Kyerra Gordon
Port Saint Lucie,FL
Summary
Authorized to work in the US for any employer. Accountable Insurance Representative with excellent client management and insurance plan promotion. Highly effective juggler of multiple competing responsibilities simultaneously. Proven history of exceptional time management and customer service. Also, Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
Teleperformance
07.2022 - Current
- I help assist members with their insurance policies.
- Calculated quotes and educated potential clients on insurance options.
- Obtained underwriting approval by completing application for coverage.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Provided coverage option information to assist clients in protecting assets.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Reported policy changes and company conditions affecting customer satisfaction.
Member Services Advocate
Convey Health Solutions
09.2021 - 07.2022
- I help assist members with their OTC benefits.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Reduced average call time 100% with optimal call control and proper use of internal knowledge bases.
Customer Service Representative
iVox Solutions
07.2020 - 08.2021
- I worked with customers to help with their order status
- I also helped customers with purchasing fitness bikes and etc.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Teleperformance
07.2019 - 06.2020
- Helped members with their health insurance benefits and copayments.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Shift Manager
Checkers and Rally's Restaurants
05.2016 - 07.2019
- I started off as a crew member at Checkers and Rallys, then got promoted into a Shift Manager
- I was always being recognized for my great customer service and speedy timers.
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Exercised composure under pressure and in escalated customer service scenarios.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours and inventory movements.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
Education
Associate - Criminal Justice
Indian River State College
Skills
- Shift Supervisor
- Team Member
- Food Service
- Crew Member
- Supervising Experience
- Food Preparation
- Security
- Typing (2 years)
- Microsoft Outlook (4 years)
- Microsoft Word (4 years)
- Microsoft Powerpoint (4 years)
- Cash Handling
- Law Enforcement
- Leadership ASSESSMENTS Customer Focus & Orientation Highly Proficient June 2020 Responding
- To customer situations with sensitivity Full results: https://shareindeedassessmentscom/
- Attempts/3791c62ebc5728cc003f05791428
- Partnership Cultivation
- Client Retention
- Customer Service and Assistance
- Quote Information
- Insurance Coverage Review
- Client Account Management
- Customer Follow-Up
- Policy Adjustment Knowledge
- Billing Procedures
- Member Relations
- Change Orders
- Complaint Documentation
- Verbal and Written Communication
- Train Employees
- Sales Activities
- Health and Safety Regulations
- Opening and Closing Procedures
- Accurate Money Handling
- Sales Strategies
- Cost Management
- Payment Processing
- Directing Team Members
- Shipment Preparation
- Meeting Production Goals
- Inventory and Supply Management
- Waste Management
- Sell Products
- Lotus Notes
- Microsoft Word
- Microsoft PowerPoint
- Order Fulfillment
- Active Listening
- Account Management
Additional Information
- 53dc074545cb7 Verbal Communication Highly Proficient June 2020 Speaking clearly, correctly, and concisely. Full results: https:// share.indeedassessments.com/attempts/2cbc6995cdb16a20c22900629e2c27baeed53dc074545cb7 Sales: Influence & Negotiation Familiar June 2020 Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals. Full results: https:// share.indeedassessments.com/attempts/5126bf3e4f6d41a1a430ba5b7b3efa73eed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Problem-solving Flexibility Team Work Reliability Data entry Underwriting Interviewing Office management Research English
Certification
- Licensed Insurance Agent - August 2022- Present
- Criminal Justice Academy Completion 2015-2018
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Licensed Insurance Agent
Teleperformance
07.2022 - Current
Member Services Advocate
Convey Health Solutions
09.2021 - 07.2022
Customer Service Representative
iVox Solutions
07.2020 - 08.2021
Customer Service Representative
Teleperformance
07.2019 - 06.2020
Shift Manager
Checkers and Rally's Restaurants
05.2016 - 07.2019
Associate - Criminal Justice
Indian River State College
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