NyI’shia Fitzgerald
Successful customer representative with more than 100 telesales
Houston,TX
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
7
7
years of professional experience
Work History
Licensed Insurance Agent
Bloom Insurance Agency
Bloomington, ID
04.2023 - 01.2024
- Initiated contact with potential clients through cold calling and networking activities.
- Researched insurance plans to find good options for clients' needs.
- Offered policy guidance and management to promote asset protection.
- Greatly improved office operations by reducing backtracking of work through creation of material movement process.
- Ensured compliance with all federal, state, local laws and regulations regarding insurance practices.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Developed appropriate quotes based on risk information.
- Developed fact-finding interviews to determine need for coverage.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Facilitated continuing service by processing changes in beneficiaries and analyzing policy loan applications.
- Participated in industry events such as conventions, seminars, workshops.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Leveraged industry trends to shape solutions and approaches.
- Sought out new clients and developed clientele by networking to find new customers.
- Interviewed prospective clients to obtain data about financial resources and needs.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Prepared proposals and conducted closing interviews to increase insurance sales.
- Responded to customer inquiries and problems to promote great service.
- Prepared detailed reports analyzing the effectiveness of marketing campaigns.
- Developed and implemented sales strategies to increase market share of insurance products.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Exceeded company sales goals for new policies.
- Responded promptly to customer inquiries via phone calls or emails in a professional manner.
- Prepared proposals and conducted closing interviews to sell insurance products.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Researched complex underwriting issues and provided solutions for customers' satisfaction.
- Performed routine follow-up calls to assess customer satisfaction with products and services.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Improved data collection accuracy by structuring systems for desktop spreadsheets.
- Upsold products to policyholders and potential new clients.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
- Assisted in the development of training materials for new agents entering the field.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Collaborated with internal teams such as Underwriters and Claims Adjusters to ensure accuracy.
Customer Service Representative
Conns Home Plus Warehouse
Houston, TX
02.2022 - 05.2023
- Improved customer service wait times to mitigate complaints.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Oversaw warranty counseling process to manage expense controls.
- Promoted available products and services to customers during service, account management and order calls.
- Set up and activated customer accounts.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Prevented key account losses by researching discrepancies and correcting problems.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Updated databases with new and modified customer data.
- Made outbound calls to obtain account information.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong relationships with customers by providing personalized assistance and support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered customer inquiries and provided accurate information regarding products and services.
Cashier
Walmart
Houston, TX
02.2017 - 05.2020
- Processed customer payments quickly and returned exact change and receipts.
- Processed refunds for worn, damaged and broken merchandise.
- Used suggestive selling techniques to promote add-on sales.
- Stocked shelves with merchandise when needed.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Collected payments and provided accurate change.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Greeted customers promptly and responded to questions.
- Issued receipts, refunds, credits or change due to customers.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Greeted customers and answered any questions they had about the store's products and services.
- Adhered to social distancing protocols and wore mask or face shield.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Maintained work area and kept cash drawer organized.
Education
High School Diploma -
Nimitz High School
Houston, TX05-2017
Skills
- New Agent Training
- Email Marketing
- Team Training and Development
- Insurance Sales Strategy
- Customer Service
- Deductible Expense Identification
- Client Service
- CRM Software
- Account Management
- Marketing Strategies
- Sales
- Leader
- Leadership
- Motivation
- Cash Handling
- Sales and Marketing
- Call Center Operations
- Computer Skills
- Technical Support
- HIPAA Education
- Adaptability and Dependability
- Technical Writing
- Report Writing
- Technical Analysis
- Database Management
- Attention to Detail
- Schedule Management
- Scope Management
- Business Analysis
- Data Analysis
Timeline
Licensed Insurance Agent
Bloom Insurance Agency
04.2023 - 01.2024
Customer Service Representative
Conns Home Plus Warehouse
02.2022 - 05.2023
Cashier
Walmart
02.2017 - 05.2020
High School Diploma -
Nimitz High School
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