Microsoft
Shaliena Davis
Saint Cloud,FL
Summary
I am a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Insurance Agent
Ashton insurance
03.2023 - 10.2024
- Analyzed client needs and recommended appropriate coverage options to ensure comprehensive protection
- Prospected and generated leads through various channels such as referrals, networking events, and cold calling
- Built strong relationships with clients by delivering exceptional customer service and promptly addressing their inquiries or concerns
- Conducted thorough risk assessments for potential policyholders to accurately determine coverage requirements
- Educated clients on the features, benefits, and exclusions of different insurance policies to help them make informed decisions
- Managed policy renewals by proactively contacting clients ahead of expiration dates and offering updated coverage options
- Participated in ongoing training programs to stay up-to-date on industry trends, product knowledge, and regulatory changes affecting the insurance market
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Exceeded sales targets and generated over $65,000 in sales in one month.
- Utilized sales techniques to build customer interest and close 6 out of 10 sales.
CSR - Customer Service Representative
TypTap Insurance Company
02.2022 - 07.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Licensed Health Agent
Bloom Insurance Agency
06.2021 - 01.2022
- Worked for Temp agency, I sold Medicare advantage plans with Blue Cross Blue Shield, Aetna, Anthem, UHC, Humana, and a several more
- Prepared customized recommendations for plans to meet particular needs.
- Met with clients to assess financial means and discuss benefits requirements.
- Adhered to HIPAA and other compliance standards with all information and activities.
- Cross-sold additional benefits such as dental and vision plans.
- Helped consumers enroll in private and marketplace plans.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated clients on insurance policies and procedures.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Conducted research and identified market trends to develop better strategies for sales.
Claims Processor
Sedgwick
08.2020 - 06.2021
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Followed up with customers on unresolved issues.
- Evaluated and settled complex insurance claims in strict timeframes.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Identified and reported potential fraud or abuse related to claims to protect system's integrity.
- Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.
Education
High School Diploma -
Saint Cloud High School
Saint Cloud, FL05.2011
Skills
- Customer follow-up
- Client Retention
- Client assessment
- Policy Renewals
- Customer Service
- Lead Development
- Client Relations
- Account Management
- Policy adjustment knowledge
- Property insurance
- Policy Knowledge
- Consultative Sales
- Call Management
- Product Knowledge
- Inbound and Outbound Calling
- Data Entry
Certification
- CSR
- 4-40
- 20-44
Additional Information
240 health insurance
Personal Information
Work Permit: Authorized to work in the US for any employer
Software
Timeline
Insurance Agent
Ashton insurance
03.2023 - 10.2024
CSR - Customer Service Representative
TypTap Insurance Company
02.2022 - 07.2023
Licensed Health Agent
Bloom Insurance Agency
06.2021 - 01.2022
Claims Processor
Sedgwick
08.2020 - 06.2021
High School Diploma -
Saint Cloud High School
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