Tirara Barnes
Atlanta,GA
Summary
Business professional with extensive experience in sales, customer service, prospecting and lead generation. Seeks a position offering new challenges and opportunities for career growth and advancement. Service-oriented insurance agent who delivers high quality customer service by accurately assessing client needs and recommending the most useful policies and products. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Retention Specialist
RUI usa
Alpharetta, GA, US
08.2024 - Current
- Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
- Managed a high volume of incoming calls, emails, and chats from remote customers, consistently meeting or exceeding performance metrics
- Demonstrated strong problem-solving skills by effectively troubleshooting technical issues for remote customers and providing accurate solutions
- Maintained detailed records of customer interactions and transactions using CRM software, ensuring accurate documentation for future reference
- Collaborated with cross-functional teams to escalate complex customer issues and ensure prompt resolution
- Adapted quickly to new technologies and software platforms used for remote customer support
- Developed a deep understanding of products/services offered to provide knowledgeable assistance to remote customers
- Built rapport with remote customers by actively listening to their concerns and empathizing with their situations
- Effectively communicated product updates, promotions, and policies to remote customers through various channels (phone, email, chat)
- Assisted in training new team members on company policies/procedures related to remote customer service operations
- Achieved 95% average first-call resolution rate by efficiently addressing the needs of remote customers during initial contact
- Resolved an average of 15+ escalated cases per day from dissatisfied clients resulting in 60% increase in overall satisfaction levels
- Identified opportunities for process improvement within the customer service department based on feedback received from remote customers
- Achieved average of 90% save rate
Parent Teacher
Parent Teacher Student Association
Atlanta, GA, US
08.2018 - Current
- I work with families, students, teachers, administrators, and business and community leaders and I am devoted to the educational success of children and the promotion of family engagement in schools
- Volunteered within educational settings.
- Facilitated student engagement by reading and distributing tasks with teachers.
- Coordinated and managed various schoolwide events.
- I encourage and meditate between teacher, student and parent relationships
- I work with the faculty to enhance the school environment and improve student achievement
- Collaborated with children to address and improve behavioral challenges.
- Collaborated with elementary, middle, and high school students to foster academic growth and personal development.
Customer Service Representative 2 (CSR)
Bakkt
Alpharetta, GA, US
11.2022 - 06.2024
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines
- Billing issues
- Fraud management
- Product feature inquiries
- Resolving username and password difficulties
- Troubleshooting application and web browser issues
- Navigating customers through various apps
- Data back-up, sharing & synchronization troubleshooting
- Verifying proper hardware and software configuration and set up
- Diagnosing and resolving issues including internet connectivity, email, application downloads, and more
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
- Collaborated with cross-functional teams to identify and resolve complex technical issues
- Performed remote diagnostics to identify root causes of technical problems and implemented appropriate solutions
Collections Specialist
American Honda Finance Corporation
Alpharetta, GA, US
07.2022 - 11.2022
- Auto Dialer collections- make outbound and receive inbound calls on accounts that are 2-29 days past due and assist customers with bringing their accounts current
- Successfully assist customers with their accounts needs
- Payments etc
- Investigated and resolved discrepancies between customer payments and invoices, ensuring accurate account reconciliation
- Conducted regular meetings with sales representatives to address outstanding payment issues and provide updates on collections efforts
- Managed relationships with third-party collection agencies, ensuring compliance with company policies and legal requirements
- Collaborated with credit analysts to evaluate the financial stability of customers and make informed decisions on credit terms
- Developed strategies to minimize bad debt write-offs through effective risk assessment and credit control
- Developed and maintained relationships with key clients, facilitating prompt resolution of payment issues and minimizing bad debt write-offs
- Utilized accounting software to track and monitor accounts receivable aging, identifying high-risk accounts for immediate attention
- Negotiated payment plans with delinquent customers, successfully recovering XX% of outstanding balances
- Implemented an efficient collections process, resulting in a XX% reduction in overdue payments
- Collaborated with sales team to resolve billing discrepancies and disputes, improving customer satisfaction and reducing payment delays
Customer Advocate
Delta Dental Ins.
