Terra Y. Dean
Thornton,IL
Summary
Diligent Transporter with proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
State Farm Insurance Agency
08.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Sales Agent/Branch Manager
Oxford Auto Insurance
02.2018 - 04.2022
- Assembled data for preparation of quotes based in part on class, age, and territory.
- Developed strong relationships with clients through excellent customer service and regular follow-ups.
- Assisted call-in customers with questions and orders.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Increased sales revenue by consistently meeting and exceeding sales targets.
Customer Service Rep./Medical Transportation Driver
SCR Medical Transportation
07.2011 - 01.2018
- Provided transportation to those clients with physical and mental disabilities
- Communicated with dispatch regarding pick up and drop off.
- 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.
Assistant Manager
Payless Shoe Source
04.2009 - 12.2010
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Conducted performance evaluations and provided constructive feedback to employees.
- Established team priorities, maintained schedules and monitored performance.
Education
Some College (No Degree) - Mass Communications
Hinds Community College
Raymond, MsSkills
- Sales
- Customer Service
- Training
- Agency Management
- Finance
- Budgeting
Accomplishments
- Achieved on time deliveries by good route selection 98% with accuracy and efficiency.
- Supervised team of 10 staff members.
Certification
Illinois Department of Insurance, Licensed Casualty Producer
Hippa Certification
BBP Certification
Timeline
Customer Service Specialist
State Farm Insurance Agency
08.2022 - Current
Sales Agent/Branch Manager
Oxford Auto Insurance
02.2018 - 04.2022
Customer Service Rep./Medical Transportation Driver
SCR Medical Transportation
07.2011 - 01.2018
Assistant Manager
Payless Shoe Source
04.2009 - 12.2010
Some College (No Degree) - Mass Communications
Hinds Community College
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