LaTonya McKinstry
Henderson
Summary
Dedicated customer service manager with 10+ years of experience in "big box" retail and Hotel Reservations. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.
Overview
29
29
years of professional experience
Work History
Insurance Agent
E-TELEQUOTE
12.2020 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Utilized CRM software to manage client relationships.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
Insurance Agent
TTEC H
10.2020 - 04.2021
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Utilized CRM software to manage client relationships.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
Customer Service Representative
EXCALIBUR HOTEL AND CASINO
05.2011 - 10.2020
- Build and processed guest reservations, processed credit card payments, extended career learned second-to-none customer service delivery over the phone with my guest
- Build and processed Wholesaler reversions, completed and refund canceled reservations, Build and processed Group Block reservations, Build and processed VIP and Tier level reservations.
Customer Service Manager
ACE CASH EXPRESS
03.1995 - 04.2004
- Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers
- Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance
- Manage front-end operations to ensure friendly and efficient transactions at checkout
- Selected Contributions: Managed Office, reconciled all office utility accounts, maintained Western Union ledger of received and sent transactions in compliance with Federal and State guidelines
- Anti-money Laundering and FISCA, Inventory of cash from Federal Reserve and deposits, Auditor of office cash and teller drawers, ATM loading and balancing
- Elevated store's guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies
- Served on special taskforce charged with turning around under-performing stores
- Trained CSRs and managers in five struggling stores, and contributed to significant improvements in guest satisfaction and sales
- Exemplified the second-to-none customer service delivery for which is nationally renowned in all interactions with customers.
Customer Service Manager
PLS FINANCIAL
03.1995 - 04.2004
- Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers
- Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance
- Manage front-end operations to ensure friendly and efficient transactions at checkout
- Selected Contributions: Managed Office, reconciled all office utility accounts, maintained Western Union ledger of received and sent transactions in compliance with Federal and State guidelines
- Anti-money Laundering and FISCA, Inventory of cash from Federal Reserve and deposits, Auditor of office cash and teller drawers, ATM loading and balancing
- Elevated store's guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies
- Exemplified second-to-none customer service delivery in all interactions with customers.
Education
- COMPUTER SCIENCE
GARY AREA CAREER CENTER
Gary, IN06.1988
Skills
- Customer Satisfaction Enhancement
- Front-End Supervision
- Sales & Margin Improvement
- Teambuilding & Training
- Cost-Reduction Strategies
- Order Fulfillment
- Hotel Reservations
- Insurance Agent NPN# 19627287
Timeline
Insurance Agent
E-TELEQUOTE
12.2020 - Current
Insurance Agent
TTEC H
10.2020 - 04.2021
Customer Service Representative
EXCALIBUR HOTEL AND CASINO
05.2011 - 10.2020
Customer Service Manager
ACE CASH EXPRESS
03.1995 - 04.2004
Customer Service Manager
PLS FINANCIAL
03.1995 - 04.2004
- COMPUTER SCIENCE
GARY AREA CAREER CENTER