Tiffany Kelley
Zephyrhills,FL
Summary
Committed and professional Licensed Insurance Agent with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
7
7
years of professional experience
Work History
Internet Service Agent
GEICO, Government Employees Insurance
01.2023 - Current
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Assisted policy holder's with inquiries, resolving issues promptly and professionally via chat, text and email.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Elevated the overall customer experience by consistently delivering personalized, attentive service and addressing client needs with urgency.
Sales/Reissue PMA
GEICO, Government Employees Insurance
01.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Lead Calibration meetings to improve quality performance for all Reissue agents.
Service Support Analyst
GEICO, Government Employees Insurance
10.2019 - Current
- Managed difficult situations with professionalism while maintaining composure under pressure.
- Reduced average call handling time through effective troubleshooting techniques and clear communication.
- Implemented process improvements to optimize workflow, leading to faster case resolution times.
- Trained new insurance agents in company policies and procedures, fostering a culture of excellence within the team.
- Participated in continuous learning initiatives to stay current on new products, services, technologies related to our offerings in order to provide knowledgeable guidance when needed.
Customer Service Coach
GEICO, Government Employees Insurance
06.2019 - Current
- Maintained up-to-date knowledge of industry trends and standards, integrating this information into coaching strategies as needed.
- Conducted regular evaluations of coaching methods effectiveness, adjusting techniques as necessary to optimize outcomes.
- Created customized training materials based on individual needs assessment results for optimal skill development.
- Facilitated regular team meetings to discuss challenges, share successes, and brainstorm solutions.
- Promoted a positive company image by modeling exceptional customer service skills and behaviors during interactions with clients or colleagues.
Licensed Insurance Agent
GEICO, Government Employees Insurance
10.2017 - Current
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Achieved high client retention rates by consistently delivering exceptional service and support throughout the policy lifecycle.
Education
High School Diploma -
Moore Mickens
Dade City, FL01.2014
Skills
- New Agent Training
- Goal Oriented Approach
- Underwriting principles
- Sales strategy development
- Team training and development
- Marketing initiatives
- Customer Service
- Licensed Insurance Agent
Timeline
Internet Service Agent
GEICO, Government Employees Insurance
01.2023 - Current
Sales/Reissue PMA
GEICO, Government Employees Insurance
01.2021 - Current
Service Support Analyst
GEICO, Government Employees Insurance
10.2019 - Current
Customer Service Coach
GEICO, Government Employees Insurance
06.2019 - Current
Licensed Insurance Agent
GEICO, Government Employees Insurance
10.2017 - Current
High School Diploma -
Moore Mickens
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