Malika McKenney
Ruther Glen,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Underwriter Specialist
GEICO
05.2015 - 10.2022
- Liaised between customers and various partners to resolve issues and satisfy inquiries and requests
- Answered incoming calls and emails, providing frontline customer support or assistance with homeowners product and service transactions
- Analytically resolved customer inquiries and increased customer retention by implementing effective long term solutions
- Evaluate contracts for customers to review and accept or deny new and renewal business and review to confirm policy is within underwriting guidelines.
Retention Specialist
GEICO
07.2013 - 05.2015
- Suggested suitable options for unavailable products and services to retain customers
- Educated customers on special pricing opportunities and company offerings
- Gathered and analyzed information to determine risk acceptability
Help Desk Technician
GEICO
09.2010 - 05.2015
- Assisted internal team members with various types of technical issues via email and telephone
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Customer Service Representative
GEICO
07.2006 - 09.2010
- Informed customers about billing and service procedures, processed payments and changes to the homeowners
- Policies
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- ACCOMPLISHMENTS
- Maintained a 97% quality rating over a 36 month period as an underwriter
- Hit and exceeded department metrics by 15% for 6 months in a row.
Education
High School Diploma -
Massaponax High School
Fredericksburg, VASkills
- Knowledgeable in
- DocuSign and Microsoft Word
- Client Relationship Building
- Analytical and Critical Thinking
- Customer Support Needs Assessment
- Cancellation Policies
- Underwriting Understanding
Affiliations
Customer Service Representative with over 16 years of experience in telephone customer service including,
sales, underwriting, retention and customer care. Excellent conflict mediator and efficient multitasker.
Aiming to use my proven skills in effectively fill the role in your company
Timeline
Underwriter Specialist
GEICO
05.2015 - 10.2022
Retention Specialist
GEICO
07.2013 - 05.2015
Help Desk Technician
GEICO
09.2010 - 05.2015
Customer Service Representative
GEICO
07.2006 - 09.2010
High School Diploma -
Massaponax High School
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