Taniya Ellis
Apple Valley,CA
Summary
Well-spoken Call Agent with 3+ years of experience supporting companies with up to 100 customer service inquiries daily. Patient and helpful navigator of company policies and regulations to best serve customers while adhering to company rules. Successful de-escalator, responding to tense situations with sense of calm and empathy.
Overview
5
5
years of professional experience
Work History
Insurance Agent
Progressive
Riverside, CA
05.2023 - 04.2024
- Conducted telephone appointments with prospective clients to build and sell insurance services.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Advised customers on the best ways to minimize risks associated with their assets.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Answered customer inquiries regarding products, services, billing and technical issues.
Call Center Representative
Enterprise Car Rental
Ontario, CA
02.2021 - 07.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Customer Service Representative
Kohls Department Store
Victorville, CA
01.2019 - 02.2021
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Answered customers questions and addressed problems and complaints in person and via phone.
- Recommended potential products or services after analyzing customer needs.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Created positive experiences for customers through friendly conversations during transactions.
- Utilized computer systems for tracking customer orders, registering complaints.
Education
High School Diploma -
High Desert Premier Academy
Apple Valley, CA05-2022
Some College (No Degree) - Business Administration
Victor Valley College
Victorville, CASkills
- Account Management
- Customer Service
- Customer follow-up
- Negotiation abilities
- Problem-solving skills
- Quality Assurance
References
References available upon request.
Timeline
Insurance Agent
Progressive
05.2023 - 04.2024
Call Center Representative
Enterprise Car Rental
02.2021 - 07.2023
Customer Service Representative
Kohls Department Store
01.2019 - 02.2021
High School Diploma -
High Desert Premier Academy
Some College (No Degree) - Business Administration
Victor Valley College