Nytiva Jolly
Macon,GA
Summary
Experienced Customer Service Representative with a proven track record of improving customer satisfaction and loyalty at The Hartford and Geico. Utilized strong problem-solving skills and computer system proficiency to streamline processes and enhance service delivery.
Skilled in conflict resolution and maintaining positive customer relations, resulting in increased team productivity and high client satisfaction rates
Overview
8
8
years of professional experience
Work History
Customer Service Representative
GEICO, Government Employees Insurance
Macon
08.2024 - Current
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Licensed Property and Casualty
Customer Service Representative
The Hartford
Hartford, Connecticut
11.2022 - 07.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative /Insurance Claims Specialist
GEICO
Macon, GA
05.2017 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Examined claims forms and other records to determine insurance coverage.
- Documented all investigations and presented reports to management.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Answered customer questions regarding deductibles.
Education
High School Diploma -
Howard High School
Macon, GA05-2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Payment Processing
- Customer satisfaction measurement
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
08.2024 - Current
Customer Service Representative
The Hartford
11.2022 - 07.2024
Customer Service Representative /Insurance Claims Specialist
GEICO
05.2017 - 06.2022
High School Diploma -
Howard High School