Shana Cooks
Lewisville
Summary
Professional and energetic Sales and Customer Support Representative with 20+ years of experience resolving complex customer inquiries. Enthusiastic about building strong relationships, driving brand loyalty, and increasing customer engagement. Authorized to work in the US for any employer
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Manager
RealManage, LLC
Plano, TX
02.2023 - Current
- Maintain Insurance policy workflow.
- Create service tickets as needed.
- Renew accounts, finance agreements, follow up on quotes.
- Build relationships with Board member and Property Managers.
- Interface with realtors, title companies and loan servicers.
- Preparing quote summaries and proposal documents.
- Gather Loss Runs and Statements of Value for insurance quotes.
- Work on other misc projects as need for each association.
Life and Health Insurance Producer
Dawn Stokes Insurance Agency
The Colony, TX
10.2019 - 03.2024
- Life Insurance Sales.
- Educated clients on the benefit of obtaining life insurance.
- Worked independently as an insurance producer.
- Reviewed new and existing policies with clients.
- Made suggestions for different products.
- Made outbound calls to potential and existing clients.
Branch Banker II
BRANCH BANKING AND TRUST
Frisco, TX
03.2019 - 05.2020
- Perform financial deposits, withdrawals and loan payments.
- Adhere to internal controls and operational procedures as outlined in Branch Operations Manual.
- Support Sales team process by referring and assisting with investments for wealth clients.
- Responsible for monthly training and assessments to grow in role as a Branch Banker.
Customer Care Solutions
Service King Collision Repair
Richardson, TX
03.2015 - 12.2017
- Prepared and submitted Excel reports for Executive level management.
- Assisted with decreasing call center abandonment rate by 20% during 3rd and 4th quarters.
- Created and facilitated training for Tesla team members as well as the general Contact Center.
- Served as point of contact for all upper management questions and concerns for the Tesla project.
Customer Support/data Entry
VOLT STAFFING
Irvine, CA
07.2013 - 06.2014
- Accurately prepared and maintained various Excel reports for billing analysis.
- Processed activations/cancellations for new and existing account.
- Obtained and processed correct meter data for billing records.
Education
Some College - Business Administration
Wade College
Dallas, TX05-1995
Skills
- Account management
- Communication skills
- Banking
- Technical support
- Help Desk
- Account Management
- Time management
- Technical Support
- Organizational skills
Certification
- Life & Health and Property & Casualty Insurance License 1987289
- June 2019 to August 2025
Languages
English
Native or Bilingual
Timeline
Account Manager
RealManage, LLC
02.2023 - Current
Life and Health Insurance Producer
Dawn Stokes Insurance Agency
10.2019 - 03.2024
Branch Banker II
BRANCH BANKING AND TRUST
03.2019 - 05.2020
Customer Care Solutions
Service King Collision Repair
03.2015 - 12.2017
Customer Support/data Entry
VOLT STAFFING
07.2013 - 06.2014
Some College - Business Administration
Wade College