Customer Service Quality Assurance

ANTHONIE ROOKARD

Chesnee, SC ***** ********.*******@*****.*** 864-***-****

SUMMARY

Results-driven professional with a proven track record in optimizing business operations and enhancing revenue streams. Demonstrated expertise in sales system development, cross-selling strategies, and efficient communication. Skilled in team management, workload balancing, and fostering collaborative environments. Accomplished in cost negotiation, customer relationship building, and delivering exceptional service experiences. Strong background in inventory management and quality assurance. Seeking to contribute dynamic skills and leadership acumen to a challenging role in a forward-thinking organization.

PROFESSIONAL SKILLS

Sales System Development

Written and Verbal Communication

Cross-Training

Car Insurance Policy Adjustments

Service Experience Delivery

Inventory Management

Customer Relationship Building

Time Management

Communication

Adaptability

Salesmanship

Cross-selling Strategies

Team Workload Balancing

Cost Negotiation

Call Handling (10 calls/hour)

Upselling and Cross-selling

Leadership

Collaboration

Efficiency

Problem-Solving

Accuracy

Quality Assurance

WORK EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE March 2019 – Present

State Farm Greenville, SC

Boosted revenue by 20% through implementing a new sales system tracking closed sales, leads, and opportunities.

Improved cross-selling ratio from 3% to 7% by fostering strong client relationships.

Streamlined information exchange between agencies through effective written and verbal communication.

Balanced team workloads with collaborative action plans, ensuring support availability when needed.

Cross-training team members to ensure 80% of the team can manage 90% of the daily tasks.

Reduced operating costs by negotiating better rates with contracted vendors.

USAA INSURANCE AGENT February 2018 – March 2019

SITEL Spartanburg, SC

Assisted members with adjusting car insurance policies and typing key points into account notes during live calls.

Achieve the company's target of a 5-minute average hold time while completing an average of 10 calls per hour.

Ensured financial security for USAA members by providing background on all services provided.

Saved members an estimated average of 25% on their car insurance policies each month.

Achieved a 100% accuracy rating for all customer service transactions.

Averaged 85% first call resolution rate during tenure.

Significantly reduced customer attrition through upselling and cross-selling promotions.

PRODUCTION ASSOCIATE March 2011 – January 2016

DISH Network Spartanburg, SC

Responded to consumer needs by sending out 2500+ units of product per day using a computerized inventory system.

Ensured all refurbished units met the company’s “Sight & Form” criteria by using a checklist to inspect the product.

Replaced all damaged software on defective units contributing to an increase in the production output of 11%.

Picked and packaged products for shipment within an average of 15 minutes per unit.

Implemented and maintained efficient inventory and warehouse processes resulting in reduction of errors and waste.

Utilized automated processes to build compliance into the product quality assurance protocol, reducing defect rate.

EDUCATION

HIGH SCHOOL DIPLOMA August 2003 - May 2007

Paul M. Dorman High School Roebuck, SC

LICENSE AND CERTIFICATIONS

RESIDENT PROPERTY AND CASUALTY INSURANCE PRODUCER February 2018 – Present

State of South Carolina

QUALITIES

Led as the top producer from 2018 to 2019, achieving outstanding results in individual sales performance.

Served a crucial role as the Office Manager in steering the team to attain top-producer status in both 2020 and 2022.

Consistently excelled in sales, progressing from individual success to significantly contributing to team achievements.

Contributed leadership insights, aiding the team's consecutive years as the leading producer in our sales territory.

Established a legacy of success by driving individual and team performance, consistently achieving top-producer status.

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