Sparkela Golatt
Augusta,GA
Overview
2026
2026
years of professional experience
Work History
Insurance Customer Service Representative
Blue Cross Blue Shield of NC
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Assessed customer needs and recommended suitable insurance policies.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
Customer Service Representative
Progressive
11.2024 - 05.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Team Leader
RBW Logistics
Augusta, GA
06.2022 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Education
BBA - Business Administration
Augusta Technical College
Augusta, GASkills
- Organization
- Complaint handling
- Client education
- Trade policy
- Insurance terminology
- Customer service
- Policy review
- Attention to detail
- Decision-making
- Reporting skills
- Documentation skills
- Data entry
- Microsoft office
- Teamwork and collaboration
- Paperwork processing
- Critical thinking
Accomplishments
I’m also an Army Veteran. I served from 2020-2022. I have CPR, Microsoft and Phlebotomy certifications.
Timeline
Customer Service Representative
Progressive
11.2024 - 05.2025
Team Leader
RBW Logistics
06.2022 - 09.2023
Insurance Customer Service Representative
Blue Cross Blue Shield of NC
BBA - Business Administration
Augusta Technical College