Rashad Ford
Fairburn,GA
Summary
Dynamic and results-oriented professional with extensive experience in underwriting and customer service, notably at Statefarm Insurance. Excelled in policy administration and decision-making, enhancing customer satisfaction and operational efficiency. Skilled in effective communication and teamwork, demonstrated through cross-functional collaboration and mentorship. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Underwriting Service Assistant
Statefarm Insurance
Dunwoody, GA
03.2023 - Current
- Processed policy changes promptly, resulting in increased customer satisfaction and retention rates.
- Demonstrated flexibility by adapting quickly to shifting priorities or urgent requests from senior team members.
- Collaborated with cross-functional teams to develop new underwriting guidelines and standards for consistent results.
- Proactively identified areas for process improvement within the underwriting department, contributing to a more efficient and cost-effective operation overall.
- Supported underwriters in risk assessments, leading to improved decision-making and business outcomes.
- Conducted thorough document reviews for accuracy, ensuring compliance with company policies and industry regulations.
- Managed a high volume of data entry tasks, maintaining exceptional attention to detail and accuracy within tight deadlines.
Senior Call Center Representative
City of Atlanta
Atlanta, GA
12.2019 - 02.2023
- Collaborated with team members to streamline processes, resulting in improved overall efficiency and productivity.
- Developed customized solutions for callers, leading to increased customer loyalty and repeat business.
- Improved customer satisfaction by managing high-volume call center operations and addressing customer inquiries effectively.
- Enhanced first-call resolution rates by employing active listening skills and promptly addressing customers'' concerns.
- Conducted comprehensive training sessions for new hires, ensuring complete understanding of city policies and procedures.
- Monitored call center metrics to identify areas of improvement, implementing changes that resulted in higher quality service delivery.
Education
Associate of Arts - Business Administration
University of West Georgia
Carrollton, GA07-2021
Skills
- Decision Making and Judgment
- Initiative
- Effective communication
- Resourcefulness
- Customer Focus
- Policy administration
- Teamwork and collaboration
- Relationship building
Timeline
Underwriting Service Assistant
Statefarm Insurance
03.2023 - Current
Senior Call Center Representative
City of Atlanta
12.2019 - 02.2023
Associate of Arts - Business Administration
University of West Georgia