Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MERCEDES HEADEN

Henderson

Summary

Customer care professional prepared for senior-level responsibilities. Proven track record in resolving customer concerns and fostering positive interactions. Known for collaborative efforts and adaptability in dynamic environments. Key strengths include communication and problem-solving skills, valued by employers.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Customer Care Representative

Pet's Best Insurance
06.2024 - Current
  • Responds promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.
  • Builds rapport with policyholder, by using customer service skills to listen, understand and respond to requests and inquiries.
  • Works to retain policyholders who inquire about canceling, by making recommendations for policy changes or coverage enhancements.
  • Helps policyholders understand their policy coverage, claims processing and reimbursement process.
  • Demonstrates ability to work in a metric environment and meeting performance expectations.
  • Maintains understanding of federal and state regulations to include compliance.
  • Ability to utilize multiple technical systems effectively and efficiently.
  • Perform other duties and/or special projects as assigned

Licensed Customer Service Representative

Goosehead Insurance Agency
10.2021 - 01.2024
  • Provided a concierge/white-glove level service
  • Removed barriers, and ensured end to end resolution on all matters, such as servicing, billing, and maintenance of property and casualty insurance policies
  • Added complex additions and alternations of multimillion-dollar commercial insurance accounts and risk portfolios
  • Managed a 18% retention rate of accounts
  • Generated and delivered 40% cross-sell leads and upsells
  • Met monthly, quarterly, and annual company KPI and performance goals.
  • Handled difficult situations involving dissatisfied customers calmly and efficiently.
  • Conducted research to identify competitive rates and benefits offered by other providers.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Analyzed customer needs and provided best options, upselling products and services.

Flight Crew Travel Coordinator

TA Connections
11.2016 - 10.2021
  • Utilize online booking tool to process crew member travel that meet Collective Bargaining Agreement (CBA)
  • Managed hotel and transportation accommodations domestically and internationally for over 1,600 Atlas & Southern Air flight crew
  • Update travel details in multiple crew scheduling systems
  • Manage and maintain relationships between the hotel and transportation vendors by negotiating price and quality accommodations
  • Assist in training new hires
  • Secure and manage block-inventory of hotel rooms

Lead Reservation Specialist

KLS Transportation Services
04.2016 - 09.2016
  • Responds to requests and problems concerning travel and accommodation Issues.
  • Monitored every reservation in a queue for accuracy while maintaining client profiles to ensure special request
  • Built and sustained productivity targets to complete client satisfaction
  • Maintained prompt and accurate response to telephone and email communications accurately and appropriately
  • Answer inbound calls ranging from 75+ calls a day through a multiline phone system.
  • Responded promptly to customer inquiries via phone and email in a professional manner.
  • Performed data entry into reservation system and updated customer information as needed.
  • Recommended upgrades or additional services based on customer preferences.

Lead Reservations Agent

Diva Limousine
08.2014 - 11.2015
  • Booking new reservations, answering inquiries, questions & complaints of client to keep maintaining clients and ensuring customer service satisfaction remains high
  • Answer inquiries regarding information such as schedules, services, procedures, and policies
  • Accomplish organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Answer inbound calls ranging from 75+ calls a day through a multiline phone system.

Education

Bachelor of Arts - Theater Arts

California State University - Los Angeles
Los Angeles, CA

A.A. - General Education

Southwest College Los Angeles

Skills

  • Personable & Friendly

  • Account Management

  • Relationship building

  • First call resolution

  • Travel Management

  • Adaptable

  • Great Attention to Detail

  • Resourcefulness

  • Strong leadership

  • Microsoft Office Suite

  • 60 WPM

  • Cross-Selling and Upselling

  • Documentation And Reporting

  • CRM software expertise

Certification

Property and Casualty License for the State of Nevada

Timeline

Senior Customer Care Representative

Pet's Best Insurance
06.2024 - Current

Licensed Customer Service Representative

Goosehead Insurance Agency
10.2021 - 01.2024

Flight Crew Travel Coordinator

TA Connections
11.2016 - 10.2021

Lead Reservation Specialist

KLS Transportation Services
04.2016 - 09.2016

Lead Reservations Agent

Diva Limousine
08.2014 - 11.2015

A.A. - General Education

Southwest College Los Angeles

Bachelor of Arts - Theater Arts

California State University - Los Angeles

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