Ria Reid

• Handled customer inquiries across calls, chats, and emails in a high-volume call center.

• Built trust with clients to identify insurance needs and provide tailored solutions.

• Assisted in onboarding and training new hires, providing product knowledge and service techniques.

• Partnered with leadership to create presentations and marketing materials for client engagement.

• Educated customers on financial products while ensuring regulatory compliance.

• Conducted cash audits and vault counts, ensuring accuracy and accountability.

• Recognized for professionalism in handling sensitive customer information.

• Served as Quality Analyst, monitoring customer service calls and conducting virtual coaching sessions to improve KPIs.

• Supported first-time home buyers by tailoring insurance solutions to their needs.

• Led customer outreach for policy changes, cancellations, and renewals.

• Enhanced team performance scores by driving targeted coaching sessions.

• Acted as escalation lead for customer complaints, resolving high-stakes issues with professionalism.

• Implemented schedule coding to improve representative time tracking and compliance accuracy.

• Led daily huddles to align team priorities, boosting efficiency and morale.