Shunteria McCrary
Warner Robins,GA
Summary
Dynamic Customer Service Representative with a proven track record at Geico, excelling in conflict resolution and relationship building. Enhanced client satisfaction through proactive communication and streamlined workflows, while leveraging CRM software to identify sales opportunities. Spearheaded training initiatives, fostering team development and operational effectiveness.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Geico
Macon
05.2019 - Current
- Educated clients on company policies and procedures.
- Kept detailed records of client communications, transactions, and policies to facilitate seamless agency processes.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Refined internal procedures to elevate operational effectiveness.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Leveraged CRM software to track client interactions and identify sales opportunities.
- Streamlined workflows by introducing a unified communication platform.
- Conducted regular performance reviews with team members to identify areas for development.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Increased customer satisfaction with personalized follow-up strategies.
- Fostered relationships with industry stakeholders to enhance market positioning.
- Developed referral program that significantly expanded client base.
- Implemented feedback system to gather client insights, driving continuous improvement.
- Enhanced client portfolio by identifying and securing new partnerships.
- Orchestrated client meetings to discuss and refine service delivery, enhancing client retention.
Education
3.9 - Management
Mercer University
Macon, GA05.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative
Geico
05.2019 - Current
3.9 - Management
Mercer University