Customer Service Call Center
Resume:
Marketa Cattlin
Selma, AL *****
***************@*****.***
Organized Call Center Agent offering 14-year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Empathetic Call Agent with proven ability to build strong customer relationships. Caring and kind with focus on understanding and resolving customer issues.
Work Experience
FINANCIAL SALES ASSOCIATE
Allstate Insurance Company - Remote Selma, AL
June 2023- Present
•Sell financial services to individuals. •Recommend certain services such as life insurance, retirement income, investments, and long-term care insurance. •Build relationships with clients and communities. •Provide solutions for short and long-term financial goals. •Help clients achieve financial security. •Present products and services via a presentation or slideshow. •Determine clients' financial needs and areas of improvement. •Determine security risks. •Develop prospects from current commercial customers, referral leads, and sales and trade meetings.
LIFE INSURANCE AGENT
Mutual Savings - Selma, AL
March 2010 to June 2023
• Exceeded corporate quotas for monthly policy sales.• Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.• Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.• Provided coverage option information to assist clients in protecting assets.• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.• Approached potential clients by using direct marketing techniques, including mailings and phone contacts.• Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
CALL CENTER AGENT
Sykes - Montgomery, IN
February 2011 to March 2015
• Educated customers how to use company systems, complete forms and obtain desired services.• Educated customers on product and service details and information.• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.• Contributed to company achieving and holding industry-leading customer service ratings.• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.• Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
LOAN PROCESSOR
Advance America - Selma, AL
January 2009 to February 2011
• Prepared documents for underwriting by verifying client income, credit reports and other information.• Reviewed financial statements and contacted institutions and customers to clarify details.• Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.• Processed loans with various departments to ensure timely, accurate and fair proceedings.• Checked packages for appropriate documentation.• Maintained long-term relationships with customers to provide best-in-class customer service.
Education
High School Diploma
Central Christian Academy - Selma, AL
Skills
Marketing initiatives
Policy Management
Client service
New agent training call
Documentation and reporting
Call center operations
Microsoft office
Data entry
Payment processing
Call Select communication system
Answering questions
Quality assurance
Telemarketing expertise
Multi-line telephone systems
Accounts payable and receivable
Customer and client relations
Memorization and recall
Sorting and labeling
Transcription and dictation
Security awareness
Professional demeanor
Compliant resolution
Credit card processing
Analytical thinking
Customer-oriented
Self-sufficient
Strong interpersonal skills
Detail-oriented
Life insurance
Customer service
Auto Insurance
Health Insurance
Certifications and Licenses
A valid P&C license
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