Shakora Evans

• Developed tailored insurance solutions to meet member needs and enhance policyholder coverage needs.
• Discussed risk assessments with members, recommending appropriate coverage levels to mitigate potential losses.
• Educated clients on insurance policies and procedures.
• Calculated premiums and established payment methods for sales.
• Maximized multi product opportunities by conducting thorough member needs assessments during calls.
• Participated in ongoing professional development opportunities to stay current with industry trends and advancements in product offerings.

• Supervised, coached, and trained staff.
• Improved client satisfaction through active case oversight.
• Resolved disputes and ensured quality service delivery.
• Enhanced team performance through regular supervision, coaching, and training of case managers.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication and ensuring high-quality service delivery.

• Reduced churn rate by developing personalized retention strategies for high-risk clients.
• Trained junior team members, boosting overall department performance and service quality levels.
• Met customer call guidelines for service levels, handle time and productivity.
• Conducted regular account reviews to identify opportunities for improving customer satisfaction.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly.
• Established strong relationships with member accounts, fostering loyalty and long-term client retention

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Created employee schedules to align coverage with forecasted demand.
• Developed strategy to increase sales and drive profits.