OHNYEMA CONYERS
Northfield,U.S
Summary
Hard-working professional with 22.5+ years of experience and a proven knowledge of conflict resolution, customer needs assessment, and customer communications.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Sr Specialist Resolution
Progressive Insurance
02.2024 - Current
- Technical calls from sales, service, and specialty consultants and specialists.
- Escalated calls from customers.
- Proof of Garaging Address (POGA) calls from consultants, specialists, and customers.
- All auto and special lines products.
- Services and sales calls based on business needs.
- Bilingual (Spanish) calls and escalation (if previously in Seguros)
Specialist Snapshot
Progressive Insurance
02.2023 - Current
- Developed strong client relationships through consistent communication and attentive service.
- Provides expert service and support to our Snapshot customers.
- Enhanced knowledge of our usage based insurance product.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
Customer Service Specialist
Progressive Insurance
04.2019 - 02.2023
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
Lead CSR
CVS Healthcare
08.2018 - 04.2019
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined communication between departments for improved efficiency and customer experience.
- Collaborated with team members to develop strategies for boosting customer retention rates.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Implemented feedback from customers to improve processes and enhance overall user experience.
- Maintained detailed records of customer interactions, documenting concerns and resolutions accurately.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Developed troubleshooting guides that reduced resolution time for common customer complaints.
Tier I Tech
Windstream Broadband
09.2016 - 08.2017
- Troubleshoot DSL Internet and Cable
- Assist with Email accounts.
Customer Service Representative
Catastrophe Management Services
10.2014 - 05.2016
- Receive calls from insured individuals during catastrophes
- Insure that call are routed to correct department and what customers insurance covers
- Data entry
- Document and gather loss information in order to process claims.
Customer Service Representative
Envision RX Options
02.2016 - 04.2016
- Pharmacy help desk for clients with Envision
- Problem solving and assisting Pharmacy's associated with Envision.
Resources Claims Representative
Concero
09.2015 - 01.2016
- Data entry
- Frequent calls 60 or more daily
- Received claims to ensure prompt routing to other areas
- Process medical payments
- Gathered and document loss information
- Worked in a collaborative team environment to handle a large volume of claims.
Postal Service Clerk/Carrier
Concero
03.2015 - 05.2015
- Assisted customers with merchandise and sale of postal products
- Provided exceptional customer service to post office patrons
- Sorted and delivered residential and business mail
- Process Post office box requests.
Adult Parole Authority WPS 2
08.1998 - 07.2011
- Prepared court documents and reports in a timely manner in order to meet deadlines
- Copied documents, faxed and scanned important documents
- Provided impeccable customer service
- Acted as a liaison between clients and staff
- Helped to maintain a positive work environment
- Ordered supplies
- Answered multi-line telephone.
Education
Completed coursework towards BA Health and Wellness -
ASHFORD UNIVERSITY
07.2020
Certification in Personal Training and Fitness -
U.S CAREER INSTITUTE
07.2014
Completed coursework towards Peace Officers Training Certificate -
CUYAHOGA COMMUNITY COLLEGE
01.2003
Skills
- Call Center
- Clients
- Customer Service
- Data Entry
- Databases
- DSL
- Help desk
- Insurance
- Office
- Multi-line telephone
- Problem solving
- Routing
- Troubleshoot
- Word processing
- Customer Relations
Timeline
Sr Specialist Resolution
Progressive Insurance
02.2024 - Current
Specialist Snapshot
Progressive Insurance
02.2023 - Current
Customer Service Specialist
Progressive Insurance
04.2019 - 02.2023
Lead CSR
CVS Healthcare
08.2018 - 04.2019
Tier I Tech
Windstream Broadband
09.2016 - 08.2017
Customer Service Representative
Envision RX Options
02.2016 - 04.2016
Resources Claims Representative
Concero
09.2015 - 01.2016
Postal Service Clerk/Carrier
Concero
03.2015 - 05.2015
Customer Service Representative
Catastrophe Management Services
10.2014 - 05.2016
Adult Parole Authority WPS 2
08.1998 - 07.2011
Certification in Personal Training and Fitness -
U.S CAREER INSTITUTE
Completed coursework towards Peace Officers Training Certificate -
CUYAHOGA COMMUNITY COLLEGE
Completed coursework towards BA Health and Wellness -
ASHFORD UNIVERSITY
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