NaTasha Strong-Evans
Philadelphia,PA
Summary
Results-driven insurance, banking, and customer service professional with extensive experience in sales, client relations, and operational support across financial services and insurance sectors. Recognized for exceeding performance metrics, improving customer satisfaction, and driving retention and revenue growth. Skilled in managing cash transactions, policy administration, and resolving escalated issues with accuracy and compliance. Adept at building customer relationships, mentoring teams, and leveraging technology to streamline processes. Seeking to contribute expertise in customer engagement, operations, and financial services within a dynamic organization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Teller
Citizens Bank
Philadelphia, PA
01.2025 - Current
- Process customer transactions including deposits, withdrawals, payments, and transfers with 100% accuracy.
- Provide personalized financial solutions by identifying cross-sell opportunities for banking products and services.
- Maintain compliance with bank policies and federal regulations to ensure security and accuracy.
- Handle high-volume daily cash flow, balancing drawers consistently with zero discrepancies.
- Deliver exceptional customer service, achieving a 94%+ satisfaction score based on client feedback.
- Assist with account openings, fraud prevention, and problem resolution to enhance customer trust and retention.
Licensed Agent / Customer Service Representative
Acceptance Insurance
Valdosta, GA
07.2024 - 09.2024
- Managed a portfolio of 300+ clients, achieving a 95% customer satisfaction rate through personalized support.
- Increased policy renewals by 20% with effective engagement and follow-up strategies.
- Processed 50+ new policy applications weekly, maintaining 98% accuracy.
- Conducted policy reviews that drove a 15% increase in upsell opportunities.
- Partnered with underwriters to cut approval turnaround times by 25%.
- Mentored new agents, boosting team performance metrics by 30%.
- Launched a customer feedback system, improving service delivery by 10%.
- Introduced digital tools that reduced customer response times by 40%.
Insurance Agent – B2B
Liberty National
Valdosta, GA
05.2023 - 07.2024
- Sold insurance products to business clients, consistently exceeding monthly sales targets by 25%.
- Conducted needs assessments and provided tailored insurance solutions, driving a 30% increase in cross-selling opportunities.
- Maintained high client satisfaction and engagement, leading to 90% retention.
- Used Salesforce software to enhance follow-up efficiency by 35%.
- Resolved client inquiries within 24 hours post-sale, improving satisfaction.
- Collaborated on sales strategies, raising team performance by 20%.
Senior Centralized Support Representative
Progressive Insurance
Highland Heights, Remote
06.2019 - 04.2023
- Supported 15+ representatives with escalated issues, improving internal customer satisfaction by 20%.
- Resolved complex inquiries and claims with a 95% first-contact resolution rate.
- Monitored KPIs, and implemented initiatives that boosted productivity by 25%.
- Conducted QA audits to ensure compliance and elevate service quality by 15%.
- Partnered with cross-functional teams to streamline workflows, reducing handling time by 20%.
- Analyzed feedback and call data to lower repeat calls by 10%.
- Led engagement initiatives that improved team morale by 15%.
Education
High School Diploma -
Thomas W. Harvey High School
Painesville, OHSkills
- Customer Service & Client Relations
- Banking Operations & Cash Handling
- Insurance Sales & Policy Management
- Business-to-Business (B2B) Sales
- Cross-Selling & Upselling Strategies
- Claims & Escalations Resolution
- CRM Systems & POS Systems
- Data Entry & Documentation Accuracy
- Team Leadership & Training
- Regulatory Compliance (Banking & Insurance)
- Performance Metrics & Quality Assurance
- Process Improvement & Workflow Optimization
- Conflict Resolution & Problem-Solving
- Salesforce CRM
- POS systems
Certification
- Licensed in Life, Accident & Supplemental Health Insurance – Georgia & Florida
- Personal Lines Insurance License – Georgia
Work Type
Part TimeWork Location
RemoteOn-SiteHybridTimeline
Teller
Citizens Bank
01.2025 - Current
Licensed Agent / Customer Service Representative
Acceptance Insurance
07.2024 - 09.2024
Insurance Agent – B2B
Liberty National
05.2023 - 07.2024
Senior Centralized Support Representative
Progressive Insurance
06.2019 - 04.2023
High School Diploma -
Thomas W. Harvey High School
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