Margaret Cheek (Baye Lackey)
Commercial Account Manager
Nacogdoches,TX
Summary
Hardworking, Extremely Charismatic Account Manager gifted at quickly building strong client relationships and efficiently resolving customer issues. Engaging and personable with the ability to increase business opportunities through outstanding client presentations, effective communication skills and a dedication to customer service. Experience in delivering client-focused solutions and managing multiple projects simultaneously. Excellent critical thinking, problem-solving and communication skills. Personal and family background in mission, volunteer, and non-profit work.
Overview
10
10
years of professional experience
25
25
years of post-secondary education
1
1
Certification
Work History
Claims Manager
TCL Insurance
Nacogdoches, TX
08.2022 - Current
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Maintained suspicious claims database and prepared reports for supervisors.
- Collected and tracked evidence in support of legal processes.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
Non-Fleet Marketing Specialist
TCL Insurance
Nacogdoches, TX
08.2022 - Current
- Calculated correct costs for project-specific goods and services by gathering information from team members.
- Maintained privacy and confidentiality of all information for existing and prospective clients to protect personal and business interests.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked with customers to understand needs and provide excellent service.
- Worked with multiple underwriters to get the best pricing for every prospect.
Account Manager
TCL Insurance
Nacogdoches, TX
08.2018 - 08.2020
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built relationships with clients through active listening and communication talents to provide excellent service.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Handled concerns quickly and escalated major issues to supervisor.
- Directed 5 employees and preferred partners to facilitate sales and renewals of stop-loss products.
- Upsold additional products and services after identifying customer needs and requirements.
- Managed book of 287 customer accounts (400+ policies) valued around $ 3.8 Million.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used Microsoft Word and other software tools to create documents and other communications.
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
- Exceeded goals through effective task prioritization and great work ethic.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Stay at Home Wife and Mother
Lackey House
Nacogdoches, TX
10.2013 - 08.2018
- Responsible for single-handedly managing kitchen requiring 24 hour operations.
- Screened telephone calls and inquiries and directed them as appropriate.
- Coordinated overnight travel arrangements and accommodations.
- Conducted extensive online and phone research.
- Accountable for all staff development, budgeting and supply ordering.
- Attended business meetings and took meeting minutes.
- Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
- Organized work projects around client's house.
- Consistently recognized by management for providing superior customer service.
- Checked mail, shopped for groceries and handled bill payments.
- Maintained household inventory and maintenance schedules.
Assistant Store Manager
Maurices
Nacogdoches, TX
01.2013 - 09.2013
- Maintained friendly and professional customer interactions.
- Held each team member accountable for achieving brand and performance goals.
- Exceeded targeted sales goals every quarter.
- Helped customers select products that best fit their personal needs.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Communicated information to customers about product quality, value and style.
- Performed regular checks for loss prevention and security purposes.
- Opened and closed store, including counting cash, opening and closing cash registers and creating staff assignments.
- Created and supervised work schedule for 10 employees.
Restaurant Manager
Mr Wills
Nacogdoches, TX
10.2012 - 01.2013
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Assigned tasks and oversaw direction of 2 employees to ensure compliance with food safety procedures and quality control guidelines.
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
- Collaborated with Executive Chef to analyze and approve all food and beverage selections.
Waitress
Flashback Cafe
Nacogdoches, TX
02.2012 - 10.2012
- Stocked and maintained silverware, linen and condiments.
- Correctly calculated charges, issued bills and collected payments.
- Actively complied with all health department regulations and rectified issues immediately.
- Provided high quality service.
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
- Promptly served all food courses and alcoholic beverages to guests.
Customer Service Representative
Etech Global Services
Nacogdoches, TX
05.2011 - 02.2012
- Cross-trained and provided back-up for other customer service representatives when needed.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Performed in-depth research to answer more complex questions.
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
- Assisted customers with complaints.
Education
Bachelor of Arts - Public Communications
Stephen F Austin State University
Nacogdoches 05.2001 - Current
High School Diploma -
Heritage Christian Academy
Rockwall, TX 08.2005 - 05.2009
Skills
Quick learnerComputer proficientExcellent communicationMicrosoft OfficeClient-focused
Checking quotes
Systems and software programs
Upselling
Cold calling skills
Account development
Relationship building and management
Account oversight
Prioritizing workflows
Vendor management
Account servicing skills
Staff Management
Certification
Licensed Insurance Agent
Timeline
Claims Manager
TCL Insurance
08.2022 - Current
Non-Fleet Marketing Specialist
TCL Insurance
08.2022 - Current
Account Manager
TCL Insurance
08.2018 - 08.2020
Stay at Home Wife and Mother
Lackey House
10.2013 - 08.2018
Assistant Store Manager
Maurices
01.2013 - 09.2013
Restaurant Manager
Mr Wills
10.2012 - 01.2013
Waitress
Flashback Cafe
02.2012 - 10.2012
Customer Service Representative
Etech Global Services
05.2011 - 02.2012
High School Diploma -
Heritage Christian Academy
08.2005 - 05.2009
Bachelor of Arts - Public Communications
Stephen F Austin State University
05.2001 - Current