Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Regina Shaffer

Fort Mill,SC

Summary

Reliable employee seeking position. Offering excellent communication and good judgment. Goal- oriented, Resourceful and tireless, able to handle all management needs, including budgets, schedules and projects. Always looking for ways to improve operations and increase team success. Offering excellent communication and good judgment. Motivated to learn, grow and excel in insurance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Enthusiastic Sales and Customer Service professional with expertise in communication. 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

6
6
years of professional experience
1
1
Certification

Work History

Insurance Tracking Specialist

Assurant
03.2021 - 06.2022
  • Maintenance by making sure company records match hazard insurance records, updating as needed while meeting Service Level Agreement SLA and KPI within area of responsibility by researching loan level requests.
  • Managed over 30 customer calls per day.
  • Provide accurate and efficient service for homeowners and agents who have all been verified by me or connected fully verified by automotive system.
  • Processing various loan-related task queues and modifying policy information as required to meet productivity and quality requirements.
  • Making payments if borrowers account is escrow (impound account), deleting payments or check stop request, putting in research request. calling out to agents to update policy information, verify payment amount, get renewal information and to confirm cancellation.
  • Tracking condo master. condo HO6, Dwelling, Windstorm and Flood.
  • Answering questions about LPI and laps in coverage.
  • Flood documents needed to verify flood required zone. LOMA or LMOR Insurance confirmation.
  • Emailing copy of LPI to borrow when requested and also provided escrow information.
  • Complete high volume of data entry by quickly and accurately processing loan-related task queues to meet productivity and quality requirements Manage individual performance by setting work-related goals, tracking personal achievements and communicating with management to report on success and identify improvement strategies.
  • Modify policies at loan level by following established guidelines and utilizing internal tracking system to update information as required and contribute to routine documentation processing workflows .
  • Resolve information gaps by contacting carriers and agencies as required to gather policy information and other missing data and update systems and records as appropriate.
  • Communicate with lenders by answering inbound service calls and researching within loan database to extract required information and provide comprehensive, timely responses to inquiries and requests.
  • Meet auditing requirements by accurately entering data and maintaining data integrity in loan tracking applications to minimize risk and uphold internal standards with strong greeting and closing.
  • Complete high volume of data entry by quickly and accurately processing loan-related task queues to meet productivity and quality requirements.
  • Contribute to positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.

Sales Agent Representative

Telrite Holdings/ Life Wireless
10.2022 - 12.2023
  • Answered inbound calls only.
  • Always a one call resolution.
  • Responded to customer emails.
  • created tickets and made sure outsourced costumer service agents tickets were created correctly and for the correct reason by double checking the accounts for each ticket them sending the tickets to the correct department.
  • Assisted customers with purchasing minutes and data pins.
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Developed and maintained comprehensive understanding of products and services to enhance sales presentations.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Answered customer questions about products and services, helped locate tent locations and provided information about eligible phones for Life wireless sim cards.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal service plans by adding on ACP or providing the best PIN purchase based on price and need.
  • Monitored systems in operation and quickly troubleshot errors.
  • Activated service ans SIM cards as well as IMEIs for customers.
  • Oversaw signage for ACP and NLAD
  • Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each device.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Handled RMA and one time courtesy (OTC) orders.
  • Provided information and educated customers on ACP, LifeLine, products and services.
  • Provided phone numbers for for ACP, Lifeline and the national verifier.
  • Calculating data and minutes usage.
  • Provided account information for verified accounts only.
  • opening and closing every call with company name.
  • Looking up orders and transactions details.
  • Adding banners and removing banners from accounts.
  • Sending important information through text messages to customers that request it.
  • Kept track of all tickets i created until they were resolved.
  • Resetting APN setting
  • trouble shooting phones.

General Manager

Hotmess burgers
05.2018 - 01.2021
  • Supervised staff, managed day-to-day business operations
  • Protected restaurant from losses through employee, customer, and premises monitoring
  • Guaranteed top-notch service standards and memorable customer experiences for every guest
  • Implemented production, quality, and service standards
  • Established and enforced health code-compliant sanitation standards
  • Elevated guest experiences and satisfaction through proactive engagement
  • Maintained guest standards
  • Upheld cleaning and sanitizing standards by directing team to keep dining areas, kitchen spaces, and restrooms in full compliance
  • Resolved complaints regarding food quality, service, and accommodations
  • Controlled costs with effective supply management and monitoring of food use
  • Complied with health and fire codes with strong oversight of food storage, preparation and cleaning procedures.

Education

High School Diploma -

Sunvalley
Indian Trail, NC
04.2008

Skills

  • Customer service
  • Data entry
  • Inbound call management
  • Strong greeting and closing
  • Reduce customer effort by calling insurance companies
  • Flood documents needed to verify flood required zone, LOMA or LMOR
  • Insurance confirmation
  • Policy modifications
  • Account updates
  • Insurance tracking Software (TrackAll, IAssist, Smartflow Acorn)
  • Teams and One Note
  • Good communication
  • Analytical thinking
  • Ability to multitask
  • Microsoft Word
  • Task prioritization
  • Time management
  • Insurance websites to confirm coverage or to request insurance information
  • Attention to detail
  • Sales software
  • Upselling Techniques
  • Decision Making
  • Multitasking Abilities
  • Complaint Resolution

Certification

SerfSafe Certificate

Timeline

Sales Agent Representative

Telrite Holdings/ Life Wireless
10.2022 - 12.2023

Insurance Tracking Specialist

Assurant
03.2021 - 06.2022

General Manager

Hotmess burgers
05.2018 - 01.2021

High School Diploma -

Sunvalley

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Regina Shaffer