Tonya Cockrell
Fort Worth,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Remote Unlicensed Insurance Agent
MSI
03.2025 - 11.2025
- Assisted clients in understanding insurance products and coverage options.
- Conducted thorough needs assessments to recommend appropriate insurance solutions.
- Processed client applications and managed documentation efficiently.
- Developed knowledge of industry regulations and compliance standards.
- Supported team in maintaining accurate client records and databases.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Participated in training programs to enhance product knowledge and sales techniques.
- Built strong relationships with clients through consistent communication and excellent customer service.
Member Care Representative
Texas Trust Credit Union
01.2024 - 03.2025
- Assisted members with account inquiries, transactions, and product offerings to enhance customer satisfaction.
- Resolved member issues efficiently through effective communication and problem-solving techniques.
- Educated members on services and products, fostering informed decision-making regarding financial options.
- Maintained accurate member records using CRM systems to ensure data integrity and compliance.
- Participated in training sessions to enhance product knowledge and improve service delivery skills across the team.
- Handled sensitive customer information securely, adhering to company privacy policies at all times.
- Maintained a calm demeanor under pressure while working to resolve challenging issues faced by customers.
- Reduced call wait times by efficiently managing high call volumes and prioritizing urgent cases.
Customer Service Representative and Mentor
US Bank
02.2020 - 12.2024
- Assisted customers with account inquiries and transaction issues, ensuring timely resolution.
- Provided accurate information regarding banking products and services to enhance customer experience.
- Resolved complex customer complaints through effective communication and problem-solving techniques.
- Trained new staff on customer service protocols and best practices to improve team efficiency.
- 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.
Education
High School Diploma -
James Lick High School
San Jose, CA06-1994
Skills
- Customer service
- Professionalism and ethics
- Quotes and sales
- Customer follow-up
- Client relations
- New client acquisition
- Client account management
- Data entry
- Relationship building
- Critical thinking
- Policy Knowledge
- Customer billing
- Customer complaint resolution
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Fishing
Cooking
Community Outreach
Wolves
Music
Timeline
Remote Unlicensed Insurance Agent
MSI
03.2025 - 11.2025
Member Care Representative
Texas Trust Credit Union
01.2024 - 03.2025
Customer Service Representative and Mentor
US Bank
02.2020 - 12.2024
High School Diploma -
James Lick High School