SCHERRONA V. BROWN
*** ****** ****** ***** ************, Florida 32250
904-***-**** *********@*****.***
Senior level Sales, Claims, Customer Service Rep.
Dedicated, top-performer with extensive experience, education, and knowledge of insurance claims, customer service, training, and operations. Deadline driven with practical leadership, organizational, and multi-tasking skills. Maintain a professional demeanor that projects strong client relations, discretion, flexibility, and confidentiality. Solid communication and problem-solving skills with the ability to work well under pressure in fast-paced environments. Reputation for integrity, reliability, and accountability with the initiative and drive to produce results above and beyond what is expected. Core strengths include:
Leadership & Planning
Training & Development
Negotiation & Persuasion
Conflict Resolution
Timely Follow-Up
Scheduling
Data Systems Entry
Inbound/Outbound Sales
Clear Communicator
Claims
Quality Assurance
Organizational Leadership
EMPLOYMENT HISTORY
COFA Nation; Jacksonville, FL Lead Manager, Trainer, Claims Processor 01/2018 to Present
Spearhead and manage day-to-day operations for 14 team members to include hiring, training, claims processing, scheduling, and customer service, with expertise and solid knowledge of a variety of policy types to include term, whole, educational funds, and cancer.
WEB.com; Jacksonville, FL Senior Business Consultant 2012 to 9/2017
Charged with prospecting, educating clients, pricing, and selling website development, hosting, domains, advertising, SEO, Ecommerce, pay-per-click, and marketing products within extremely high call-volume environment.
Developed, adjusted, and utilized sales scripts that increased success rate and profitability.
Assisted with the development of call center operations, quality control, and training processes.
Recognized by supervisors as the Number One Sales Consultant for two straight years.
“Top-Performer” and “Overachiever” awards for attaining unprecedented sales of 284% to goal.
Recipient of prestigious “Wall of Fame Top Performer” for excellence in customer service and job performance, consistently exceeding sales targets, and regularly completing job functions on time with exceptional accuracy.
Convergys; Jacksonville, FL Claims Examiner / Customer Service / Sales 2007 to 2011
Responsibilities included interacting with customers, providing customer service support, resolution of routine problems, claims examination, scheduling, and data systems entry.
Maintained and ensured accurate execution of operational and sales process standards.
Sears, Inc.; Jacksonville, FL Customer Service Representative 1999 to 2007
Processed telephone and mail orders via Order Management System, monitored and requested customer adjustments and check requests, performed inventory duties, followed-up on customer orders, and arranged for installations and other related services.
Credited for prospecting and securing the largest 5-year sale in department’s history.
EDUCATION & CERTIFICATIONS
Strayer University; Currently Pursuing M.B.A., Organizational Leadership
University of Phoenix; B.S., Business Administration - 2017
Six Sigma Certification (In Process)
On-going continuing education to include Customer Service, Operations, Administration, Sales Microsoft Office: Outlook, Word, Excel, PowerPoint, Publisher, Access