Shinisha Thorpe
156 Sourwood Lane ,GA
Summary
Dedicated customer service expert with five years of experience in diverse service environments. Skilled in CRM software, conflict resolution, and managing customer escalations. History of achieving company goals through effective practices and enhancing customer satisfaction. Strong organizational skills and adaptability to new challenges, ready to contribute to team success.
Overview
8
8
years of professional experience
Work History
Policy Service Representative 2
SageSure Insurance Managers
1760 Summit Lake Dr
10.2024 - Current
- Analyzed account history in detail and facilitated follow-up communications to deliver accurate customer support.
- Maintained up-to-date knowledge of policy product and procedural changes to support accurate communication of underwriting guidelines and processing to stakeholders.
- Consistently met and exceeded performance benchmarks by adhering to scheduled shifts and maintaining high standards in call quality and resolution times.
- Led the management of inbound earthquake insurance sales inquiries, ensuring potential clients received comprehensive information. Oversaw the collection and entry of property and payment data, optimizing the quote processing workflow through advanced rating software.
- Monitored call queues and directed daily operations to achieve performance goals and objectives.
- Facilitated effective communication by providing timely and courteous responses to inquiries via telephone and email.
- Engaged with underwriting and various departments to facilitate appropriate solutions for customer inquiries.
Support Specialist
Patterson Companies Inc.
Dallas, TX
04.2023 - 09.2024
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service Coordinator
Teleperformance USA
Grand Prairie, TX
06.2018 - 05.2022
- Remote/Call center
- Customer Experience data sources including: voice of customer survey results, speech analytics, customer feedback/complaint database, customer live chat and messaging, chatbots, social media, contact center key metrics (emails, inbound calls, response time, etc)
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction in call center environment.
- Monitored real time customer contact queue performance.
- Avaya Experience
- Promptly responding to customer inquiries via email, messaging, chat, and phone.
- Responded to employee questions and requests for information in timely and knowledgeable fashion
- Provide updates and follow ups to customers on outstanding issues, requests and escalations.
- Create advocates by ensuring that customers achieve program goals while maintaining strong relationships.
- Effectively multitask and manage multiple priorities simultaneously.
- Ability to trouble-shoot and resolve conflict.
Education
Associate of Science - Information Assurance And Security Certificate
University of Phoenix
Tempe, AZ08.2023
Skills
- Property and Casualty insurance
- Insurance policy analysis
- Risk evaluation
- Guideline analysis
- Policy pricing
- Coverage analysis & advice
- Endorsements and renewals Cancellations management Client relationship management
- Claims processing support
- Insurance regulation compliance
- Insurance records management
Accomplishments
PSU TRAINED
Timeline
Policy Service Representative 2
SageSure Insurance Managers
10.2024 - Current
Support Specialist
Patterson Companies Inc.
04.2023 - 09.2024
Customer Service Coordinator
Teleperformance USA
06.2018 - 05.2022
Associate of Science - Information Assurance And Security Certificate
University of Phoenix