Tionna Fulgham
Suffolk,VA
Summary
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
4
4
years of post-secondary education
19
19
years of professional experience
Work History
Retention Customer Service Supervisor
GEICO
Virginia Beach, VA
05.2025 - Current
- Led and mentored a high-performing team of 15 insurance associates in a fast-paced, customer-centric environment.
- Conducted weekly coaching and personalized performance reviews, resulting in an 85% increase in team productivity and lower employee turnover.
- Monitored and evaluated team performance metrics against key performance indicators (KPIs), enhancing efficiency, customer satisfaction, and policy retention.
- Resolved complex customer inquiries and escalated claims with empathy and professionalism, maintaining compliance with state insurance regulations.
- Managed and updated daily records and operational logs, ensuring data integrity and accurate performance tracking.
- Safeguarded and kept confidential information secure, including sensitive customer profiles and proprietary company records, ensuring strict compliance with data privacy laws and company guidelines.
Licensed Insurance Agent
GEICO
Virginia Beach, VA
03.2012 - Current
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Calculated quotes and educated potential clients on insurance options.
- Recommended coverage types and amounts by analyzing customers' circumstances and employing persuasive sales techniques to enhance decision-making.
- Cultivated client relationships through active listening and effective issue resolution, resulting in improved customer satisfaction.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Assessed customer needs to deliver tailored insurance solutions, ensuring alignment with individual client requirements.
- Obtained required premium payments from clients to maintain coverage. from clients to maintain policy effectiveness. on or before the effective date of coverage.
Receptionist
The Stop Organization
Norfolk, VA
10.2008 - 10.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Addressed and resolved customer problems and complaints, enhancing client satisfaction.
- Kept reception area clean and neat to give visitors a positive first impression.
- Managed concurrent tasks to meet time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and the company.
- Assisted with onboarding new clients and securing paperwork completion.
Janitor
City Of Suffolk, Va - Municipal Government
Suffolk, VA
05.2007 - 03.2012
- Promoted a safe and pleasant environment by maintaining cleanliness in all areas of the building.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Inspected facility and grounds, removing trash and debris to enhance appearance and improve flow between spaces.
- Ensured safety by properly mixing and storing hazardous chemical cleaners in line with health standards.
Education
Diploma -
Lakeland High School
Suffolk, VA 09.1997 - 06.2001
Skills
- Client follow-up Service
- Customer Service Excellence – Escalated Problem Resolution, Client Relations, Active Listening
- Client Relations
- Account Management
- Customer
- Leadership & Coaching – Team Mentorship, Performance Reviews, KPI Management
- Operations & Data Integrity – Record Management, Database Tracking, Process Optimization
- Compliance & Risk Management – Data Privacy Laws, Policy Analysis, Confidentiality safeguard
- Data analysis
- Performance management
- Conflict resolution
- – Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)Technical Proficiency
- Customer
Timeline
Retention Customer Service Supervisor
GEICO
05.2025 - Current
Licensed Insurance Agent
GEICO
03.2012 - Current
Receptionist
The Stop Organization
10.2008 - 10.2015
Janitor
City Of Suffolk, Va - Municipal Government
05.2007 - 03.2012
Diploma -
Lakeland High School
09.1997 - 06.2001