ROBIN DOUGLAS
Reno,NV
Summary
Dynamic professional with extensive customer service experience, consistently adhering to NRS statutes and company guidelines. Expertise in managing financial transactions, problem-solving, and account management, complemented by a positive attitude towards change and adaptability. Recognized for fostering effective collaboration and achieving results in fast-paced environments. Dependable team player with exceptional communication and organizational skills, committed to delivering outstanding service and support.
Overview
26
26
years of professional experience
Work History
Washoe County/Deputy Recorder
Reno, NV
05.2014 - Current
- Record Marriage and Real Estate transactions for public record while calculating necessary fees to do so.
- Verify and Index documents to release for Public Record.
- Guide and assist customer to conduct property research.
- Experienced opening and closing cash registers for reconciliation.
- Run reports for check balancing when discrepancies occur.
- Manage and diagnose customer needs for recording documents while steering away from giving legal advice and ensuring NRS requirements are met.
- Ability to multitask to identify the work needs.
- Proven performer to pick up the slack when we are shorthanded.
- Accuracy of 99% when recorded 20,000 documents.
- Meets above average in customer satisfaction every year, maintained the highest level of productivity through my years.
Administrative Assistant-Work Study Student
Washoe County School District
Reno, NV
01.2014 - 05.2014
- Responsible for security clearance for potential volunteers for the school district.
- Mentored women who were on Public Assistance and guided them to local resources to obtain employment and education.
- Organized staff meetings and recorded meeting notes.
- Interviewed potential volunteer prospects.
- Trained new hires to input data while maintaining confidentiality.
Phone Banker
Wells Fargo
Reno, NV
11.2011 - 03.2013
- Assisted customers with account inquiries and transactions efficiently.
- Provided support for online banking services and troubleshooting issues.
- Educated clients on financial products to enhance service offerings.
- Processed customer requests for loans, credit cards, and account changes accurately which included reversing banking fees.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
Insurance Agent
Farmers Insurance Company
Sparks, NV
08.2009 - 11.2011
- Developed customized insurance solutions based on client needs and risk assessments.
- Provided exceptional customer service by addressing inquiries and resolving claims efficiently.
- Educated clients on coverage options, policy details, and benefits of various insurance products.
- Cultivated relationships with clients to enhance retention and satisfaction rates.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Collaborated with underwriting teams to streamline application processes and improve turnaround times.
Team Leader
The Hartford
Reno, NV & Bethany, OK
02.2000 - 06.2009
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Developed training programs to improve team performance and knowledge retention.
- Mentored junior staff, fostering skill development and promoting collaborative work environment.
- Managed conflict resolution within teams, ensuring a cohesive working atmosphere.
- Call Escalation Leader and succeeded in maintaining 78% of customer retention when they call in to cancel policy due to premium increase.
- Licensed Agent for Property and Casualty Products.
- Cross sell Auto and Home coverages.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
No Degree - Criminal Justice
TMCC
Reno, NV11-2011
Skills
- Team collaboration
- Cash handling and management
- Compliance, NRS codes
- Pleasant and personable
- Balance verification and reconciliation
Honest and dependable
- Time management
- Attention to detail
- Multitasking
- Reliability
- Customer service excellence
Timeline
Washoe County/Deputy Recorder
05.2014 - Current
Administrative Assistant-Work Study Student
Washoe County School District
01.2014 - 05.2014
Phone Banker
Wells Fargo
11.2011 - 03.2013
Insurance Agent
Farmers Insurance Company
08.2009 - 11.2011
Team Leader
The Hartford
02.2000 - 06.2009
No Degree - Criminal Justice
TMCC