Latesha Bernard
Altoona,PA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Licensed Health Insurance Agent
Results-CX
Altoona, PA
09.2024 - Current
- Developed and implemented insurance plans for customers based on their individual needs.
- Researched and analyzed customer data to ensure accuracy of coverage information.
- Provided detailed explanation of policy terms, conditions, and benefits to clients.
- Negotiated with insurers to secure the best possible rates for clients.
- Educated customers on various health insurance products and services available.
- Maintained accurate records of all customer interactions and transactions.
- Processed payments from customers and handled refunds when necessary.
- Identified areas where additional coverage may be needed or beneficial for clients.
- Advised clients on changes in their insurance policies due to life events such as marriage or childbirth.
- Monitored changes in state and federal laws regarding health insurance policies.
- Calculated premiums and established payment methods.
Licensed Insusrance Agent
Checks and Balances
Altoona, PA
08.2024 - 09.2024
- Developed and implemented sales strategies to increase market share of insurance products.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
- Maintained accurate records of client information including contact details and policy changes.
Licensed Insurance Agent
TTEC
Altoona, PA
02.2024 - 06.2024
Licensed Insurance Agent
Teleperformance USA
Altoona, PA
08.2023 - 02.2024
- Developed and implemented sales strategies to increase market share of insurance products.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
- Maintained accurate records of client information including contact details and policy changes.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Responded promptly to customer inquiries via phone calls or emails in a professional manner.
- Upsold products to policyholders and potential new clients.
Customer Service Representative
Three Wire Systems
Ebensburg, PA
01.2023 - 02.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Licensed Insurance Agent
Sykes Enterprises, Incorporated
Altoona, PA
12.2021 - 08.2023
- Upsold products to policyholders and potential new clients.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Responded to customer inquiries and problems to promote great service.
- Analyzed customer needs and provided best options, upselling products and services.
- Researched insurance plans to find good options for clients' needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
Customer Service Representative
Employment Solutions Of Ny
Altoona, PA
08.2022 - 01.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
Transit Bus Operator
New Jersey Transit
Maplewood, NJ
04.2014 - 06.2021
- Utilized lifts and ramps to help handicapped passengers board shuttles.
- Communicated frequently with dispatchers regarding locations, routes and traffic conditions.
- Reported major accidents, emergencies and suspicious incidents to supervisors.
- Completed transfers at hubs and final destinations to keep routes on schedule.
- Completed appropriate inspection paperwork and reported results to supervisors.
- Received and submitted passenger fares.
- Gave clear directions to passengers regarding destinations, pick-ups and drop-off locations.
- Deescalated verbal altercations and fights between passengers.
- Adhered to strict time requirements for bus route scheduling and reported delays to dispatch.
- Maintained safe driving habits to protect property and general public on roadways.
- Handled passenger emergencies or disruptions.
- Maintained vehicle safety by monitoring, instructing and correcting passengers.
- Collected tickets or cash fares from passengers.
- Assisted elderly or disabled individuals by helping on and off bus, seating properly and carrying baggage.
- Complied with local traffic regulations and safety requirements for bus operation.
- Reported delays or accidents.
Education
Certificate Of Completion - Medical Assistant
National Career Institute
East Orange, NJ07.2013
High School Diploma -
Union High School
Union, NJ06.2003
Skills
- Credit Card Payment Processing
- Report Generation
- Report Creation
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- 40 wpm Typing Speed
- De-escalation Techniques
- Data Entry
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Creative Problem Solving
- Courteous Demeanor
- Adaptive Team Player
- Customer Relations
Licenses
- Licensed Insurance Agent
- CDL Class B
Timeline
Licensed Health Insurance Agent
Results-CX
09.2024 - Current
Licensed Insusrance Agent
Checks and Balances
08.2024 - 09.2024
Licensed Insurance Agent
TTEC
02.2024 - 06.2024
Licensed Insurance Agent
Teleperformance USA
08.2023 - 02.2024
Customer Service Representative
Three Wire Systems
01.2023 - 02.2024
Customer Service Representative
Employment Solutions Of Ny
08.2022 - 01.2023
Licensed Insurance Agent
Sykes Enterprises, Incorporated
12.2021 - 08.2023
Transit Bus Operator
New Jersey Transit
04.2014 - 06.2021
Certificate Of Completion - Medical Assistant
National Career Institute
High School Diploma -
Union High School
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