Tonya Howard
Macon,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Auto Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Internet Licensed Service Agent
GEICO, Government Employees Insurance
12.2017 - 07.2023
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Contributed to increased sales revenue by upselling additional services and products when appropriate.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Documented problems and corrective actions to maintain records.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Telephone Licensed Service Agent
GEICO, Government Employees Insurance
08.2010 - 12.2017
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Training Coach and Performance Moniting Tech
GEICO
11.2014 - 05.2017
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Facilitated knowledge sharing across departments by organizing cross-functional workshops and networking events.
- Reduced time to proficiency for new hires through efficient onboarding and targeted coaching sessions.
- Identified areas of opportunity in individual performance, creating action plans for measurable improvement over time.
- Provided constructive feedback to employees, supporting their growth and development within the organization.
- Delivered engaging presentations using multimedia tools to increase comprehension of complex concepts during training sessions.
- Evaluated employee competencies, identifying gaps and providing tailored coaching solutions for improvement.
- Increased employee retention rates by fostering a supportive learning environment and addressing individual needs.
- Conducted post-training evaluations, utilizing data to refine future coaching strategies for increased effectiveness.
Claims Liability Adjuster
GEICO, Government Employees Insurance
09.2000 - 03.2006
- Managed complex claims requiring multi-faceted approaches such as subrogation recovery efforts, minimizing company exposure to financial losses.
- Managed high case volume while maintaining exceptional customer service and attention to detail.
- Reduced claim processing time through efficient investigation and documentation of claim details.
- Worked closely with underwriters to identify potential risks that may affect policy pricing or eligibility.
- Enhanced customer satisfaction by effectively managing liability claims and providing timely resolutions.
- Conducted field investigations to gather necessary information for accurate claim assessments, resulting in more accurate evaluations of damages and liabilities.
- Identified fraudulent claims by conducting thorough investigations and coordinating with law enforcement agencies.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Licensed Insurance Sales and Underwriting Agent
GEICO, Government Employees Insurance
04.1997 - 09.2000
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
- Processed customer orders quickly and accurately for timely delivery.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency''s success.
- Presented feedback to management on customer service trends and improvement areas.
- Collaborated with underwriters to develop tailored insurance solutions for clients while managing risk exposure for the company.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
Education
High School Diploma -
Central Lanier High School
Macon, GA05.1991
Skills
- Licensed Insurance Agent
- Insurance sales
- Customer Retention
- Team training and development
- CRM Tracking
- Sales Quota Achievement
- Critical Thinking
- Call Center Customer Service
- Customer follow-up
- Data Entry
- Property and Casualty Insurance
- Customer Complaint Resolution
- Policy Changes
- Auto insurance
- Customer Account Review
- Billing Inquiries
- Insurance Coverage Verification
- Licensing Requirements
- CRM Software
- Active Listening
- Problem-solving abilities
- Customer Relationship Management (CRM)
Timeline
Internet Licensed Service Agent
GEICO, Government Employees Insurance
12.2017 - 07.2023
Training Coach and Performance Moniting Tech
GEICO
11.2014 - 05.2017
Telephone Licensed Service Agent
GEICO, Government Employees Insurance
08.2010 - 12.2017
Claims Liability Adjuster
GEICO, Government Employees Insurance
09.2000 - 03.2006
Licensed Insurance Sales and Underwriting Agent
GEICO, Government Employees Insurance
04.1997 - 09.2000
High School Diploma -
Central Lanier High School
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