PRISCILLA ALMONACY-THOMAS
ACWORTH,GA
Summary
Experienced insurance specialist bringing 10+ years of exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigates customer conflicts through calm, level-headed strategies. A responsive and resilient team player with an adaptable and resourceful mindset.
Overview
12
12
years of professional experience
Work History
Customer Care Center Associate: Sales
State Farm
Dunwoody, GA
04.2019 - Current
- Fielded inquiries via email, and chat to offer immediate assistance with customers' needs.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
State Farm Payment Plan: Senior Account Specialist
STATE FARM
Dunwoody, GA
04.2019 - Current
- Collaborates with multiple departments to breakdown policy changes
- Provides simple, high-quality and personalized experiences
- Applies process guidelines and uses independent judgment, reasoning and critical thinking to make decisions, within compliance and consistency standards
- Set up new customer accounts, updated existing profiles with latest information, documented customer habits and preferences and recommended product and service updates to management.
Customer Care Center Associate: Service
State Farm
Dunwoody, GA
04.2019 - Current
- Collaborated with others to support independence, empowerment and learning.
- Provided knowledge on personal line policies to policyholders
- Processes payments, payment plan changes, proof of insurance, password reset and customer ID verification calls
- Provided resolutions for escalated customer accounts to promptly find a solution.
Staybridge Suites
IHG Hotels & Resorts
Dunwoody, GA
12.2018 - 04.2019
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and used internal software to process reservations, check-ins and check-outs.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Senior Fraud Analyst
Bank Of America
Kennesaw, GA
03.2017 - 12.2018
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Investigated cases debit and credit card fraud, which involved upwards of $200,000+ business and personal accounts
- Summarized all key information regarding investigation into detailed report for delivery to client.
Assitant Teacher
Sunbrook Academy
Acworth, GA
10.2015 - 03.2017
- Oversaw groups of students at school and off-site locations, maintaining optimal safety and security.
- Attended training classes, parent conferences, and faculty meetings to stay up-to-date on student progress.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals and objective and recognize learning issues evidenced in one-to-one support instruction.
- Provided support to help students with learning objectives through personalized and small group assistance in order to learn and grow.
Camp Counselor
The Salvation Army Community Center
Marietta, GA
06.2015 - 10.2015
- Taught campers outdoor-focused skills such as kayaking and rappelling to increase campers' self-reliance and confidence.
- Developed age-appropriate arts and crafts activities to encourage campers' artistic skills development and creative expression.
- Kept accurate records on participants' activity attendance, disciplinary actions and medication usage to improve camper documentation.
- Supervised pre-planned field trips and followed established safety guidelines to minimize campers' accident and injury risks.
Education
Bachelor of Science - Psychology
Kennesaw State University
Kennesaw, GA05.2016
Bachelor of Science - Sociology
Kennesaw State University
Kennesaw, GA05.2016
Skills
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Creative Problem Solving
- Efficient and Detail-Oriented
- De-escalation Techniques
- Customer Account Management
- Microsoft Office Suite
- Inter-Department Collaboration
- Proactive Self-Starter
- Inbound and Outbound Calling
- Multi-Line Phone Systems
- Call Volume and Quality Metrics
Timeline
Customer Care Center Associate: Sales
State Farm
04.2019 - Current
State Farm Payment Plan: Senior Account Specialist
STATE FARM
04.2019 - Current
Customer Care Center Associate: Service
State Farm
04.2019 - Current
Staybridge Suites
IHG Hotels & Resorts
12.2018 - 04.2019
Senior Fraud Analyst
Bank Of America
03.2017 - 12.2018
Assitant Teacher
Sunbrook Academy
10.2015 - 03.2017
Camp Counselor
The Salvation Army Community Center
06.2015 - 10.2015
Bachelor of Science - Psychology
Kennesaw State University
Bachelor of Science - Sociology
Kennesaw State University
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