Macayla Hopkins
Dallas
Summary
Customer-focused sales and technical support professional with experience in high-volume inbound environments. Proven ability to build rapport quickly, identify customer needs, and recommend solutions that drive sales and satisfaction. Skilled in chat and phone support, troubleshooting technical issues, and upselling services while delivering exceptional customer experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Licensed Inside Sales Representative
Allstate
11.2025 - Current
- Upsell additional products and services after identifying customer needs and requirements.
- Provide coverage option information to assist clients in protecting assets.
- Recommend type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Technical Chat Advisor
Kelly Connect/Apple
02.2024 - 04.2025
- Identify customer issues and providing clear, step-by-step solutions. This may involve guiding customers through troubleshooting steps or recommending repairs or replacements if necessary.
- Assist ~80 customers daily with product inquiries, technical issues, and troubleshooting for Apple devices and services, including hardware, software and account-related issues via chat support.
- Maintain strong understanding of Apple products, software, and services to provide accurate, up-to-date information to customers.
Producer
Hawkins Stovall Agency
02.2023 - 09.2023
- Follow up with 6-10 clients per day regarding billing, premiums, changes, and reviews. Review 5-10 files per day to submit accurate claims. Work cross functionally with multiple departments to ensure best rate of premium for clients.
- Identified potential clients, generating leads, and selling various types of insurance, including auto, home and business insurance.
- Ensured that sales practices and policies are compliant with regulations and industry standards.
Licensed Insurance Agent
Fred Loya Insurance
10.2021 - 02.2023
- Provide 20-30 clients with policy recommendations based on their needs and financial situations.
- Assist clients with policy changes, renewals, and claim inquiries.
- Process applications, payments, and policy renewals accurately and efficiently.
- Adhere local, state, and federal regulations regarding insurance sales and practices.
- Calculated quotes and educated potential clients on insurance options.
Cashier
PLS Financial Services
02.2019 - 06.2019
- Delivered exceptional customer service by assisting clients with financial transactions, including check cashing, bill payments, and money transfers, ensuring accuracy and efficiency.
- Handled large cash transactions daily, maintained balanced cash drawers, and adhered to company policies for fraud prevention and compliance.
Education
Diploma - Education
Yvonne A. Ewell Townview Magnet
Dallas, TX05-2016
Skills
Inbound Sales
Upselling & Cross-Selling
Live Chat & Virtual Support
Customer-Focused
Technical Troubleshooting
Workplace Organization
Customer Retention
Objection Handling
Account Management
Problem Solving
Certification
- Property & Casualty License
Timeline
Licensed Inside Sales Representative
Allstate
11.2025 - Current
Technical Chat Advisor
Kelly Connect/Apple
02.2024 - 04.2025
Producer
Hawkins Stovall Agency
02.2023 - 09.2023
Licensed Insurance Agent
Fred Loya Insurance
10.2021 - 02.2023
Cashier
PLS Financial Services
02.2019 - 06.2019
Diploma - Education
Yvonne A. Ewell Townview Magnet