Terri Smith
La Porte,IN
Summary
Service-oriented Customer Support Representative with 2 years of experience in contact center operations talking to customers over phone and e-mail to resolve a broad range of concerns. 15+ years as a top performing sales professional exceeding quotas and goal expectations. Team player whose motivated and enjoys helping others succeed. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
21
21
years of professional experience
Work History
Customer Support Agent
Kin Insurance
01.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries by focusing on first contact resolution.
- Assisted customers through multiple channels including phone and email platforms for increased accessibility and convenience.
- Participated in ongoing professional development to stay current with industry best practices, company policies, and product updates.
- Met or exceeded performance metrics consistently by handling a high volume of calls and emails without sacrificing quality service delivery.
- Provided mentoring and guidance to new team members for seamless integration into the customer support environment.
- Collaborated with team members and management to identify common issues and provide consistent solutions, reducing repeat concerns.
Licensed Insurance Sales Representative
SelectQuote
12.2021 - 03.2022
- Handled inbound calls, covering a range of final expense solutions which include life and ancillary products
- Possess computer proficiency with the ability to multi-task: working on multiple platforms while conversing with a client and navigating CRM system simultaneously
- Excellent communication skills and the ability to assertively recommend appropriate coverage based on product knowledge and proven sales techniques
- Currently possess a Property & Casualty and Health & Life Insurance License
- The ability to pass a background check and drug test.
Interior Designer/Sales Consultant
Baer’s Furniture
05.2013 - 01.2021
- Delivered exceptional service before, during and after sale
- Met sales quotas, frequently exceeding targets by taking advantage of upselling opportunities
- Created professional presentations using Icovia, Power point and Excel to communicate design intent and direction
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness
- Organized sales paperwork, presented proposals and finalized contracts
- Attended advanced training sessions to increase product knowledge and productivity
- Built business by hosting and attending events, launching special promotions and reaching out to local experts.
- Trained new sales associates and designers.
Event Planner/Catering Director
Cafe L' Europe
06.2003 - 03.2013
- Established working relationships with clients by organizing various events
- Achieved event goals by sourcing vendors for services and products needed to accomplish clients' vision
- Met profit margin targets by overseeing sales contracts and expenses
- Prospected for leads with cold calling, trade shows and in-person visits
- Managed every aspect of each event, including handling administrative details, responding to inquiries and distributing promotional materials
- Maintained high customer satisfaction with good conflict resolution skills and adequate employee coverage for expected demands.
Education
Business Administration And Management -
State College Of Florida, Manatee-Sarasota
Skills
- MS Office
- Multitasking abilities
- Detail-oriented
- Relationship-building
- Verbal and written communication
- Contract negotiation
- Teamwork and Collaboration
- Problem-solving abilities
Accomplishments
Member of the elite Million Dollar President's Club and top 5% in the company first year in the furniture industry.
Timeline
Customer Support Agent
Kin Insurance
01.2023 - Current
Licensed Insurance Sales Representative
SelectQuote
12.2021 - 03.2022
Interior Designer/Sales Consultant
Baer’s Furniture
05.2013 - 01.2021
Event Planner/Catering Director
Cafe L' Europe
06.2003 - 03.2013
Business Administration And Management -
State College Of Florida, Manatee-Sarasota
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