Reshae Carter
Indianapolis,IN
Summary
Service- minded Insurance Agent with strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction. With 13 years of customer service experience, I have been able to cultivate a genuine interest in helping others and building connections over the phone.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Office Admin
Berkshire Hathaway
01.2024 - Current
- Meet agent needs via Zendesk/email and face-to-face interactions to offer information, update listings and resolve issues
- Maintain weekly and monthly reports as well as digital files for compliance
- Drove meaningful improvements to agent experiences by contributing expertise and insights
- Developed and maintained systems with agents in relevant areas to best serve client' needs
- Analyze and process 20-35 documents daily.
Personal Lines Insurance Agent
Geico
03.2024 - 01.2025
- Built strong relationships with clients through attentive service and prompt responses to inquiries.
- Maintained detailed records of all client interactions, ensuring timely follow-ups and proper documentation for future reference.
- Conducted thorough reviews of client policies, identifying gaps in coverage and recommending appropriate adjustments.
- Developed a comprehensive understanding of personal lines insurance products, enabling accurate policy recommendations for diverse clientele.
- Supported team members during peak periods or absences, demonstrating adaptability and commitment to collective success.
- Resolved 60-70 client issues daily while maintaining a high level of professionalism and empathy throughout the process.
- Increased customer satisfaction by providing personalized insurance solutions tailored to individual needs.
Office Manager/ Assistant - Contract
Jefferson & Sons Construction
01.2022 - 12.2023
- Prepared documents and contracts with residential clients and subcontractors
- Coordinated meetings and set up all task that were required to reach current goals of office
- Answered customer calls, chats, and emails promptly as well as made calls out to all 3rd parties to ensure requirements were met by local and state laws and regulations
- Delivered fast and friendly service to handle questions and service complaints
- Anticipated needs and resolved problems to stay on task or move things forward
- Implemented marketing strategies to build relationships and rapport in the community to ensure the support of the business
Escalation Supervisor
Genpact
01.2018 - 12.2023
- Maintained daily performance and accuracy level, while also assisting agents on production floor to ensure we provide accurate information as a team
- Trained new hires and struggling agents on clients, systems, and processes to work more efficiently, effectively, and correctly
- Assisted in identifying and correcting inaccuracies in our knowledge-based resources, which prevented agents from providing incorrect information to customers
- Provided weekly reports of performance and went over problem/solutions agent had on production floor.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
Financial Aid CSR - Contract
SaviLinx
01.2015 - 12.2016
- Provided customers with troubleshooting and application assistance
- Provided professional customer service in at home office, while also protecting customer's PII
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer calls, chats, and emails promptly to avoid wait times
- Delivered fast and friendly service to handle questions and service complaints
- Anticipated needs and resolved problems to keep customers happy
- Establish accurate expectations while enforcing relief to the customers with effective communication
- Identifying, analyzing, and initiating the escalation process based on company policy
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions
- Review customer needs and agent feedback assessments to quality teams to increase customer experience and agents willingness to assist
- Stay up to date on rules, regulations, systems, and changes
- Understand and reteach to team members and provide support to agents while on call
- Drove customer satisfaction with swift and successful handling of escalated complaints
Education
Diploma -
Lawrence Central HS
Bachelor of Science - Business Administration And Management
WGU
12-2026
Project Management Certification -
LSU
01.2023
Skills
- CRM
- Subject Matter Expert
- Project Management
- Managing Efficiency
- Staff Training
- Multi- line telephone systems
- Data Entry
- Leadership Experience
Certification
Licensed Indiana Personal Lines Insurance Producer
Timeline
Personal Lines Insurance Agent
Geico
03.2024 - 01.2025
Office Admin
Berkshire Hathaway
01.2024 - Current
Office Manager/ Assistant - Contract
Jefferson & Sons Construction
01.2022 - 12.2023
Escalation Supervisor
Genpact
01.2018 - 12.2023
Financial Aid CSR - Contract
SaviLinx
01.2015 - 12.2016
Project Management Certification -
LSU
Diploma -
Lawrence Central HS
Bachelor of Science - Business Administration And Management
WGU
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