ROSE MCKINNON
Bradenton,FL
Summary
Over 20 years of experience in a customer-service setting. Proven ability to build and solidify customer relationships, develop client loyalty, and focus on increasing customer retention. Seeking to use these skills to serve as a productive team member. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
Work History
Licensed Insurance Agent
Banker's Life Health and Annuities
06.2022 - 12.2022
- Calculated quotes and educated potential clients on insurance options
- Obtained underwriting approval by completing application for coverage
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Manager
Grillin-n-Chillin BBQ
02.2021 - 09.2022
- Accomplished multiple tasks within established timeframes
- Onboarded new employees with training and new hire documentation
- Developed and maintained relationships with customers and suppliers through account development
- Reconciled cash and credit card transactions to maintain accurate records
- Actively participated in ongoing customer service programs
- Maintained safe working and guest environment to reduce risk of injury and accidents
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
Customer Care Specialist
JMX Brands, Amish Furniture
09.2021 - 06.2022
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Diffused customer concerns with exceptional conflict and problem-resolution skills
- Used exceptional communication to connect with customers, assess needs, and present solutions
- Verified the accuracy of customer account information and updated it when necessary
- Responded to customer inquiries via phone, email, and web-based platforms.
Customer Service Manager
SpringHill Suites by Marriott
06.2018 - 07.2020
- Extensive customer contact with focus on creating lasting relationships and centered on achieving company goals while creating the ultimate customer experience
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Followed through with client requests to resolve problems
- Created and reviewed invoices to confirm accuracy
- Researched and corrected customer concerns to promote company loyalty
- Monitored customer service operations to assess agent performance and provide feedback
- Took ownership of customer issues and followed problems through to resolution
Dispatcher II
AAA Auto Club South
07.2004 - 04.2014
- Directed dispatching, routing and tracking of contracted and fleet vehicles
- Maintained updated and detailed records of calls in physical and electronic database
- Closely monitored dispatch board to triage and prioritize over daily calls
- Sent out Service Technicians to assist with roadside service calls based on locations, needs and worker availability
- Facilitated communications between customers and field personnel to answer questions or resolve concerns
- Closely monitored dispatch board to triage and prioritize over 100+ daily calls
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Education
B.S - Management and Organizational Leadership
St. Petersburg College
St. Petersburg, FL05.2024
A.S - Hospitality and Tourism Management
St. Petersburg College
St. Petersburg, FL05.2018
Skills
- Critical Thinking
- Organization skills
- Administrative Support
- Customer Service
- Sales Force
- Service Titan
- Microsoft 365
- Office Equipment Proficiency
- Call Center Operations
- CRM Software
- Calm and Professional Under Pressure
- Problem-Solving Ability
- POS Systems
- Professional Telephone Demeanor
- Customer Relations
Timeline
Licensed Insurance Agent
Banker's Life Health and Annuities
06.2022 - 12.2022
Customer Care Specialist
JMX Brands, Amish Furniture
09.2021 - 06.2022
Manager
Grillin-n-Chillin BBQ
02.2021 - 09.2022
Customer Service Manager
SpringHill Suites by Marriott
06.2018 - 07.2020
Dispatcher II
AAA Auto Club South
07.2004 - 04.2014
B.S - Management and Organizational Leadership
St. Petersburg College
A.S - Hospitality and Tourism Management
St. Petersburg College
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