Willie Toombs, Jr
Dallas,TX
Summary
Dedicated Client Success Specialist with over 20 years of experience in financial services and customer-facing roles, adept at driving client satisfaction through strategic leadership and innovative solutions. Excels in high-call volume environments and complex issue resolution, demonstrating strong analytical and communication skills. Passionate about leveraging robust problem-solving abilities to enhance the customer experience and improve service delivery processes.
Overview
21
21
years of professional experience
Work History
SR CONSULTANT
The JR Group
11.2004 - Current
- Guide clients in achieving financial goals, leveraging strong analytical skills to develop tailored plans and provide effective solutions.
- Conduct training sessions and manage client data, demonstrating strong organizational skills and attention to detail.
POLICY SERVICE REPRESENTATIVE
Hallmark Insurance
11.2023 - 07.2025
- Managed high-volume policy documents, ensuring meticulous accuracy and timely updates, adhering to strict confidentiality standards.
- Communicated effectively with stakeholders to resolve inquiries efficiently, educating clients on coverage and fostering informed decisions.
- Supported underwriting by gathering and analyzing data, demonstrating strong research and investigation skills to improve assessment accuracy.
- Streamlined policy review processes, leading to faster turnaround times and enhanced efficiency.
SERVICE AGENT
Goosehead Insurance
10.2022 - 11.2023
- Managed policy documents, ensured accuracy, and resolved client inquiries, directly contributing to improved customer satisfaction.
- Assisted underwriting with preparing assessments and educated policyholders, utilizing effective communication skills.
MORTGAGE PROCESSOR SPECIALIST
Mphasis
12.2020 - 11.2021
- Managed 40+ mortgage files, ensuring compliance and timely processing while maintaining strict accuracy and confidentiality standards.
- Analyzed financial data and proactively resolved discrepancies, exceeding service metrics.
SENIOR CSS REPRESENTATIVE
NTTA
05.2018 - 09.2019
- Led a team of 17, resolving complex customer issues and achieving departmental goals.
- Collaborated across departments to ensure effective customer concern resolution.
- Developed Standard Operating Procedures (SOPs) with QA/QC, enhancing efficiency and boosting team productivity.
- Streamlined processes, reducing resolution time and ensuring compliance.
Education
ASSOCIATE'S DEGREE - In Progress - ARTS & SCIENCE
Dallas County Community College District
02-2026
Skills
- Customer Service
- Client Service
- Active Listening
- Empathy
- Problem-Solving
- Conflict Resolution
- Time Management
- Organizational Skills
- Microsoft Applications
- Database Management Systems
- CRM Systems
- Phone Systems/Headsets
- Swiftly
- Trapeze
- Life and Health Insurance
- Financial Data Analysis
- Quality Assurance/Control
- Mentoring
Skills Expertise
- Customer Service (Expert), Client Service (Experienced), Active Listening, Empathy, Problem-Solving, Conflict Resolution, Time Management, Organizational Skills, Microsoft Applications (Experienced), Database Management Systems, CRM Systems, Phone Systems/Headsets, Swiftly
- Trapeze
- Life and Health Insurance (Experienced), Financial Data Analysis, Quality Assurance/Control (QA/QC), Mentoring
Personal Information
Title: Client Success Specialist
Timeline
POLICY SERVICE REPRESENTATIVE
Hallmark Insurance
11.2023 - 07.2025
SERVICE AGENT
Goosehead Insurance
10.2022 - 11.2023
MORTGAGE PROCESSOR SPECIALIST
Mphasis
12.2020 - 11.2021
SENIOR CSS REPRESENTATIVE
NTTA
05.2018 - 09.2019
SR CONSULTANT
The JR Group
11.2004 - Current
ASSOCIATE'S DEGREE - In Progress - ARTS & SCIENCE
Dallas County Community College District