PORTIA KEEL
Lubbock,TX
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
11
11
years of professional experience
Work History
Fraud Prevention Representative
EBay Inc
09.2023 - Current
- Increased efficiency of case resolution times through prioritizing high-risk cases and effectively allocating resources.
- Reviewed and analyzed daily reports on suspicious activity, utilizing critical thinking skills to identify patterns and prioritize investigations accordingly.
- Streamlined the fraud investigation process by creating detailed protocols and documentation requirements for all team members to follow consistently.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
Insurance Agent
Progressive
11.2019 - 08.2024
- Establish a collaborative relationship with prospective clients from various sources such as networking, cold calling and referrals
- Distribute policy proceeds after a claim is submitted and approved
- Recommend risk management strategies that fit clients’ personal risk profiles
- Complete administrative tasks including maintaining records and handling policy renewals
Clean Sheet/Transformation Assistant
Terminix
Tampa, FL
08.2018 - 11.2019
- Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, customer representatives & corporate executives Collaborated closely with upper management to drive strategy through development and implementation of new processes
- Documented procedures and business processes and shared information with appropriate stakeholders Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Reduced process inconsistencies and effectively trained team members on best practices and protocols Fielded diverse customer questions about issues such as available merchandise, current prices and upcoming company changes Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Wrote, edited and updated project manuals and technical documentation used by quality assurance team
- Created accurate and efficient test scripts to manage automated testing of certain products and features Collaborated with developers and product owners to stay current on product features and intended functionality
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Cross Sales Representative
Terminix
Tampa, FL
03.2017 - 08.2018
- Explain to customers how specific types of advertising will help promote their products or services in the most effective way possible
- Provide clients with estimates of the costs of advertising products or services
- Prepare and deliver sales presentations to new and existing customers to sell new advertising programs, and to protect and increase existing advertising Grew business sales by 75% in six months through effective cross-selling, exceptional customer service and cold calling
Commercial Customer Service Representative
Terminix
Tampa, FL
08.2014 - 03.2018
- Established and maintained great working relationships with assigned business accounts
- Answered, researched and resolved any operational problems with scheduling or billing issues
- Take ownership of customer service issues and resolve them
- Handled online orders and credit card transactions
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Identified, researched and resolved billing variances to maintain system accuracy and currency Helped to organize client's schedule and plan appointments
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Terminix
Tampa, FL
09.2013 - 07.2014
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences Handled advanced issues with calm, knowledgeable and professional approach
Education
High School Diploma -
Bartow High School
Bartow, FLAssociate of Arts - Liberal Arts And General Studies
Polk State College
Lakeland06.2010
Skills
- Policy Adjustment Knowledge
- Cross-Selling and Upselling
- Insurance Coverage Verification
- Financial Needs Assessment
- Records Maintenance
- Service-Oriented
- Critical Thinking
- Administrative Functions
Accomplishments
- Received the "Employee of the Month" award after 6 months of employment
- Earned highest marks for customer satisfaction, company-wide
Timeline
Fraud Prevention Representative
EBay Inc
09.2023 - Current
Insurance Agent
Progressive
11.2019 - 08.2024
Clean Sheet/Transformation Assistant
Terminix
08.2018 - 11.2019
Cross Sales Representative
Terminix
03.2017 - 08.2018
Commercial Customer Service Representative
Terminix
08.2014 - 03.2018
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Terminix
09.2013 - 07.2014
High School Diploma -
Bartow High School
Associate of Arts - Liberal Arts And General Studies
Polk State College