Zyria Johnson
Fort Worth,TX
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings, alone or partnered.
Overview
9
9
years of professional experience
Work History
Commercial Lines Customer Service Agent
Goosehead Insurance Agency
Westlake, TX
10.2022 - Current
- Gathered new business applications, reviewed for accuracy and completeness, and submitted to underwriting.
- Handled incoming calls from agents regarding policy changes, cancellations or renewals of coverage.
- Maintained accurate records in the agency management system database for all customer information.
- Researched policy issues using company guidelines to resolve customer complaints.
- Performed daily quality assurance check on all documents prior to submitting them for processing.
- Prepared various reports such as loss runs, claims history reports, renewal lists and other requests from clients.
- Worked closely with producers and underwriters in order to provide excellent customer service to our clients.
- Generated certificates of insurance upon request from customers or their brokers.
- Responded promptly to emails sent by customers concerning their policies.
- Assisted customers in filing claims through the carrier's online portal.
- Coordinated with outside agencies such as banks or third-party vendors when necessary.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed detailed inspections of incoming materials, ensuring they met the required standards.
- Monitored production processes to identify potential areas of improvement.
- Conducted root cause analysis of product defects and identified corrective actions.
- Tracked quality metrics such as defect rates, scrap rates and rework percentages.
Assistant Store Manager
Avis Budget Group
Fort Worth, TX
03.2018 - Current
- Engaged with customers to effectively build rapport and lasting relationships
- Tracked stock using company inventory management software
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Applied customer feedback to develop process improvements and support long-term business needs
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Maintained excellent condition of vehicles through re-fueling, cleaning and repairing
- Entered numerical data into databases with speed and accuracy using 10-key pad
- Scanned documents and saved in database to keep records of essential organizational information
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered
- Managed end-to-end management of transactions, financial records, and support
Front End Supervisor
Ross Dress For Less
Denton, TX
04.2016 - 03.2018
- Helped customers complete purchases, locate items and join reward programs
- Directed team of 6 cashiers to maximize performance and deliver exceptional service to every customer
- Mentored other store employees in customer service and assistance to help improve overall satisfaction
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Entered return codes and information into computer system
- Performed inventory of product on returns carts
- Examined and inspected stock items for defects and reported damages to supervisor
- Orchestrated re-organization of stockroom merchandise to promote successful inventory and cycle counts
Education
Associates - Visual And Performing Arts
Tarrant County College District
Fort Worth, TX12.2020
Skills
- Relationship building and management
- Systems and software programs
- Customer experience
- Sales and marketing
- Help Desk Operations
- Excellent Communication
- Type 64 WPM
- Production line operations
- Key Holder Experience
- Order Fulfillment
- International Sales Support
- Complaint Resolution
- Deadline Management
- Efficiency Improvement
- Effective prioritization
- Client assessment
- Policy Renewals
- Client Relations
- Customer follow-up
- Policy Knowledge
Skills
Excellent, Very Good, Excellent, Good, Excellent, Excellent, 64 WPM, Very Good, Excellent, Excellent, Excellent, Excellent
Timeline
Commercial Lines Customer Service Agent
Goosehead Insurance Agency
10.2022 - Current
Assistant Store Manager
Avis Budget Group
03.2018 - Current
Front End Supervisor
Ross Dress For Less
04.2016 - 03.2018
Associates - Visual And Performing Arts
Tarrant County College District
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