Shanice King
Tampa,FL
Summary
Cross skilled, assertive communications specialist offering expertise in sales, data analysis and customer relations. Adept at quickly learning new technologies and processes while being compliant. Proven success in networking, prospecting and business development. Knowledgeable, and willing to learn new skills for professional development. Over 10 years of customer service experience with a passion for fostering relationships, and for creating lasting customer satisfaction by delivering quality service and being willing to enhance customer experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Deposit Specialist
USAA Federal Savings Bank
09.2023 - Current
- Tasked with openings, and closings of all bank products. Checking's, Savings, CD's, Trust style accounts etc.
- Frontline Service representative, responsible for filing disputes, and efficiently using banking software for accurate data entry.
- Mitigate company and members risk exposure by monitoring account activities and promptly reporting suspicious transactions to Enterprise Financial Crimes team.
- Boosted client satisfaction by addressing and resolving customer concerns, while also proficiently identifying client needs and recommending appropriate financial products.
- Evaluate client financial positions and provide advice on different bank products and financial options.
- Stay in compliance, meet monthly metrics including: handle time of 530, average MSAT(member satisfaction) of 94%, Compliance 95%, RES-Q( Resolution Questionnaire) 94%
Real Estate Agent
Keller Williams
01.2021 - 08.2023
- Managed contracts, negotiations, and all aspects of sales and closings to finalize purchases.
- Advertised client properties through websites, social media, and via open houses.
- Maintained connections with clients to encourage repeat business and referrals, also followed up promptly with interested clients.
- Coordinated with escrow officers to ensure accuracy in preparation and distribution of necessary paperwork during mortgage closings.
- Collaborated with both real estate agents and mortgage lenders to ensure smooth transactions and positive outcomes for clients.
Customer Service Representative
GEICO
02.2017 - 01.2023
- Frontline agent tasked with meeting goals that required high standards of customer service.
- Required to meet monthly metrics. Metrics including: handle time, member surveys, average of 60 calls per day, 15% of accepted referral opportunities.
- Responsible for issuing, and closing policies.
- Required to review policy documents, remain compliant with industry regulations and company guidelines during underwriting process.
- Educated clients on insurance coverage, also cross-sold insurance products to existing clients to reach sales targets.
- Promptly respond to inquiries from both prospective and existing clients, while being able to multi-task and work in different company systems.
Preferred Customer Associate
UPS
02.2015 - 01.2017
- Responsible for promptly tracking, rerouting packages via telephone while helping company avoid on-hold wait times.
- Collaborated with team members to resolve escalated customer issues by collaborating with cross-functional teams, ensuring timely resolution.
- Investigated and resolved customer inquiries and complaints while delivering prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity while multi tasking between systems and responding to back office emails promptly.
Education
Associate of Arts - Mass Communications
Hillsborough Community College
Tampa, FLHigh School Diploma -
Middleton High School
Tampa, FL06.2012
Skills
- Active listening and Complaint Resolution
- Communication skills, ability to multi-task
- Skilled in Microsoft Office and data entry
- Strategic sales knowledge and project management abilities
Certification
2-20 Property and Casualty general Lines Agent license.
2-15 Life,Health,Annuity license.
Timeline
Deposit Specialist
USAA Federal Savings Bank
09.2023 - Current
Real Estate Agent
Keller Williams
01.2021 - 08.2023
Customer Service Representative
GEICO
02.2017 - 01.2023
Preferred Customer Associate
UPS
02.2015 - 01.2017
Associate of Arts - Mass Communications
Hillsborough Community College
High School Diploma -
Middleton High School
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