TESHIRA TURNER
Acworth,GA
Summary
Insurance customer service representative with 2.5 years of experience in managing auto policies, processing endorsements, and facilitating claims. Achieved a 98% customer satisfaction score through effective de-escalation of tense situations. Aiming to utilize industry expertise to enhance policyholder retention and operational efficiency.
Overview
1
1
Certification
14
14
years of professional experience
Work History
CSR Agent
Jerry Insurance Agency
11.2023 - Current
- Handled an average of 180 inbound calls while maintaining an average of 100% CSAT scores monthly
- Answered calls, emails and chat to process auto endorsements, renewals and payments using CRM system and Front
- Maintained policy retention and sales by effectively de-escalating high-stress situations for policyholders
- Guided clients on policy features, benefits, and coverage options tailored to each customer's state
- Processed new auto insurance policies for several different auto insurance companies across all 50 states
- Generated premium finance quotes, updated policy schedules, and issued auto ID cards and certificates of insurance
- Assessed risk and ensured accurate premium pricing by verifying driver records (MVRs) and loss runs during underwriting process
Administrative Assistant
Thomas Eye Group
Sandy Springs, USA
10.2019 - 07.2023
- Oversaw daily operations and patient interactions at a leading eye care facility, contributing to a welcoming and efficient environment.
- Managed and organized patient schedules and appointments efficiently at a leading eye care facility.
- Coordinated communication between medical staff and patients, ensuring timely and accurate information exchange to improve patient satisfaction.
- Managed incoming calls and inquiries, delivering professional assistance that enhanced patient experience and streamlined appointment scheduling.
- Assisted in maintaining patient records using electronic health record systems.
- Supported billing department by verifying insurance and processing claims, facilitating smooth financial operations.
- Handled confidential documents in an organized fashion according to established protocol and HIPAA guidelines.
- Organized office supplies and equipment to ensure a well-functioning workspace.
- Data Entry skills for inputting new customer information, creating paper charts, and submitting CPT codes
Receptionist/BDC Rep/Sales Specialist
Jim Ellis Automotive Group
Marietta, USA
07.2016 - 10.2019
- Delivered exceptional customer service to internal and external customers, fostering positive relationships.
- Operated multi-line phone system, ensuring timely and accurate call routing to appropriate departments.
Sales Support Specialist/Customer Service Representative
The Home Depot
Kennesaw, USA
06.2013 - 07.2016
- Managed high volume of calls in fast-paced environment to provide exceptional support for sales representatives' diverse needs
- Answered customer inquiries regarding products, pricing, and availability.
- Processed customer orders, exchanges, and returns while keeping customers informed about progress to ensure satisfaction.
- Resolved complex issues and claims efficiently and effectively
- Met performance standards consistently for answer rate, handle time, and service quality.
- Facilitated timely communication between departments to resolve customer issues effectively.
- Coordinated communication between customer service representatives and warehouse staff to streamline product inventory and packaging processes. to streamline product inventory and packaging processes
- Resolved order issues by consulting with appropriate departments.
Brand Specialist
Target
Kennesaw, USA
03.2012 - 07.2013
- Manage $500 million in sales, overseeing product development, sourcing and go-to-market strategy
- Led visual merchandising for retail and shoe department, enhancing product presentation
- Coordinated with managers and colleagues to streamline team projects and merchandise clothing, shoes, accessories, resulting in improved product availability.
- Assisted customers as a cashier during peak periods, ensuring smooth operations and timely service delivery. during peak periods to support customer service and ensure smooth operations
Education
High School Diploma -
North Cobb High School
Kennesaw, GA05-2010
Skills
- Auto insurance policies
- Policy sales
- Underwriting assessment
- CRM tools
- Data management
- Customer service
- Conflict de-escalation
- Communication skills
- Multitasking
- Problem solving
- Team collaboration
- Attention to detail
Certification
- State Farm Auto IA Certification, Crawford & Company, 212525
- Google Sheets Excel, Coursera, AZRG4BSFCULL, https://coursera.org/share/8f4928e87b6fbb4b7ab5354842866775
- Property and Casualty Insurance License, Georgia Department of Insurance & Safety Fire, 3641945
Timeline
CSR Agent
Jerry Insurance Agency
11.2023 - Current
Administrative Assistant
Thomas Eye Group
10.2019 - 07.2023
Receptionist/BDC Rep/Sales Specialist
Jim Ellis Automotive Group
07.2016 - 10.2019
Sales Support Specialist/Customer Service Representative
The Home Depot
06.2013 - 07.2016
Brand Specialist
Target
03.2012 - 07.2013
High School Diploma -
North Cobb High School