Tyra Bell
Tampa,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Property & Casualty Insurance Professional
USAA
04.2023 - Current
- Facilitate the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members.
- Apply developing knowledge of personal lines' insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Responsible for the respective trailing documents for all states.
- Identify, evaluate and understand member needs and consistently provides complete and accurate advice and solutions, including products and services.
- Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
- Use the tools and resources available to support members with some assistance.
- Effectively operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
- Required maintenance of Property & Casualty (P&C) license and state registrations.
- Identify and handle existing and emerging risks that stem from business activities and the job role.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
- Follow written risk and compliance policies and procedures for business activities.
Retention Specialist
Charter Communication
06.2019 - Current
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints
- Learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function
- Understanding and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services
- Perform other duties as requested by supervisor.
Business Sales Consultant
OneTouch Direct
03.2017 - 06.2019
- Provided outbound sales for AT&T business customers
- Capitalize on all opportunities to expand AT&T services from mobile phones to car tracking for company vehicles
- Consistently provided a great customer experience
- Understanding and consistently demonstrate proficiency at explaining all products
- Create and rebuild product orders proficiently
- Process payments for mobile bills and device payoffs
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
Education
No Degree - Liberal Arts And General Studies
Hillsborough Community College
Tampa, FLAP Human Geography, AP Government, AP Biology Gifted English, Honors Geometry, Honors Algebra, Honors English -
H. B. Plant High School
06.2013
Skills
- Good Telephone Etiquette
- Analytical Thinking
- Organizational Skills
- Written Communication
- Time Management
- Problem-Solving
- Research
- Data Entry
- Organization
- Social Perceptiveness
Accomplishments
- Top Performer Award
- Most Improved Award
Certification
Florida 2-20 Property and Casualty General Lines Agent License
Languages
English
Full Professional
Timeline
Property & Casualty Insurance Professional
USAA
04.2023 - Current
Retention Specialist
Charter Communication
06.2019 - Current
Business Sales Consultant
OneTouch Direct
03.2017 - 06.2019
No Degree - Liberal Arts And General Studies
Hillsborough Community College
AP Human Geography, AP Government, AP Biology Gifted English, Honors Geometry, Honors Algebra, Honors English -
H. B. Plant High School
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