L'Tanya Welch
Starkville,MS
Summary
Dedicated and highly skilled Customer Service Professional with extensive experience. Proven expertise in managing customer interactions across various channels, including phone, email, and live chat. Adept at using de-escalation techniques to resolve conflicts and enhance customer satisfaction. Demonstrates strong upselling abilities, increasing revenue through effective product and service recommendations. Highly proficient in multitasking and prioritization, ensuring efficient handling of a high volume of inbound and outbound calls. Known for exceptional time management, attention to detail, and adherence to telephone and email etiquette.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Progressive Auto Insurance
02.2024 - Current
- Managed a high call volume of customer interactions through various channels, including phone, and email ensuring a positive experience and resolution of inquiries.
- Provided expert advice on auto insurance coverage options, policy details, and claim procedures, helping clients make informed decisions and enhancing their understanding of their policies.
- Addressed and resolved customer concerns related to policy coverage, premiums, deductibles, and billing issues, demonstrating empathy and problem-solving skills
- Managed a high volume of customer interactions through various channels, including phone, email, and live chat, ensuring a positive experience and resolution of inquiries.
- Processed insurance claims, policy changes, and renewals efficiently using industry-specific software, such as XYZ Claims System and ABC Policy Manager.
- Provided expert advice on auto insurance coverage options, policy details, and claim procedures, helping clients make informed decisions and enhancing their understanding of their policies.
- Addressed and resolved customer concerns related to policy coverage, premiums, deductibles, and billing issues, demonstrating empathy and problem-solving skills
Telephone Consultant II
Mission Federal Credit Union
08.2022 - 12.2024
- Proficiently navigated six systems daily, including Simitar, Interaction Desktop, OnBase, Bill Pay, OneNote, and Microsoft Teams.
- Delivered exceptional service to members, strengthening relationships and creating opportunities for future business.
- Addressed customer inquiries about account balances, transaction history, service charges, and interest rates.
- Managed telephone inquiries related to checking and savings accounts, loans, and lines of credit.
- Acted as the primary contact for customers, offering support with account maintenance and transactions.
Customer Service Representative
Allstate Insurance Co
05.2019 - 07.2022
- Audited and corrected billing and posting documents for accuracy.
- Utilized various software programs to process customer payments.
- Monitored outstanding invoices and performed collections duties.
- Collaborated with customers to resolve disputes.
- Educated clients on insurance policies and procedures.
- Collected premiums on or before effective date of coverage.
Customer Sales Representative
T-Mobile
01.2017 - 05.2019
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Resolved concerns with products or services to help with retention and drive sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
Retail Manager
Bootworld
10.2016 - 03.2017
- Communicated all store initiatives and promotions to customers to generate return business.
- Assisted in creating pre-season marketing plans to support department and divisional strategies.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Earned management trust by serving as key holder, responsibly opening and closing the store.
Sales Representative
Allegiance Inc
11.2014 - 09.2016
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Established and cultivated solid business relationships with new or existing customers.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
Team Lead
Arbys
10.2011 - 11.2014
- Trained new team members by relaying information on company procedures and safety requirements.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Held weekly team meetings to inform team members on company news and updates.
Education
High School Diploma -
Lincoln High School
2014
Skills
- De-escalation Techniques
- Upselling Products and Services
- Customer Retention Strategies
- Multitasking and Prioritization
- Inbound and Outbound Calling
- Efficient and Detail-Oriented
- Time Management
- Product and Service Sales
- Telephone and email etiquette
- Financial Products
- Cash Handling Experience
- Consumer Lending
Certification
CPR Certified California Sales License Certified Leasing Agent Pacific Nissan Car Dealership, San Diego, Ca — Cars Salesman
Timeline
Customer Service Representative
Progressive Auto Insurance
02.2024 - Current
Telephone Consultant II
Mission Federal Credit Union
08.2022 - 12.2024
Customer Service Representative
Allstate Insurance Co
05.2019 - 07.2022
Customer Sales Representative
T-Mobile
01.2017 - 05.2019
Retail Manager
Bootworld
10.2016 - 03.2017
Sales Representative
Allegiance Inc
11.2014 - 09.2016
Team Lead
Arbys
10.2011 - 11.2014
High School Diploma -
Lincoln High School
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