Raynesha Lyles
Troy
Summary
Licensed Insurance Agent with comprehensive understanding of complex insurance policies, risk management strategies, and client relationship building. Strong advocate for clients' needs, leveraging negotiation skills to ensure optimal coverage options. Demonstrated success in cultivating professional relationships and enhancing customer satisfaction. Consistently drive growth through strategic sales tactics and proactive problem-solving.
Overview
10
10
years of professional experience
Work History
Licensed Insurance Agent
Allstate Corp
Sterling Heights
04.2024 - Current
- Developed and implemented sales strategies to increase market share of insurance products.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Researched complex underwriting issues and provided solutions for customers' satisfaction.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Negotiated contracts with providers to secure competitive rates for customers.
- Ensured compliance with all federal, state, local laws and regulations regarding insurance practices.
- Performed routine follow-up calls to assess customer satisfaction with products and services.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
Customer Service Representative
Porsche Cars North America
Auburn Hills
08.2023 - 03.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Senior Communications Specialist
Rock Connections
Detroit
07.2019 - 05.2021
- Effectively communicated with coworkers to maintain professional and customer oriented atmosphere.
- Participated in team meetings to understand goals and establish necessary process improvements.
- Scheduled and confirmed customer appointments and delivered timely reminders.
- Researched and adequately resolved client questions and issues.
- Recommended product or process adjustments based on customer feedback.
- Maintained professionality and efficiency while working closely with leadership.
Guest Service Representative
Marriot Hotel
Detroit
06.2018 - 05.2019
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Arranged special accommodations for guests to enhance visitor experiences.
Customer Service Representative
Dialog Direct
Detroit
02.2017 - 06.2018
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and activated customer accounts.
- Made outbound calls to obtain account information.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Seasonal Sales Associate
Macys Department Store
Harper Woods
11.2016 - 01.2017
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Used technology resources to assist customers in locating and selecting items.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Retail Sales Associate
JCPenney
Sterling Heights
07.2015 - 06.2016
- Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Initiated friendly conversation with customers to determine level of assistance required.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ10-2024
High School Diploma -
East English Village Preparatory Academy
Detroit, MI06.2016
Skills
- Public Speaking
- Decision Making
- Time Management
- Call Volume and Quality Metrics
- Understanding Customer Needs
- Teamwork and Collaboration
- Creative Problem Solving
- Exceeding Customer Expectations
- Building Customer Relationships and Loyalty
- Customer Relations
- Insurance sales strategy
- Sales strategy development
- Product knowledge mastery
- Client Service
- Client Retention
- Lead Development
Timeline
Licensed Insurance Agent
Allstate Corp
04.2024 - Current
Customer Service Representative
Porsche Cars North America
08.2023 - 03.2024
Senior Communications Specialist
Rock Connections
07.2019 - 05.2021
Guest Service Representative
Marriot Hotel
06.2018 - 05.2019
Customer Service Representative
Dialog Direct
02.2017 - 06.2018
Seasonal Sales Associate
Macys Department Store
11.2016 - 01.2017
Retail Sales Associate
JCPenney
07.2015 - 06.2016
Associate of Arts - Business Administration
University of Phoenix
High School Diploma -
East English Village Preparatory Academy