MyKeesha James
Middletown,CT
Summary
Accountable Insurance Representative with excellent client management and insurance plan promotion. Highly effective juggler of multiple competing responsibilities simultaneously. Proven history of exceptional time management and customer service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Agent Insurance Representative
Travelers Insurance
10.2018 - Current
- Responded to customer calls swiftly to resolve issues and answer questions.
- Supported customers in insurance application completion while liaising between company and client.
- Acted as emotional support for customers experiencing catastrophic situations.
- Performed policy renewal and record retention.
- Tailored insurance plans to support client needs and establish sense of trust among community members.
- Attended seminars, meetings and educational programs to stay abreast of evolving needs of insurance industry and client base.
- Contacted underwriter and submitted appropriate forms to obtain binder coverage.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Obtained underwriting approval by completing application for coverage.
Travel Insurance Representative
Travel Insured International
04.2017 - 10.2020
- Responded to customer calls swiftly to resolve issues and answer questions.
- Supported customers in insurance application completion while liaising between company and client.
- Acted as emotional support for customers experiencing catastrophic situations.
- Performed policy renewal and record retention.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Finalized sales and collected necessary deposits.
Customer Service Advocate
Verizon Wireless
10.2008 - 03.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Orville H. Platt High School
Meriden, CT06.2000
Skills
- Contract Negotiations
- Salary Determination
- Event Promotion
- Lead Prospecting
- Relationship Building
- Problem-Solving Skills
- Problem-Solving
- Ensuring Customer Satisfaction
- Clear Communication
- Critical Thinking
- Organizational Skills
- Customer Complaint Resolution
- Travel Arrangements
- Polite Communication Skills
- Internet Savvy
- Customer Service Abilities
- Positive Attitude
- Technical Support
Accomplishments
- Documented and resolved 1000 escalations which led to my team being one of the top 5 teams in the nation.
- Achieved obtaining an average handle time of under 8 mins per call by completing policy upgrades and changes with accuracy and efficiency.
Certification
- Licensed Personal lines insurance agent -2017
Timeline
Agent Insurance Representative
Travelers Insurance
10.2018 - Current
Travel Insurance Representative
Travel Insured International
04.2017 - 10.2020
Customer Service Advocate
Verizon Wireless
10.2008 - 03.2017
High School Diploma -
Orville H. Platt High School