Yashica K Jenkins
Tampa,FL
Summary
A proven problem solver with great time management skills.
Creates and implements team building activities and ideas.
Team contributor, multi-tasks well, and high-quality producer in a fast-paced environment, and remains quality and growth oriented.
Communicates well visually or verbally.
Uses guidelines to provide accurate information to customers.
Works very well as a team member as well as being dependable and reliable.
Organized and dependable.
Successful at managing multiple projects with a positive attitude simultaneously with a high degree of accuracy.
Willingness to take on added responsibilities to meet team goals.
Customer-focused with training in the Specialty Department for chat and Processing Department.
Overview
11
11
years of professional experience
Work History
Specialist Chat/Processing
Progressive Insurance Company
04.2016 - Current
- Handles both single and double chats from multiple states Progressive offers coverage in
- Handles Special Lines product chats, new sales quote chats and all specialty state chats
- Provides policy reviews for customers to help find savings on policy the premiums
- Assists customers with midterm policy changes
- Guides customers through their policies online, to make changes, locate documents, view billing and payments
- Practices effective time management skills by being able to multi chat/double chat to help chat service levels and better assist our customers
- Assisted new hires and new team members with becoming acclimated to our team, answering their questions, and providing guidance in the team chat
- Currently a member of the Team Engagement Team
- Schedules the meetings and huddles for the team as well as the Spirit Team
- Formally responsible for gathering and submitting the monthly compliments/Kudos for the team
- Has experience in leading, and assisting team projects and team activities, to help build a rapport amongst the team members
- Trained team members on using Outlook and Teams as well as how to schedule meetings with our supervisor
Customer Care/Collections Agent I
HSBC Mortgage Services Inc
06.2015 - 04.2016
- Handled inbound customer calls in a contact center environment regarding customers' mortgage loan accounts
- Provided high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact
- Listened to the customer and established needs to offer relevant resolutions and payment plans with assisting the customer to back on track with their mortgage payments
- Took ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
- Was responsible for achieving individual targets and/or incentives goals while maintaining quality and compliance
- Accepted payments via the phone for customers, be it a one-time payment, or pay plans to assist the customer with bringing their mortgage accounts up to date
- Strictly adhered to Federal CFPB, KYC, & AML compliance, regulations, and guidelines amongst several other federal regulations
Customer Service Professional III
Tampa Electric Company
06.2013 - 02.2015
- Handled inbound calls from customers, placed new service turn-on orders, transfer orders of service, and disconnection service order requests
- Dispatched service orders out into the field to restore customers' electric service
- Assisted customers with any billing issues, provided payment location information, as well as providing other payment options such as VRU, or web payments
- Verified payment receipt information and documented accounts accordingly
- Escalated billing disputes on customers' behalf, based upon company guidelines and maximum monetary thresholds
- Worked closely with city, county, and state agencies in regard to customer complaints, concerns and FCC laws and guidelines
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assisted a large volume of customers every day with positive attitude and focus on customer satisfaction
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 150-175+ customers each day
- Answered customer telephone calls promptly to avoid on-hold wait times
Education
Administration - Business Marketing Studies
Strayer University
Skills
- Problem Resolution
- Customer Support
- Insurance Processing
- Customer Satisfaction
- Customer Interaction
- Insurance Terminology
- Microsoft Office
- Insurance Coverage Limits
- Insurance Industry Experience
- Continuous Improvement Process
- Policy Modification
- Cancellation Notifications
- Policy and Procedure Explanations
Accomplishments
03/2023, Rising Star Reward recipient in the Specialty Chat Department.
Timeline
Specialist Chat/Processing
Progressive Insurance Company
04.2016 - Current
Customer Care/Collections Agent I
HSBC Mortgage Services Inc
06.2015 - 04.2016
Customer Service Professional III
Tampa Electric Company
06.2013 - 02.2015
Administration - Business Marketing Studies
Strayer University
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