2015
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Managed ticket sales operations, ensuring efficient customer service and accurate financial transactions.
- Provided information regarding show times, new releases and upcoming movies and trailers.
- Enforced age restrictions and movie ratings, ensuring compliance with legal and company policies.
- Performed ushering duties and assisted customers with seating.
- Prepared and sold concession stand items, including popcorn, candy, and beverages, adhering to health and safety guidelines.
- Maintained cleanliness concession stand by refilling condiments, sanitizing cooking equipment and wiping down glass display cases.
- Organized lines, lobbies, and promotional material for major movie releases.
- Resolved customer complaints and inquiries, providing exceptional service to enhance their movie-going experience.
Cashier
Five Below
Snellville, GA
07.2013 - 09.2014
- Greeted customers and answered any questions they had about the store's products and services.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
Education
High School Diploma -
Dacula High School
Dacula, GA05-2016
Skills
- Attention to detail
- Effective communication
- Data entry
- Customer relations
- Multi-task management
- Conflict resolution
- Team collaboration
- Time management
- Analytical
- Social perceptiveness
- Dependable and responsible
- Organization
- Clerical support
Timeline
Customer Service Specialist
Progressive Insurance - Mayfield Village Service Center
06.2023 - Current
Customer Care Representative
CarMax
05.2021 - 11.2021
Call Center Representative
Voice Nation
11.2020 - 05.2021
Merchandiser
Thredup Distribution Center
06.2020 - 11.2020
Store Associate
Kroger
04.2019 - 06.2020
Customer Service Specialist
Floor and Decor
03.2018 - 02.2019
Store Associate
Marshalls & HomeGoods
12.2015 - 03.2018
Movie Theater Attendant
AMC Movie Theater
10.2014 - 08.2015
Cashier
Five Below
07.2013 - 09.2014
High School Diploma -
Dacula High School
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