Sheena Williams
Spring,TX
Summary
I am a intuitive professional who is proficient in call center operations and software. I am adept at navigating through multiple software's using multiple screens, which allows me to be efficient at my job.
I possess excellent organizational, communication and multitasking abilities. I have over 10+ years of customer service and problem-solving skills related experience to boost call center performance figures.
Overview
11
11
years of professional experience
Work History
Insurance Agent
Lakeview Insurance
01.2021 - Current
- Identified and solicited sales prospects in agency databases.
- Generated leads through cold-calling, networking and other outreach methods.
- Established lasting rapport with customers through genuine empathy and attentiveness, leading to high levels of satisfaction and loyalty.
- Negotiated contracts and terms of sale with potential customers.
- Developed strong relationships with clients, leading to increased referrals and business growth.
- Increased customer satisfaction by providing personalized insurance solutions tailored to individual needs.
- Educated clients on insurance policies and procedures.
- Diversified product offerings through partnerships with multiple carriers, giving clients a broader range of coverage options to choose from.
- Followed up promptly with interested clients to close sales.
- Call Center experience.
Customer Service Representative
Summit Risk Advisors
05.2017 - 01.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming telephone calls to provide store, products and services information.
- Organized client contracts, records, reports and agendas to strengthen traceability.
Retention Specialist
CenturyLink
08.2013 - 03.2017
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained up-to-date knowledge of product and service changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Science - Aviation Administration
Miami Dade College
Miami, FL04.2011
Skills
- Technologically Savvy
- Verbal and Written Communication
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Transaction Processing
- Retail Sales Customer Service
- Adaptive Team Player
- Understanding Customer Needs
- Responding to Difficult Customers
- Credit Card Payment Processing
- Problem-Solving Abilities
- POS Systems and Ordering Platforms
- Multitasking and Prioritization
- Call Center Operations
- High-Energy Attitude
- Upselling Products and Services
- Order and Refund Processing
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Inbound and Outbound Calling
- De-escalation Techniques
- Retention
Timeline
Insurance Agent
Lakeview Insurance
01.2021 - Current
Customer Service Representative
Summit Risk Advisors
05.2017 - 01.2021
Retention Specialist
CenturyLink
08.2013 - 03.2017
Associate of Science - Aviation Administration
Miami Dade College
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