Alpharetta, GA, US
11.2021 - 07.2022
- Researching and responding to customers by telephone, electronic or written inquiries and providing excellent service to customers with information regarding basic eligibility, benefits and claims status with emphasis on customer retention
- Responds to basic telephone, electronic, written inquiries from dental or vision professionals, groups, subscribers and brokers or customers
- Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic and written inquiries
- Communicates basic eligibility, benefits and claims status and forward specific inquiries as directed for priority resolution
- Accurately completes online, hard copy forms and route to the appropriate department
- Documents each customer encounter or resolution in the appropriate computer tracking system
- Obtains pertinent patient demographics and documents this information in a patient database when required
- Provides information for subscribers such as questions pertaining to insurance, billing, claims or eligibility
- Identifies, reports and documents system discrepancies
- Meets and maintains production standards, counts and inquiry response turnaround
- Provided exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner
- Maintained a high level of professionalism and empathy while interacting with customers to ensure their satisfaction
- Effectively communicated product information, policies, and procedures to customers to address their concerns and provide accurate solutions
- Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information
- Resolved XX% of customer issues on the first contact by utilizing extensive product knowledge and problem-solving skills
- Collaborated with cross-functional teams including sales, technical support, and billing departments to resolve complex customer problems
- Assisted in training new customer care advocates on company policies, procedures, products/services knowledge, and effective communication techniques
- Developed strong relationships with key clients by providing personalized attention tailored to their specific needs
- Assisted in developing FAQs (Frequently Asked Questions) documentations that helped reduce repetitive inquiries from customers
- Recognized as top-performing advocate based on consistently exceeding monthly performance targets
- Collaborated with the marketing department on campaigns targeting existing customers to promote loyalty programs or special offers
- Assisted in the implementation of new customer care software, resulting in improved efficiency and reduced response times
- Collaborated with product development teams to provide insights from customer feedback for future product enhancements
- Maintained up-to-date knowledge of company products, services, promotions, and policies to provide accurate information to customers
Administrative Assistant/Customer Service Representative
US Staffing Agency
08.2021 - 07.2022
- Handled phones and faxes
- Monitored office supplies
- Responded to emails/faxes
- Composed Financial reports
- Input invoices into Quickbooks
- Provided assistance to clients
- Maintained up-to-date knowledge of customer accounts
- Assisted customers in person
- Operated the cash drawer
- Provided excellent technical support
Call Center Representative/Team Lead
Response Mine Interactive
Atlanta, GA, US
12.2019 - 06.2021
- Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem-solving
- Politely assisted customers over the phone
- I obtained excellent customer service satisfaction
- Followed up with customers on unresolved issues
- Addressed an average of 300 customer inquiries and complaints each week
- Help train new representatives and help develop current representatives
- Efficiently and effectively developed training manuals
- Efficiently and effectively address areas of improvement with all Staff
Telemarketer
Allstate Insurance
Atlanta, GA, US
08.2019 - 12.2019
- Generated leads and secured sales through outbound telemarketing calls
- Effectively communicated product features, benefits, and pricing to potential customers
- Consistently met or exceeded monthly sales targets by closing 30% of leads
- Built rapport with customers to establish trust and credibility
- Collaborated with the marketing team to develop targeted call scripts for different products or campaigns
- Participated in ongoing training sessions to enhance product knowledge and improve selling techniques
- Maintained accurate documentation of all call activities, including lead status updates and call outcomes
- Identified customer needs and provided tailored solutions to maximize sales opportunities
- Utilized CRM software to track customer information, update records, and schedule follow-up calls
- Handled objections professionally and effectively converted hesitant prospects into satisfied customers
- Managed a high volume of calls daily while maintaining quality customer interactions
- Contributed ideas for improving sales strategies based on customer feedback trends observed during calls
- Provided excellent customer service by promptly addressing inquiries, resolving issues, or escalating concerns as needed
- Worked collaboratively with team members to achieve departmental goals
- Adhered to company policies and procedures regarding ethical telemarketing practices
- Implemented effective time management techniques to maximize productivity during calling hours
- Served as a brand ambassador by representing the company's values and mission over the phone
- Developed relationships with repeat customers through regular check-ins and upselling opportunities
- Increased conversion rates by implementing personalized follow-up strategies after initial contact
Licensed Insurance Agent
Allstate Insurance
Atlanta, GA, US
05.2017 - 08.2019
- Sale and provide customer service to potential and existing customers
- Analyzed insurance policies and coverage options to ensure clients had appropriate levels of protection
- Generated new business by prospecting and cold calling potential clients, resulting in a XX% increase in client base
- Provided personalized insurance solutions to clients based on their individual needs and risk profiles
- Developed and maintained strong relationships with clients, earning a XX% client retention rate
- Processed policy changes, endorsements, cancellations, and renewals accurately and efficiently
