Nakesha S. Harvey
Goldsboro,N.C.
Summary
To obtain an entry level position that will facilitate and magnify personal growth and career development. Knowledgeable and dedicated customer service professional with extensive experience in personal lines insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Sentry Insurance
07.2013 - Current
- Customer support
- Assist with explaining our available product lines
- Assist customers with policy changes
- Provide agency support for our independent agents
- Answer questions regarding coverage and billing on policies
- Assist with servicing policies
- Assist with internal correspondence emails
- Provide support for Agency Marketing Sales team
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Care Specialist
Xerox Business Services
03.2012 - 03.2013
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Directed customers to appropriate departments for additional support.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Responded to customer inquiries via phone, email and web-based platforms.
- Assessed and offered solutions to improve procedures and customer experiences.
Claims technician
Sentry Insurance
03.2007 - 10.2010
- Customer service
- Process insurance claims
- Verify insurance coverage
- Work with claims representatives on insurance claims
- Entered detailed pertinent claim information in Solar system
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Sales manager
Abundant Life Fine Men’s Clothing
02.2004 - 08.2009
- Assisted customers with purchases
- Placed orders with companies for store merchandise
- Trained new employees
- Register operator
- Set up store display
- Minor office assistant work and file documents
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Established and cultivated solid business relationships with new or existing customers.
- Managed accounts to retain existing relationships and grow share of business.
Teller
Friendly Check Cashing
03.2004 - 05.2005
- Friendly Check Cashing
- Performed services for customers such as Western Union and check cashing
- Completed all customers request
- Balanced drawer
- Accepted bill payments
- Balanced vault
- Handled large amounts of money
- Validated checks
- Made bank deposits
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
Education
Bachelor of Arts - Human Services Management
University of Phoenix
Phoenix, AZ9.2012
Associates of Arts - Human Services Management
University of Phoenix
07.2009
Skills
- Customer service skills
- Communication and human relation skills
- Telephone etiquette
- Basic keyboard experience
- Dependable
- Organizational skills
- Quick learner
- Strong time management skills
- Interpersonal skills
- Intermediate in Microsoft Office: Excel, Word, Power Point
- Proficient in Computers: PC Windows, Cash Registers
- Data Evaluation
- Effective Written and Verbal Communication
- Customer Service
- Senior Leadership Support
- Call Centers
- Customer Relationship Management
- Valid Driver's License
- Good Communication Skills
- Customer Relations
- Customer Service and Assistance
- Understanding Customer Needs
- Agent Assistance
- Customer Data Confidentiality
Certification
Phlebotomy, Certificate 5/2007
Timeline
Customer Service Specialist
Sentry Insurance
07.2013 - Current
Customer Care Specialist
Xerox Business Services
03.2012 - 03.2013
Claims technician
Sentry Insurance
03.2007 - 10.2010
Teller
Friendly Check Cashing
03.2004 - 05.2005
Sales manager
Abundant Life Fine Men’s Clothing
02.2004 - 08.2009
Bachelor of Arts - Human Services Management
University of Phoenix
Associates of Arts - Human Services Management
University of Phoenix
Similar Profiles
Luz Maria SoriaLuz Maria Soria
Claims Representative Associate at Sentry InsuranceClaims Representative Associate at Sentry Insurance
Ryan DaceyRyan Dacey
Underwriter - Commerical Lines at Sentry InsuranceUnderwriter - Commerical Lines at Sentry Insurance
Kevin GarrettKevin Garrett
Security Operations Center Tier 1 Analyst at Sentry InsuranceSecurity Operations Center Tier 1 Analyst at Sentry Insurance
Miguel GomezMiguel Gomez
Customer Service Representative at Sentry InsuranceCustomer Service Representative at Sentry Insurance
Peter LongPeter Long
Tutor at Wayne Community CollegeTutor at Wayne Community College