Tona Taylor
Richmond,VA
Summary
Accomplished Broker Service Concierge Representative at Anthem, adept in customer service and strategic planning, enhanced client trust through exceptional service and relationship building. Excelled in coaching, mentoring, and compliance, significantly improving team performance and customer satisfaction. Skilled in Microsoft Office and critical thinking, consistently exceeded performance metrics, demonstrating a profound impact on operational success.
Overview
11
11
years of professional experience
Work History
Broker Service Concierge Representative
Anthem
06.2017 - Current
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Cross trained many representatives, new hires and management.
- Responsible for providing operational expertise, as a single point of service contact for all post sale service issues ( e.g. calls for claims, benefits, enrollments, specialty, billing, pharmacy to top tier Elite contacts ( Brokera, general agents, agencies etc.) and account management.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
- Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.
- Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Recorded supporting documentation for phone calls and written correspondence.
Customer Service Representative
Virginia Retirement System
10.2016 - 06.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Emblem Health Insurance
09.2014 - 06.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
National Grid
10.2013 - 09.2014
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate Degree In Liberal Arts - Liberal Arts And Sciences
Nassau Community College
Garden City, NY05.2003
Skills
- Workplace training
- Compliance requirements
- Documentation expertise
- Documentation abilities
- Insurance understanding
- Decision-Making
- Customer Service
- Team Collaboration
- Strategic Planning
- Customer Needs Assessment
- Computer Skills
- Relationship Building
- Microsoft Office
- Critical Thinking
- Team Leadership
- Service Sales
- Documentation
- Data Verification
- Coaching and Mentoring
- Know Your Customer
Timeline
Broker Service Concierge Representative
Anthem
06.2017 - Current
Customer Service Representative
Virginia Retirement System
10.2016 - 06.2017
Customer Service Representative
Emblem Health Insurance
09.2014 - 06.2016
Customer Service Representative
National Grid
10.2013 - 09.2014
Associate Degree In Liberal Arts - Liberal Arts And Sciences
Nassau Community College
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