MaLaysha Rice
Summary
Dynamic and results-driven professional with a proven track record in CRM service and sales at Progressive Insurance. Excelled in creative problem-solving and maintaining composure under pressure, achieving high customer satisfaction. Skilled in CRM software and adept at multitasking, consistently meeting performance goals. Demonstrates exceptional verbal and written communication, enhancing client relations and sales outcomes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CRM Service & Sales Consultant
Progressive Insurance
02.2023 - 08.2024
- Analyzed customer needs and provided best options, upselling products and services
- Explained coverage options to potential policyholders, answering questions or concerns
- Process and create manual forms to upload in the database and send to customers
- Handled modification and updating of policies
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Provide quotes and write for Auto, Motorcycle, Boats, RV's, Motor Home, ATV and Travel Trailer policies
- Documented existing process flows and identified gaps in the current system
- Performed data entry from paper documents, emails, and other sources into computer systems
- Followed up on pending tasks until completion
- Prepared quotes and proposals based on clients' requirements and needs
- Proficient in analyzing customer needs, offering solutions, and closing sales
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Service Chat/Phone Advisor
ADT Security
10.2021 - 11.2022
- Retrieved customer information and provided accurate and detailed responses to inquiries
- Assisted customers via chat and phone with questions, concerns, and technical issues
- Handled customer complaints and provided appropriate solutions
- Resolved billing and payment issues
- Updated customer accounts and maintained accurate records
- Collaborated with team members to improve customer service processes
- Met or exceeded performance targets and goals.
Mentor
Kelly Services
09.2020 - 09.2021
- Provided guidance and support to new employees
- Assisted in training and onboarding processes
- Answered questions and addressed concerns
- Shared knowledge and expertise
- Offered feedback and constructive criticism
- Helped prepare advisors for production.
T1 Mac + Chat Advisor
Kelly Services
08.2018 - 09.2021
- Interacted with customers in response to Apple inquiries, concerns, and requests about products and services
- Researched using available resources
- Handled multiple chats simultaneously
- Diagnosed and resolved technical issues
- Retained T1 IOS knowledge and assisted with IOS directed chats as well as Mac chats.
Education
Associate of Arts in Art & Design -
East Mississippi Community College
05.2015
Skills
- Live chat support
- Creative Problem Solving
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- De-escalation Techniques
- Responding to Difficult Customers
- Can type more than 65 WPM
- CRM Software
- Order and Refund Processing
- Sales background
- Verbal and Written Communication
- Inbound and Outbound Calling
- Patient and Empathetic
- Insurance sales
- Call Documentation
- Data Entry
- KMS database
- Performance Goals
Certification
Property & Casualty License, 2024
Timeline
CRM Service & Sales Consultant
Progressive Insurance
02.2023 - 08.2024
Customer Service Chat/Phone Advisor
ADT Security
10.2021 - 11.2022
Mentor
Kelly Services
09.2020 - 09.2021
T1 Mac + Chat Advisor
Kelly Services
08.2018 - 09.2021
Associate of Arts in Art & Design -
East Mississippi Community College
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