Natalie Nelson
desoto
Summary
Dynamic professional with a proven track record at Peak Support Staff, excelling in customer service and policy analysis. Skilled in navigating high-stress situations and boosting revenue through strategic cross-selling. Demonstrates resilience under pressure and exceptional negotiation abilities, leading to enhanced client satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Unlicensed Insurance Rep
Peak Support Staff
03.2024 - 01.2025
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Performed policy renewal and record retention.
- Inspected insured [Type] personal property to determine insurance risk, balancing client need against company parameters.
- Implemented strategies to optimize cross-selling opportunities among existing customers, driving revenue growth.
- Responded to customer calls swiftly to resolve issues and answer questions.
Collections Representative
Qc Holdings
10.2021 - 03.2024
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Handled [Number] outbound and inbound calls daily with goal of collecting owed debt.
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
Customer Service Representative
Centrinix
10.2019 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
Job Corps
Kansas City, MO10-2004
Skills
- Quotes and sales
- Customer follow-up
- Client needs analysis
- Goal-oriented mindset
- Data entry
- Resilience under pressure
- Auto insurance
- Policy renewals
- Policy analysis
- Presentation skills
- Negotiation
- Account management
- Customer service
- Cold calling
Timeline
Unlicensed Insurance Rep
Peak Support Staff
03.2024 - 01.2025
Collections Representative
Qc Holdings
10.2021 - 03.2024
Customer Service Representative
Centrinix
10.2019 - 10.2021
High School Diploma -
Job Corps
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