Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LTanya 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
Remote
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
San Diego, CA
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
Remote
05.2019 - 07.2022
  • Audited and corrected billing and posting documents for accuracy.
  • 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
San Diego, CA
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.

Retail Manager

Bootworld
10.2016 - 03.2017
  • Communicated all store initiatives and promotions to customers to generate return business.
  • 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.
  • 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.

Team Lead

Arbys
San Diego, CA
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.

Education

High School Diploma -

Lincoln High School
San Diego, CA
2014

Skills

  • Call Center Expert
  • 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
  • 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

Similar Profiles

CREATE PROFILE
LTanya Welch