TALINA S.BERRY
Buffalo,New York
Summary
Dedicated Customer Service Specialist with 10 + years of experience focused on giving every customer top-notch support for any request. Handles high-volume work with organized approach by staying on top of routine needs and special requests. Offers valuable administrative, customer relations, and sales abilities.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Retail Customer Service Representative
M&T Bank
01.2024 - Current
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Processed transactions accurately using banking systems, ensuring compliance with policies.
- Assisted customers in understanding financial products, enhancing their overall experience.
- Collaborated with team members to streamline operations and improve service delivery.
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Successfully met daily performance metrics regarding sales, customer service interactions, to maintain a high standard of retail excellence.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
- Provided exceptional service by going above and beyond to meet customer needs, generating positive reviews and referrals.
Sales supervisor
Lifestorage/Extraspace Storage
01.2022 - 01.2024
- I Managed a team of 15-18 dynamic inbound sales agents in a hybrid work environment. I measured and monitored agent performance through data and observation. I lead my team with a positive coach mentality to build the knowledge, skill, and confidence of each individual team member. My main focus was to drive sales conversion by focusing on productivity, quality, and customer experience. I also had to perform day-to-day call center team management functions, while focusing on building an engaged workforce.
- Primary Responsibilities
- Managed a sales team of both in-office and remote agents to meet target department KPIs.
- Build a high-performing sales team by establishing a culture that maximizes every customer interaction.
- I took an active role in the development of each team member by providing daily coaching, setting goals, and providing the necessary follow-up.
- I Conducted virtual team meetings that drive teamwork and collaboration.
- I also analyzed my team's metrics to identify trends and gaps in performance.
- I had to monitor agent interactions with customers to ensure a high level of customer satisfaction.
- It was important to monitor the team's efficiency to ensure service level goals were met.
- I held my employees accountable to performance standards and sales expectations.
- I also partnered with the Workforce Optimization team for scheduling needs.
- It was important to assist with the Agent Development Program by identifying and nourishing our top talent.
- I assisted my fellow supervisors with new hire interviews and training to ensure adequate staffing and agent development.
- Actively involved in creating an employee-engaging environment.
- I also worked as a member/leader of special or ongoing projects.
- Assists with the oversight and supervision of the call center's day-to-day operation.
- I handled escalated calls in a professional, courteous manner.
- Resolved personnel issues and escalated to proper administration as needed.
- Evaluated and recommended methods for improvement of practices
Personal Injury Examiner
GEICO
09.2014 - 07.2020
- I handle auto-related injury, pedestrian, and cyclist claims related to motor vehicle accidents. I can identify potential coverage issues and either handle the claim based on its merits or transfer it for further handling and review if needed.
- I also examine claims, investigate the facts of a loss, determine, and also explain coverages along with liability determinations, and complete recorded statements needed from applicable parties. I also review and analyze medical records, including peer reviews, coding, MRI reports, and independent medical examinations to determine the proper treatment needed.
- I communicate with applicants, medical providers, regulatory agencies, and attorneys for additional verification to move the claim forward to closure or resolve disputes with companies' timelines outlined by the regulations of the laws.
- I also document and input this information into the electronic claim file.
- I also can type and issue disclaimers of coverage when applicable as well as recognize how to determine when subrogation is needed and how to handle subrogation demands, 93A demands
- Acknowledge the attorney's Letters of Representation.
- I also possess a solid understanding of the repair and replacement of property damage along with some mechanical components of a vehicle along with the human body.
- I also have knowledge of reviewing police reports to investigate appropriate injured parties to the claim to avoid jump-ins, reduce fraud, and investigate any potential intoxication. I can also calculate and issue lost wages.
- Conducted thorough evaluations of claims to ensure compliance with company policies and regulations.
- Analyzed information gathered from investigations and reported findings.
- Examined forms to determine insurance coverage and validity.
Education
High school diploma - General Studies
Lafayette High School
Buffalo, New YorkAssociate of Business Administration - Business Administration
Erie Community College
Buffalo, NY12.2018
Skills
- Good communication skills
- Excellent written and oral communication
- Multitasking and organization
- Customer satisfaction
- Team leadership
- Customer empathy
- Quality assurance
- Issue resolution
- Customer needs assessment
- Telephone etiquette
- Creative customer solutions
- Customer support
Geico Award Of Excellence
I received the Geico Award of Excellence due to my strong leader and problem-solving skills dedicated to streamlining operations to decrease costs and promote organizational efficiency along with providing a phenomenal customer service experience which positively impact company success
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Retail Customer Service Representative
M&T Bank
01.2024 - Current
Sales supervisor
Lifestorage/Extraspace Storage
01.2022 - 01.2024
Personal Injury Examiner
GEICO
09.2014 - 07.2020
Associate of Business Administration - Business Administration
Erie Community College
High school diploma - General Studies
Lafayette High School