Victoria Caston
Geico
Lakeland,FL
12
years of professional experience
Proven leader in customer relations and project management, excelling in roles at Geico and other notable companies. Expertise in EDGE Troubleshooting and a track record of enhancing customer satisfaction and retention. Demonstrates exceptional organizational skills and a commitment to streamlining operations for peak efficiency.
Work History
Service Representative IV
3 Years 4 Months- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Accepted payments and updated accounts with latest information.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
Hybrid Service Representative IV
7 Months- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
Service/Underwriting Resolution Agent
1 Year 11 Months- Troubleshooting 20+ policies per day.
- In-bound & Outbound Telephone Calls/Assisting Systems Dept.
- 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.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency's success.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Handling multiple projects/Edge/Drive Easy/Internet Security
Customer Service Associate/Barista
2 Years 7 Months- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Prepared customer orders/coffee/specialty drinks/food.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Trained new personnel regarding company operations, policies and services.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Cleaning/Sanitizing
Service Representative
1 Year 1 Month- In-bound & Outbound Telephone Calls
- Selling Products
- Processing payments
Shift Leader/Management/Cashier
5 Years 9 Months- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Set up new sales displays each week with fresh merchandise.
Education
Associate of Arts
High School Diploma
Skills
EDGE Troubleshooting
Customer Support
Customer Relations
Database Maintenance
Organization
Accounting
Inventory
Project Management
Problem Solving
Store Management
Computer Literacy
License
20-44 Personal Lines
Timeline
Hybrid Service Representative IV
Geico
05.2023 - 12.2023Read More
Service Representative IV
Geico
04.2023 - CurrentRead More
Service/Underwriting Resolution Agent
Geico
04.2021 - 03.2023Read More
Service Representative
Geico
03.2020 - 04.2021Read More
Customer Service Associate/Barista
Wawa
10.2018 - 05.2021Read More
Shift Leader/Management/Cashier
Save-A-Lot
06.2014 - 03.2020Read More
Lake Gibson Senior High School
High School Diploma
Read More
Polk State College
Associate of Arts
Read More