Shakiera Smith
Hempstead,NY
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Auto Service Representative, Underwriter
GEICO
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Established payment methods for several clients to facilitate customer payments
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Spoke with customers to provide information about available products and policies
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
- Conducted annual reviews of existing policies to update information
- Processed inspection reports and updated policies based on underwriting guidelines
- Add codes onto policies that were being non renewed due to driving activity, fraud, etc.
- Processed paper work and inspection reports to make sure policies were updated based off underwriting guidelines.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 70 customers each day.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Utilized advanced diagnostic tools to quickly identify root causes of technical issues, enabling swift resolutions and minimizing potential impact on customers'' daily operations
- Ended each month with customer surveys at 85% or higher.
Entrepreneur
Business Owner
04.2020 - Current
- Research, plan and write business plan
- Design and implement marketing and sales strategies and implementations
- Customer service duties including phone calls, email and messaging, and follow up concerning product delivery and quality issues
- Continuously evaluating materials received for best possible price in order to maximize profitability
- Arrange finances
- Create marketing content for social media platforms
- Design company website.
Collections and Recovery Specialist
Bank of America
12.2017 - 03.2020
- Collect payments on charged off deposit and credit card accounts
- Call customers using telephone
- Inform clients of overdue accounts and amount currently owed
- Attempt to collect payment
- Ensure all customer information is correct, including phone numbers and addresses
- Listen to customer's story and determine if debt can be collected
- Set up repayment plans
- Offer advice or refer customers to debt counselors
- Record new commitment to repay debt
- Send statements of delinquencies to credit bureau
- Purge records if debt has been satisfied
- Report satisfied debts to credit bureaus
- Follow federal and state laws dealing with debt collection
- Change status codes on account to Bankruptcy or Deceased
- Purge records from deceased people
- Use multiple systems at once
- Input data and codes into RMS, to update system and client account.
Customer Care Representative
Alorica
02.2017 - 12.2017
- Obtain client information by answering telephone calls and verifying information
- Manage large amounts of incoming and outgoing calls in a timely manner
- Identifying customer’s needs, clarify information, research every issue and providing solutions and/or alternatives
- Maintain and improve quality results by adhering to standards and guidelines
- Build sustainable relationships and engage customers by taking the extra mile
- Resolve every customers issues and concerns by the end of each call
- Maintain customer satisfaction ratings based on criteria set forth by Verizon
- Attend mandatory training sessions to stay updated on Verizon company policy change.
Cashier / Cook
SHEETZ
11.2015 - 02.2017
- Directly interacted with customers for the purpose of providing fast, friendly service
- Performed all related job functions when working in the food service area or sales counter area of the store
- Prepared quality food products
- Handled money transactions accurately
- Maintained general appearance and cleanliness of store premises.
Sales/Merchandise Associate/Fitting Room Associate
T.J. MAXX
09.2015 - 04.2016
- Responsible for operational controls at the Front-Line Service Desk, Fitting room and Jewelry
- Ensures Front Line Associates provide prompt, courteous and knowledgeable service to all customers
- Resolve customer service issues appropriately and competently
- Responsible for training and developing store Associates on customer service standards
- Responsible for assisting in the daily operations of the store
- Make sure merchandise was professionally represented
- Process and markdown merchandise
- Assisted customers in fitting room, layaway, and customer service
- Greet, interact with and thank customers on a regular basis
- Maintain housekeeping standards of area, including ongoing recovery.
Hostess
MIYOS
08.2013 - 02.2014
- Sat and presented clean menus to guests in a friendly, professional and quick manner
- Greeted guests and patrons personally as they enter into the establishment
- Received and recorded dining reservations on the telephone
- Ensured the proper setup of dining and service areas
- Offer appropriate seats using truly personable demeanor
- Politely requested guests to wait in waiting area if no table is available
- Ensured neatness and cleanliness of stations
- Presented menus, made recommendations and took orders
- Ensured the quantity of food is sufficient to cater to the number of guests.
Education
High School Diploma -
Lugoff-Elgin High School
Lugoff, SC06.2013
Skills
- Payment Acceptance
- Filing
- Active Listening
- Decision Making
- Time Management
- Attention to Detail
- Computer Literacy
- Organization
- Positive Attitude
- Problem Solving
- Product Knowledge
- Critical Thinking
- Adaptability
- Complaint Handling
- Paperwork Processing
- Documentation
Accomplishments
- Employee of The Month Award At Bank of America
- Top Collector of the Month
- Citizenship Award
- Perfect Attendance Award
- Monthly bonuses
- Received A Raise Every Six Months at Geico
Technical Skills
Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher), Adobe Photoshop, Google Docs, Google Drive, Dropbox,
Timeline
Entrepreneur
Business Owner
04.2020 - Current
Collections and Recovery Specialist
Bank of America
12.2017 - 03.2020
Customer Care Representative
Alorica
02.2017 - 12.2017
Cashier / Cook
SHEETZ
11.2015 - 02.2017
Sales/Merchandise Associate/Fitting Room Associate
T.J. MAXX
09.2015 - 04.2016
Hostess
MIYOS
08.2013 - 02.2014
Auto Service Representative, Underwriter
GEICO
High School Diploma -
Lugoff-Elgin High School
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