- Stayed up-to-date with industry trends, regulations, and product offerings through continuous professional development activities
- Utilized CRM software to track leads, manage client information, and follow up on sales opportunities
- Participated in networking events and community outreach programs to expand referral network
- Assisted customers with claims processes by gathering necessary documentation and facilitating communication between the insured party and the insurer
- Negotiated claim settlements within established authority limits while ensuring customer satisfaction
- Achieved monthly sales targets consistently by effectively cross-selling additional insurance products to existing clients
Associate Agent
Nationwide Mutual Insurance Company
Jonesboro, GA, US
12.2016 - 05.2017
- Sale auto home insurance and life
- Conducted market research and analysis to identify investment opportunities for clients
- Assisted senior agents in managing client portfolios, ensuring timely and accurate execution of trades
- Collaborated with team members to develop customized investment strategies based on client goals and risk tolerance
- Maintained strong relationships with clients, addressing inquiries and concerns promptly and professionally
- Managed administrative tasks such as account opening, document preparation, and record keeping
- Achieved XX% increase in client satisfaction scores through proactive communication and personalized service
- Served as a liaison between clients and internal departments to facilitate smooth execution of transactions
- Nurtured relationships with key stakeholders including brokers, custodians, fund managers etc
- Assisted in the preparation and delivery of client presentations, ensuring clear communication of investment strategies
- Provided support during client onboarding process, including completion of necessary documentation and insurance procedures
Customer Service Representative
AAA
Atlanta, GA, US
01.2016 - 11.2016
Licensed Insurance Customer Service Representative
GEICO
Macon, GA, US
08.2013 - 09.2015
- Obtained a insurance license for the following states; Georgia, Missouri, Wisconsin and Mississippi
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Answered a constant flow of customer calls with up to 50 calls in queue per minute
- Defused volatile customer situations calmly and courteously
- Collected all premiums on or before effective date of coverage
- Calculated quotes and educated potential clients on insurance options
- Followed up with customers on unresolved issues
- Addressed an average of 300 customer inquiries and complaints each week
- Reported policy changes and company conditions affecting customer satisfaction
- Conducted annual reviews of existing policies to update information
- Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information
- Politely assisted customers over the phone
- I obtained excellent customer service satisfaction
Front End Customer Service/uscan Attendant
Kroger
Atlanta, GA, US
06.2006 - 03.2011
- Managed customer flow and backed up lines to reduce checkout wait time
- Processed monetary transactions with cash, checks, gift certificates, travelers' checks, food stamps, coupons and store credit
- Maintain clean, neat and properly stocked check stand area
- 7 years retail experience
- Set up advertising signs and displays on shelves, counters and tables
- Assisted guests with finding items
- Addressed guest concerns and resolved all issues to guests' satisfaction
- Established and maintained a positive work environment
- Maintained an atmosphere of enthusiastic customer service
- Processed credit cards, checks, gift cards and coupons
- Offered product samples, answered questions and helped customers find items
- Politely assisted customers in person and via telephone
- Communicated with vendors regarding back order availability, future inventory and special orders
- Described product to customers and accurately explained details and care of merchandise
- Greeted customers entering the store to ascertain what each customer wanted or needed
Education
Bachelor’s Degree - Psychology
Fort Valley State University
Fort Valley, GABachelor's degree - Applied Behavior Analysis
Grand Canyon University
Associate's degree - Business
I.B.M.C
Erie, PA08.2022
High school diploma -
Tri cities high school
East Point, GA05.2009
Skills
- Microsoft Word
- Phone Etiquette
- Organizational skills
- Call Center
- Microsoft Office
- Telemarketing
- Customer service
- Administrative Experience
- Customer support
- Experience Working With Students
- CRM software
- Customer Service
- Cold calling
- Communication Skills
- Basic Math
- Sales Experience
- Cash register
- Cash handling
- Auto Insurance
- Math
- Sales
- Writing skills
- Typing
- Time management
- Insurance Sales
Certification
- Property & Casualty License, July 2011 to July 2028
- Driver's License, July 2011 to July 2028
Assessments
- Supervisory skills: Motivating & assessing employees, Proficient, 12/01/24
- Customer focus & orientation, Proficient, 05/01/24
- Call center customer service, Proficient, 06/01/24
- Administrative assistant/receptionist, Proficient, 10/01/24
- Customer service, Proficient, 06/01/24
- Sales skills, Proficient, 07/01/24
Timeline
Retention Specialist
RUI usa
08.2024 - Current
Customer Service Representative 2 (CSR)
Bakkt
11.2022 - 06.2024
Collections Specialist
American Honda Finance Corporation
07.2022 - 11.2022
Customer Advocate
Delta Dental Ins.
11.2021 - 07.2022
Administrative Assistant/Customer Service Representative
US Staffing Agency
08.2021 - 07.2022
Call Center Representative/Team Lead
Response Mine Interactive
12.2019 - 06.2021
Telemarketer
Allstate Insurance
08.2019 - 12.2019
Parent Teacher
Parent Teacher Student Association
08.2018 - Current
Licensed Insurance Agent
Allstate Insurance
05.2017 - 08.2019
Associate Agent
Nationwide Mutual Insurance Company
12.2016 - 05.2017
Customer Service Representative
AAA
01.2016 - 11.2016
Licensed Insurance Customer Service Representative
GEICO
08.2013 - 09.2015
Front End Customer Service/uscan Attendant
Kroger
06.2006 - 03.2011
Associate's degree - Business
I.B.M.C
Bachelor’s Degree - Psychology
Fort Valley State University
Bachelor's degree - Applied Behavior Analysis
Grand Canyon University
High school diploma -
Tri cities high school