TEMEKA ROBINSON
GULFPORT,US
Overview
7
7
years of professional experience
Work History
Customer Sales and Service Representative
Auto Club Group AAA
08.2023 - Current
- Provide a high level of support services to members related to the sales and servicefunction including servicing insurance policies, processing applications, renewals,amendments and membership products and servicesGenerate leads, update members on insurance specials, and provide membershipinformationProvide cashiering services to members including taking insurance payments(initial, installment, lapse or reinstatement), membership paymentsResponding to customer inquiries and refer to agent when appropriateProvide high level of administrative support to Insurance Agents during peakperiodsProvides customer assistance through the performance of sales processing activitiesConduct outbound calls for insuranceParticipates in a team environment to promote customer satisfactionReceive and resolved customer complaints and provide resolution as necessaryOther skills include:Investigating, resolving and analyzing complex problemsNavigating through a computer (Windows and non-windows) and mainframeenvironments including entering and accessing information from multipleapplications, programs and screensHandling escalated situations
- Sales quoting system softwareACG membership services and productsVarious sales techniques across multiple sales channelsAuto and homeowner’s insurance terminology and explanation of coveragesComputer software applications (e.g. Word, Excel, PowerPoint, etc.)Company insurance products, features, and servicesProperty/casualty insurance terminology, contracts, and formsProperty/casualty insurance terminology, contracts, and formsUnderwriting guidelines and license in multiple states including CA, FL, GA, IA, IL, IN, MD, MI, MN, MS, NC, ND, NE, NY, OH, PA, SC, TN, TX, WI
Insurance Representative
Concentrix (State Farm)
04.2022 - Current
- Answering phones in a high volume call center providing quotes and binding auto, homeowners, rental insurance for new and existing customer
- Answering general questions relating to all policies and answered billing question
- Upselling Additional insurance products to fit the customer's needs and provide profit for the company
- Worked to accommodate new and different insurance requests, as well as investigate new value opportunities to improve the reputation of the insurance agency
- Obtained underwriting approval by completing an application for coverage
- Determined the needs and financial situations of my clients by listening and scheduling fact-finding appointments
- Spent a significant amount of time with each customer, verbally reviewing and explaining documents to ensure that they were understood
- Maintained a consistent, positive attitude toward customers, peers, and other employees even in high-stress situations.
Customer Service Representative
Maximus
11.2017 - 08.2022
- Provided primary customer support to internal and external customers in a fast-paced environment
- Looked at account and service histories to see if there were any patterns, and then used the information to prevent future problems
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries
- Double-checked the data's accuracy and integrity
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Billing Resolution Specialist
State Collection Service Inc
01.2019 - 04.2022
- Applied for more than 100 payments each week
- Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties
- Contacted clients who were behind on payments to set up payment plans and discuss restructuring options
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns and consistently achieving the targeted recovery rate
- Answered 60+ calls per day Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Handled a high volume of inbound calls related to delinquent account reconciliation.
Education
Insurance and Risk Management Personal & Casualty Insurance certificate -
XCEL Solutions
Jacksonville, FL01.2023
Pharmacy Technician Certificate -
Pearl River Community College
Hattiesburg, MS01.2003
Skills
- Strong verbal communication
- Extremely organized
- Quick learner
- Conflict resolution
- Complaint resolution
- Service standard compliance
- Powerful negotiator
- Skilled in Microsoft Word and Microsoft Excel
- Client assessment and analysis
- MS Office proficiency
- Credit card processing
- Data Management
- Customer service
- Expert at providing relevant information and options for resolving problems effectively
- Great team player who thrives in high call volume environments
- Mississippi, New York, Ohio, Georgia, Illinois, Maryland, Michigan, North Carolina, South Carolina, Texas, Pennsylvania & California Personal & Casualty Insurance License
- Received 500 "exceeds expectations" ratings on performance reviews
- Completed Medicare certified training
- Completed Marketplace certified training
- Customer Service: Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts
- Completed Facs Training
- Certified in Epic through Sisters of Charity Hospital
- Completed required hours & passed exam for personal & casualty insurance license
- Resident state Mississippi
- None resident license in New York & Ohio
Timeline
Customer Sales and Service Representative
Auto Club Group AAA
08.2023 - Current
Insurance Representative
Concentrix (State Farm)
04.2022 - Current
Billing Resolution Specialist
State Collection Service Inc
01.2019 - 04.2022
Customer Service Representative
Maximus
11.2017 - 08.2022
Insurance and Risk Management Personal & Casualty Insurance certificate -
XCEL Solutions
Pharmacy Technician Certificate -
Pearl River Community College
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