Tomeka Moore
Jacksonville,FL
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication,customer service, and leadership skills.
Overview
15
15
years of professional experience
Work History
Licensed Insurance Sales Agent
Progressive
08.2022 - Current
- Built long-lasting relationships with clients through excellent communication and attentive service.
- Educated customers on policy features, benefits, and options, allowing them to make informed decisions about their coverages.
- Upsold additional endorsements after identifying customer needs and requirements.
- Assisted in training new team members on company procedures, policies, and best practices to meet and succeed sales expectations
- Sold auto, home, PWC, and other various insurance products to named insurers nationwide.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive and ethical sales techniques.
Corporate Training Supervisor
US Auto Credit
03.2021 - 06.2022
- Mentored team members to succeed and advance within department and company.
- Planned and lead training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Analyzed employee skill levels and implemented new techniques to boost staff knowledge.
- Presented training information via role playing, simulations and team exercises.
- Conducted evaluations of training courses to uncover areas in need of improvement.
- Supervised average of 20 collection representatie in the collections department, overseeing work, optimizing performance and motivating excellence.
Collections Supervisor
US Auto Credit
02.2019 - 03.2021
- Monitored performance of new and veteran collection representatives to ensure the level of service was maintained within defined parameters
- Developed monthly goals for collections representatives; prepared and delivered monthly performance evaluations in accordance with USAC policy
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Ensured monthly KPI's were met ir exceeded
- Held weekly one on one coaching/training and development sessions
- Managed strategies to hit portfolio targets, including but not limited to: training/coaching on negotiation, persuasion, call campaigns, time management and prioritization improvements.
- Took over all escalation calls and effectively communicated to end the call with a positive resolution
Collections Team Lead
Mark One Financial DBA Musa Auto
08.2009 - 02.2019
- Developed new process for employee evaluation which resulted in marked performance improvements
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Overcame objections by applying advanced training and persuasion techniques.
- Mentored new members on scripts, strategies and company information to maximize performance.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Assisted in on-going call monitoring and providing coaching and feedback to collectors to ensure collection policies and procedures are being followed and maintained.
Education
20-44 Property And Casualty License (All States)
Jacksonville, FL08.2022
High School Diploma -
FSCJ
Jacksonville, FL06.1996
Skills
- Staff Development
- Training Manual Creation
- Personal Development Sessions
- New Hire Training
- Training Program Development
- Excellent communication and negotiation skills
- Ability to prioritize and manage multiple responsibilities
- Familiarity with FDCPA
- Eighteen years experience in high volume collections/customer service call center as a member of leadership for at least 13 of those years
- Licensed Insurance Agent
Timeline
Licensed Insurance Sales Agent
Progressive
08.2022 - Current
Corporate Training Supervisor
US Auto Credit
03.2021 - 06.2022
Collections Supervisor
US Auto Credit
02.2019 - 03.2021
Collections Team Lead
Mark One Financial DBA Musa Auto
08.2009 - 02.2019
20-44 Property And Casualty License (All States)
High School Diploma -
FSCJ
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