Porsha Houston
Cleveland,OH
Summary
Dynamic customer service professional with a proven track record at NYLIFE, excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction through active listening and effective communication. Proficient in data entry and Microsoft Excel, consistently exceeding performance targets while fostering a collaborative team environment.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
FirstEnergy
01.2025 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Processed service requests using customer relationship management software.
- Educated customers on account management tools and billing procedures.
- Documented customer interactions to enhance future service experiences.
- Collaborated with team members to improve response times and service quality.
- Maintained knowledge of company policies and procedures for accurate support.
- Adapted quickly to new systems and processes to meet evolving customer needs.
- Provided feedback on common customer concerns to improve service delivery methods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Data Entry Clerk
Prosperity Life Insurance Group
01.2023 - 09.2024
- Entered and maintained accurate data in internal databases and CRM systems.
- Processed insurance applications and documentation with a focus on detail.
- Assisted in generating reports to track policy updates and client interactions.
- Coordinated communication between departments to streamline data flow.
- Conducted routine audits of data entries to ensure compliance with company standards.
- Trained new team members on data entry procedures and best practices.
- Collaborated with management to develop strategies for enhancing operational efficiency.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Created and maintained data entry logs to track data entry activities.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.
- Reduced turnaround time for projects by consistently meeting or exceeding deadlines while maintaining high-quality work output.
- Improved data accuracy by meticulously reviewing and updating customer information.
Senior Customer Service Representative
NYLIFE
01.2019 - 08.2022
- Resolved customer inquiries, enhancing satisfaction through effective communication and problem-solving skills.
- Trained new customer service representatives, fostering a collaborative environment and promoting best practices.
- Implemented process improvements that streamlined operations and reduced response times for customer queries.
- Led initiatives to enhance service delivery, ensuring alignment with company policies and customer expectations.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Regional Training Manager
Young America Insurance
11.2017 - 01.2019
- Developed and implemented training programs to enhance employee performance and engagement.
- Facilitated workshops and training sessions, fostering a collaborative learning environment.
- Assessed training needs through surveys and feedback to refine program content.
- Collaborated with regional leaders to align training initiatives with organizational goals.
- Mentored new trainers, promoting consistent delivery of training standards across regions.
- Evaluated training effectiveness using participant feedback and performance metrics for continuous improvement.
- Managed schedule and logistics for training sessions, ensuring optimal resource allocation.
- Empowered employees to take charge of their career trajectories through personalized growth plans developed in partnership with their supervisors.
- Facilitated open communication between management and employees during team-building exercises, fostering increased collaboration across departments.
- Ensured compliance with industry standards and regulations by incorporating relevant content into all training modules.
- Evaluated the effectiveness of existing training methods, making necessary adjustments to optimize results.
- Championed diversity and inclusion in the workplace by incorporating these principles into all aspects of staff development.
- Developed strong relationships with external vendors to secure cost-effective and high-quality instructional materials.
- Increased overall workplace efficiency through the implementation of effective training strategies.
- Managed new employee orientation training process for more than 50 employees each year.
- Educated clients on policy options, coverage limits, and claims processes.
- Developed customized insurance plans tailored to client needs and risk profiles.
- Managed client relationships, ensuring exceptional service and satisfaction levels.
- Streamlined claims processing procedures to enhance efficiency and reduce turnaround time.
- Mentored junior agents on compliance regulations, underwriting guidelines, and sales techniques.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Generated new business opportunities via targeted marketing campaigns, resulting in increased lead generation and conversion rates.
- Retained existing clientele by regularly reviewing their policies and recommending adjustments as needed to maintain optimal coverage.
- Promoted products and services using upselling and other sales strategies.
- Achieved high client retention rates by consistently delivering exceptional service and support throughout the policy lifecycle.
Education
High School Diploma -
Strongsville High School
Strongsville, OH06-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
Timeline
Customer Service Representative
FirstEnergy
01.2025 - Current
Data Entry Clerk
Prosperity Life Insurance Group
01.2023 - 09.2024
Senior Customer Service Representative
NYLIFE
01.2019 - 08.2022
Regional Training Manager
Young America Insurance
11.2017 - 01.2019
High School Diploma -
Strongsville High School