Passion Dunson
Lakeland,FL
Summary
Experienced Customer Service Supervisor bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Geico
3535 W Pipkin Rd Lakeland Fl 33815
08.2015 - Current
- Coached employees through day-to-day work and complex problems.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Collected premiums on or before effective date of coverage.
- Finalized sales and collected necessary deposits.
Food Server
McDonald's Restaurant
Lakeland Fl
08.2011 - 08.2015
- Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
- Restocked supplies during downtime to continue meeting customer demand for products and services.
- Practiced good time management to deliver customers' prepared orders quickly and accurately.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Cultivated warm relationships with regular customers.
- Communicated with kitchen staff clearly and accurately to deliver meals within desired timeframes.
- Addressed customer complaints quickly and professionally to avoid negative reviews and loss of business.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Pitched in with cleaning and closing tasks to keep restaurants running smoothly.
Education
GED -
Kathleen High School
Lakeland, FL07.2015
Skills
- Client Needs Analysis
- Market Services
- Oral and Writing Communication
- Premium Calculations
- Call Center Customer Service
- Billing Procedures
- Sell Policies
- Insurance Coverage Review
- Upselling
- Deposit Collection
- Policy Writing
Accomplishments
- Supervised team of 10 staff members.
- Made company chairman club first full year with company.
- Top sales agent 6 times
- Had a #1 team 3times
- Customer Relations - Earned some of the highest marks for customer satisfaction
Certification
- Licensed Insurance Agent 20-44 Personal Lines - 3 years
- Licensed Insurance Agent 4-40 Personal Lines - 5 years
Timeline
Customer Service Supervisor
Geico
08.2015 - Current
Food Server
McDonald's Restaurant
08.2011 - 08.2015
GED -
Kathleen High School