Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
References
Timeline
Generic

Yolanda Rumph

Port Orange,FL

Summary

Results- driven Customer Success professional with over 10 years of experience in customer service, account management and team supervision. Proven track record of enhancing customer satisfaction and retention through proactive engagement and strategic problem-solving. Adept at building strong client relationships and delivering exceptional support to ensure customer success and loyalty.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Office Manager

GEICO
Daytona Beach, FL
02.2018 - 06.2024
  • Navigate through 5 applications daily dealing with service, sales and management tools
  • Delegate over 300+ plus insurance leads to staff on a daily/weekly basis
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Developed effective communication strategies between departments within the organization.
  • Provided training to new hires on office policies and procedures.
  • Managed on average 8 employees a day
  • Created a PTO and benefits system to ensure all requests were handled effectively and in a timely manner.
  • Coached and trained staff on insurance compliances that lead to a 35% increase in overall sales production.
  • Prepared agendas for board meetings along with taking minutes during sessions.
  • Drove the office to improve insurance quality call audits by 50%.
  • Elevated customer satisfaction ratings by promptly resolving client and case issues.

Sales Agent

GEICO
Daytona Beach , FL
09.2016 - 02.2018
  • Generated leads through cold calling, online searches, and referrals from existing clients.
  • Resolved customer complaints promptly and effectively.
  • Helped increase Auto Sale production from 175 sales a month on avg to 315 sales on avg.
  • Attended meetings with current and prospective customers to discuss their business needs.
  • Identified opportunities for cross-selling additional products and services.
  • Ensured compliance with company policies and procedures at all times.
  • Maintained accurate records of all sales activities in the company's CRM system.
  • Continuously met sales goals via strategic prospecting.

Account Broker

Total Quality Logistics Inc.
Daytona Beach, FL
02.2016 - 09.2016
  • Created reports on freight costs, delivery timelines, invoices and other related information.
  • Responded quickly to customer inquiries about order status or changes in schedules.
  • Made on average 100 outbound calls daily to prospects and follow up call channels for existing customers.
  • Reviewed regulatory changes affecting the securities industry.
  • Acted as buyer or seller representative when arranging sales.
  • Maintained strict compliance with industry regulations and ethical standards to protect clients and ensure transparency.
  • Identified new business opportunities by researching current market developments.

Sales Clerk

Charolette Russe
Daytona Beach, FL
08.2015 - 08.2016
  • Greeted customers and responded to inquiries in a professional manner.
  • Checked out customers quickly but accurately ensuring all items are scanned properly.
  • Provided excellent customer service by assisting customers with product selection, answers to questions, and handling complaints or issues.
  • Responded promptly to customer inquiries regarding product availability or pricing information.
  • Ensured that product displays were organized, clean and attractive at all times.
  • Processed sales transactions accurately and efficiently utilizing POS systems.
  • Was able to increase credit card and program sign ups by 5% with building customer rapport and knowledge on the benefits that are unique to each customers needs.

Education

Some College (No Degree) - Criminal Justice

Bethune - Cookman University
Daytona Beach, FL

Skills

  • Office Adminstration
  • Client Relationship building
  • Office Management
  • Account Retention & Management
  • Team training & Development
  • Operations & Workforce Management
  • Strategic Planning
  • Conflict Management
  • Data Analysis & Reporting
  • Communication Skills
  • Computer literate
  • Adaptability
  • Problem Solving
  • Customer Centric Mindset
  • Creativity
  • Data Analysis
  • Client relationship building
  • Compliance Monitoring
  • Sales Management
  • Marketing
  • Customer Service
  • Public Speaking

Accomplishments

  • Awarded for breaking 4 year old office record for auto sales in June of 2017
  • Promoted to Office Manager for GEICO in February of 2018
  • Nominated and Won Top GEICO Local Office for overall performance in December 2020,2021, 2022 and 2023
  • Nominated and Won Top Boat sales in the region in year 2023
  • Was recognized for being in the top 5% managers for insurance quality calls from 2020-2024

Certification

  • 440 Insurance License, September 2016

Affiliations

  • Assistant Volunteer Coach at the local YMCA and Rec center for youth basketball, soccer and baseball.
  • Help Aid real-time feedback on two children's Book
  • Breast Cancer Walk every October with the local community

References

References available upon request.

Timeline

Office Manager

GEICO
02.2018 - 06.2024

Sales Agent

GEICO
09.2016 - 02.2018

Account Broker

Total Quality Logistics Inc.
02.2016 - 09.2016

Sales Clerk

Charolette Russe
08.2015 - 08.2016

Some College (No Degree) - Criminal Justice

Bethune - Cookman University

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Yolanda Rumph