Landtrez Bunkley
Midland,Georgia
Summary
Licensed sales professional with proven track record in driving revenue growth and client satisfaction. Skilled in relationship building, strategic planning, and negotiation. Strong focus on team collaboration, adaptable to changing needs, and consistently achieves results. Known for problem-solving abilities and delivering impactful solutions.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Offering warm demeanor and excellent communication skills suited for customer interaction, eager to learn and grow in call center environment. Brings ability to quickly grasp new concepts and master tools essential for customer service roles. Ready to use and develop problem-solving and active listening skills in Customer Service role.
Overview
14
14
years of professional experience
Work History
Licensed Sales Professional
Allstate
05.2020 - Current
- Meeting and exceeding all sales objectives for new business and existing policy holders.
- Upselling current members on the value of Allstate coverage and cross selling current customers.
- Assist with enrollment via telephone and chat enrollment support.
- Perform root cause analysis to determine cause of application rejection and communicate next steps to prospect.
- Exceeded monthly sales targets consistently by identifying potential clients and presenting tailored insurance solutions.
- Maintained a high level of product knowledge, resulting in successful sales pitches and closing deals.
- Increased client satisfaction by providing prompt and accurate insurance policy information.
- Provided exceptional customer service by addressing inquiries professionally and in a timely manner.
- 'Managed approximately 60-90 incoming calls per day from customers.
Dispatcher
J.B. Hunt
05.2018 - Current
- Directed dispatching, routing, and tracking of 35 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Maintained updated and detailed records of calls in physical and electronic database.
Technical Support Tier III
Concentrix / Apple
07.2018 - 05.2020
- Responsible for resolving advance product technical support issues from customers
- Managed and resolved Remedy tickets created by Tier I and II representatives
- Exceeded FCR (first call resolution) by17%
- Remote
- Developed comprehensive knowledge of product offerings, enabling efficient identification and resolution of customer concerns.
- Maintained high-quality service standards, consistently meeting or exceeding performance metrics.
- Achieved swift case resolutions by leveraging expert knowledge of product features and functionalities.
- Provided exceptional support for customers, promptly responding to inquiries and troubleshooting problems.
- Conducted root cause analysis on recurring issues, collaborating with cross-functional teams to develop long-term solutions that benefited both the company and its customers.
- Facilitated smooth escalation processes by liaising between Tier 1 Analysts and higher-level support personnel when necessary.
- Utilized strong communication skills to establish rapport with customers and provide empathetic assistance in finding solutions.
- Participated in regular team meetings to identify areas for improvement and share best practices among colleagues.
- Managed high-volume call center environment, maintaining composure under pressure while providing top-notch support services.
- Reduced response times by creating a repository of frequently asked questions and common issue resolutions.
- Resolved 60-90 technical support inquiries per day.
Technical Support Tier II
Support.com / Comcast
07.2015 - 12.2019
- Troubleshoot hardware and software issues
- Communicate with helpdesk to resolve complex issues
- Provided technical assistance to insure a positive customer experience
- Consistently met and exceeded upsell goals by more than5%
- Meet and exceeded QA of 95% by adhering to the Comcast Quality Experience
- Remote
- Maintained high-quality service standards, consistently meeting or exceeding performance metrics.
- Participated in regular team meetings to identify areas for improvement and share best practices among colleagues.
Customer Service Representative
U-Haul
02.2016 - 11.2019
- Identify and resolve customer issues with reserving rental equipment and storage units
- Responded to customers via phone and Zen Desk (email and chat)
- Created daily and weekly reports for customer escalations
- Operated a POS system to itemize and complete customer purchases
- Remote
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
Technical Support Specialist II
Convergys / DirecTV
09.2010 - 04.2016
- Processed high volume of calls in an inbound call center setting
- Researched and resolved customer complaints and disconnect request (technical related)
- Educated customer on settings and installation satellite receivers in the home via the phone
- Assisted with upselling additional channels and packages as customer requested
- Remote
- Resolved 60-90 technical support inquiries per day.
Education
High School Diploma - General Education Diploma, Business Management
Central High School
Talbotton, GA01.2004
Skills
- Goal oriented
- Sales strategies
- Call center experience
- Effective negotiation
- Computer proficiency
- Customer retention
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
Licensed Sales Professional
Allstate
05.2020 - Current
Technical Support Tier III
Concentrix / Apple
07.2018 - 05.2020
Dispatcher
J.B. Hunt
05.2018 - Current
Customer Service Representative
U-Haul
02.2016 - 11.2019
Technical Support Tier II
Support.com / Comcast
07.2015 - 12.2019
Technical Support Specialist II
Convergys / DirecTV
09.2010 - 04.2016
High School Diploma - General Education Diploma, Business Management
Central High School
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