Natasha Pendergrass
Franklin,NC
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Consultant
Progressive Insurance
09.2021 - 01.2024
- I worked remote and would take high volume auto policies/ special lines calls and exhibit great phone etiquette. With Special Line calls, I worked closely and maintained policies such as boats, rvs, travel trailers, atvs, and motorcycles.
- I helped to identify the customer's needs, suggest products and services.
- I am highly skilled in performing office duties, receiving payments, refunding checks, data-entry, faxing, mailing, e-mailing information, de-escalating customer complaints, making changes to policies such as: changing/deleting vehicles on policies, adding/removing drivers on policies, cancelling policies and reinstating them, educating customers on what coverage would be needed, and what is required by the state and ensured adequate coverage was selected. I also did a lot of customer retention and dealt with difficult calls and scenarios everyday.
- I offered treatments such as Renters, Homeowners, signing up customers for Auto-Pay, and we had to meet a specific goal each week for a monthly report.
- I worked closely with the customers, lien holders, dealerships, and state governments like the police departments, state troopers, and banks to verify coverage, send proof of coverage, acknowledge the coverage, or to correct information on the policy’s.
- I also transferred calls to the right departments and have helped customers with fraud situations, roadside assistance and verifying the coverage to our roadside assistance department, working with domestic violence customers, helping customers with claims questions and reaching out to claims managers/adjusters, and Lexis Nexis.
- I worked with making sure we had the right health documents like Personal Injury Protection forms and Qualified Health Care forms and helped them to fill out the forms of what healthcare they had that is required in certain states such as Michigan.
- I am proficient in auto dialing systems such as predictive dialers, automated attendant systems, and staying in certain aux modes for a certain time.
- I efficiently used guidelines and policy information to deliver accurate information for the customer for the state they're calling from.
- I helped resolve any problems by selecting the appropriate action to expedite the immediate resolution while delivering optimal customer experience.
Store Manager
Cricket Wireless
08.2018 - 09.2021
- My duties were: I sold, activated, and fixed phones for customers, did account maintenance for financial services such as, educating customers on past due balances, due dates, and late fees, taking payments, transferring customers numbers from their current company to us. I worked closely with Verizon, T-Mobile, and Straight Talk on a daily basis. We had to meet a daily/monthly/annual quota and had the ability to get reports to see what needed to be worked on, how we did for that time period and using those reports to strive to do better. I made the schedules of my employees, took care of daily deposits, paperwork, hiring and training employees, taking account of daily phone and accessory inventory.
- I helped to identify the customer's needs, suggest products and services.
- I also did observations on my employees and how they interacted with customers, did customer/employee role plays for better results, worked with timecards, price changes, marketing/promo changes, resetting the stores layout and windows when there was a new promotion.
- Me and my employees would market to any nearby businesses when we could by leaving flyers, setting up tables and meeting potential clients, we also would market on social media by promoting our business, new phone sales or price changes.
- I also traveled to different places like to Atlanta, Clayton, and Charlotte, to help with more training, grand openings, or to hear about new promotions or phones coming out.
Licensed P&C Agent
Accountable Insurance Agency
11.2013 - 05.2017
- My duties included selling/servicing/and cancelling car, homeowners, commercial, antique car policies, and special lines insurance.
- I also did customer service, setting appointments for clients, filing receipts and all paperwork on clients, working with Excel spreadsheets, data-entry, calling out to customers, using QuickBooks for Accounting purposes, daily deposits to the bank, making payments inside the office and over the phone, reaching out to the customers by calling them and taking their past due payments on their policies or it would go to collections wit most companies, working with mortgage companies to verify client's insurance and their mortgagee clauses.
- I helped customers by adding/removing vehicles to their policies, adding/removing drivers, educating customers on the right coverage they needed, and worked with helping customers filing claims.
- We also used a rating system to find the customer the best insurance that was fit for them so that helped customer retention. The rating system we used, worked with over twenty-five different insurance companies and I had to abide by their guidelines, and I also took training classes for each company I worked with when something new came out or updates were made, and I stayed up to date on all my training for my Property and Casualty License.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Education
Certificate - Business Management
Dalton State College
Dalton, GAAssociates in Computer Science - Computer Programming
Dalton State College
Dalton, GA05.2018
High School Diploma -
Southeast High School
Dalton05.2005
Skills
- Great communication skills
- Working with a team
- Highly proficient to attention to detail
- Problem-solving and finding a resolution
- Being able to adapt to my surroundings and changes very quickly
- Self-motivating
- Great leadership
- Great computer skills
Certification
Property & Casualty License - Sept 2012 to August 2018
Timeline
Insurance Consultant
Progressive Insurance
09.2021 - 01.2024
Store Manager
Cricket Wireless
08.2018 - 09.2021
Licensed P&C Agent
Accountable Insurance Agency
11.2013 - 05.2017
Certificate - Business Management
Dalton State College
Associates in Computer Science - Computer Programming
Dalton State College
High School Diploma -
Southeast High School