STEPHANIE BAKONGO

Charlotte, NC 704-***-**** ad2x4e@r.postjobfree.com linkedin.com/in/StephanieBakongo Focused on developing skills in customer service, support, and success. Obtained the IBM Customer Engagement Specialist Professional Certificate. 7+ years of experience in sales generating $500K per year in revenue have led to mastery of prospecting, negotiation, and achieving results.

RELEVANT SKILLS

7

Client • Salesforce • Interpersonal Skills • Customer Service • Client Retention • CRM Software Conflict Management • Problem-Solving & Troubleshooting • Team Leadership • Microsoft Suite • Slack EDUCATION

SUNY Old Westbury • Old Westbury, NY (05/2021)

Bachelors of Arts in Psychology

TestPro • Virtual (04/2021)

QA Engineer Certificate (Software Training Course - 48 hours)

● Utilized JIRA for bug reporting and bug tracking

● Creation of detailed test plans, test cases and test scenarios for different application modules according to functional requirements and business specifications and write SQL queries and used them to verify Backend Testing results

● Participated in Sprint Planning and provided estimates for QA tasks and participated in daily Scrum meetings and updated QA progress

PROFESSIONAL EXPERIENCE

Independent Insurance Broker • Charlotte, NC (05/2017) - Present)

● Established a pipeline of clients by using clear and empathetic communication, starting from the first phone conversation that mitigates the fear of meeting a new Insurance agent, to the final step of professionally completing enrollment face-to-face, resulting in 2-3 referrals per client.

● Assessed clients’ current plans thoroughly and with great attention-to-detail to successfully determine new plan options that covered the majority of customers' needs, saving them an average of $99-$160 per month.

● Managed over 1000 client accounts by utilizing strong organizational skills, maintaining spreadsheets to outline important follow-up and due dates to retain 70% of personal clients. Medicare Benefits Advisor • GoHealth, Inc., Charlotte, NC (07/2016) - (05/2017)

● Established long-term relationships with over 1,000 clients by building trust, genuine connections, and also by managing their information utilizing the Salesforce Crm, resulting in a 60% conversion rate every month according to the lead-to-sales % key performance indicator.

● Assembled customized plans for more than 1,000 insurance recipients over a 10-month period by conducting financial needs analyses through fact-finding and active listening techniques.

● Addressed and resolved issues regarding customers’ insurance plans by providing them with a plan that eventually saved them up to $100 per month.

Customer Service Liaison • Webuycars.com San Fernando, CA (06/2015) - (07/2016)

● Communicated between the clients and the auto recycling companies as a liaison presenting clients the opportunity to recoup funds from their inoperable vehicles, which recovered over $250,000 for clients.

● Improved profit margins through constant negotiation with clients and an auto recycling entity, increasing company profits to $150 per vehicle.

● Coordinated over 25 appointment times per day for clients via phone call and online chat, using multitasking skills, efficient communication, and time management, which exceeded the daily quota of 10 appointments and caused a 40% increase in revenue.