Tyquan Durham
Augusta,GA
Summary
Administered property and casualty insurance policies, maintaining adherence to regulatory standards while delivering exceptional service throughout the policy lifecycle.
Achieved high customer retention by conducting proactive policy reviews and providing coverage education. Resolved billing and coverage concerns to enhance client experience. Managed a high-volume book of business, processing endorsements and renewals while maintaining direct communication with underwriters and clients.
Achieved improved workflow efficiency across sales and service functions through effective team training and mentoring. Enhanced daily agency operations by fostering a culture of organization and attention to detail. Delivered reliable client-focused service in high-pressure insurance environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Licensed P&C Agent
Concentrix
04.2025 - Current
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Utilized CRM software to manage client interactions and maintain accurate records.
- Collaborated with team members to streamline processes, enhancing overall operational efficiency.
- Trained new agents on company policies and service protocols, fostering a knowledgeable team environment.
- Monitored performance metrics to identify areas for improvement and implement corrective actions.
- Developed training materials that improved onboarding experience for new employees.
- Conducted regular quality assurance checks to ensure adherence to service standards and procedures.
Insurance Specialist
WNS Global Services
07.2024 - 03.2025
- Processed and verified insurance claims for accuracy and compliance with industry standards.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
MSA
Allstate Corp
02.2024 - 06.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Increased sales revenue by developing and maintaining strong client relationships.
- Evaluated customer feedback regularly to identify areas for improvement in both product offerings and service delivery.
- Collaborated with team members to develop innovative sales approaches, fostering a competitive edge within the industry.
- Boosted sales revenue through the implementation of innovative promotional strategies and events.
- Planned and executed events and marketing programs to increase qualified leads.
- Implemented creative solutions to address unique challenges faced by clients in a variety of industries.
- Conducted market research and reported on clients' competition.
- Consulted with clients on business issues and developed innovative, high-impact proposals.
Progressive Insurance Rep
TTEC Services
07.2022 - 01.2024
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Surpassed sales goals through implementation of successful marketing strategies.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Set up and activated customer accounts.
- Updated databases with new and modified customer data.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Maintained accurate records of all insurance transactions using computer software systems.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Responded to customer inquiries and problems to promote great service.
Team Leader
Amazon Fulfilment Center
05.2021 - 06.2022
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Removed damaged products from outgoing shipments during final inspections.
- Led and complied with safety and wellbeing efforts on assigned shift.
- Analyzed existing workflows for efficiency improvements and identified cost savings measures.
- Secured resourcing for materials, equipment and personnel to meet warehouse operational needs.
- Assisted with unloading trucks upon arrival of merchandise at the loading dock area.
- Operated forklifts, pallet jacks and variety of warehouse mechanical equipment according to safe operating standards.
- Unloaded incoming products off trucks, sorted items in staging area and transported items to final storage locations.
- Facilitated communication between managers and staff regarding operational procedures and policies.
- Provided detailed instructions for job responsibilities, safety protocols and company guidelines to new employees.
- Issued supplies, materials and products to team members based on information from requisitions.
- Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
- Coordinated daily operations within the warehouse, including receiving, picking, packing, shipping, and returns processing.
- Monitored incoming shipments for quality assurance purposes and organized storage areas accordingly.
- Scanned products to provide accurate tracking using [Type] warehouse management system.
- Hired, trained and motivated warehouse staff to meet tight schedules and demanding performance targets.
- Staged and sorted products for loading.
- Completed daily document logs to track shipments and inventory.
- Maintained compliance with OSHA regulations in regards to workplace safety standards.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Reviewed production schedule, customer orders, work orders and requisitions to determine items to be moved, gathered or distributed.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Investigated discrepancies in inventory counts in order to resolve any discrepancies quickly.
- Printed accurate labels and applied to boxes, crates and containers prior to shipment.
- Set up advertising signs on shelves and counters to attract customers and promote sales.
Education
High School Diploma -
Hephzibah High School
Hephzibah, GA07.2020
Skills
- Policy Management & Servicing (Personal Lines)
- Coverage Analysis & Risk Assessment
- Quoting, Binding & Renewals
- Endorsements & Policy Changes
- Underwriting Support & Carrier Communication
- Claims Intake & Customer Guidance
- Insurance Compliance & Regulatory Knowledge
- Customer Relationship Management (CRM)
Client Retention & Account Management
Cross-Selling & Upselling Insurance Products
Needs-Based Selling
Conflict Resolution & Problem Solving
Clear Policy Explanation & Coverage Education
Agency Management Systems (AMS)
Policy Processing Software
Data Entry & Documentation Accuracy
Microsoft Office (Excel, Outlook, Word)
Quoting Platforms & Carrier Portals
Book of Business Management
Team Leadership & Staff Training
Workflow Optimization & Process Improvement
Performance Monitoring & Goal Achievement
Time Management & Multitasking in High-Volume Environments
Certification
P&C License
Accomplishments
Property And Casualty Licensed
Timeline
Licensed P&C Agent
Concentrix
04.2025 - Current
Insurance Specialist
WNS Global Services
07.2024 - 03.2025
MSA
Allstate Corp
02.2024 - 06.2024
Progressive Insurance Rep
TTEC Services
07.2022 - 01.2024
Team Leader
Amazon Fulfilment Center
05.2021 - 06.2022
High School Diploma -
Hephzibah High School