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
10
10
years of professional experience
Work History
Specialist Chat/Processing
Progressive Insurance Company
Tampa, FL
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 where to 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 was 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
Brandon, FL
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
Tampa Electric Company
Tampa, FL
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 regards 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.
- Helped 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 150-200 customers each day.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Administration, Business Marketing Studies
Strayer University
Skills
- Problem Resolution
- Data Input
- 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
March 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
Tampa Electric Company
06.2013 - 02.2015
Administration, Business Marketing Studies
Strayer University