TALINA S.

BERRY

*** *********** ******, *******, *** York 14209 716-***-**** ad4es9@r.postjobfree.com

Professional Summary

I have more than 20 years of successful experience in customer service, Team leadership as well as supervisory duties. I have recognized strengths as a Personal Injury Professional, auto claims adjuster, banking account maintenance, supervisor and team lead problem-solving and troubleshooting, along with staff support. I possess solid computer skills. I have excellent working knowledge of Microsoft Excel, Microsoft Word, PowerPoint, and Windows. I can even train, motivate, and supervise customer service employees. I am a team player, excellent at multitasking while paying very close attention to detail. I believe in contributing to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value people.

I love to participate in committees, special projects, coffee clubs, and FOOD DAYS and have lots of fun while doing it.

I live by the motto "Don't be afraid when the blessings come, embrace them YOU deserve it "!

Skills Good knowledge of call center operating procedures.

Strong interpersonal and communication skills.

Leader of people with the ability to coach and cultivate a successful team.

Excellent verbal and written communication.

Ability to manage more than one project at a time.

Quick learner and ability to adapt to change.

Strong focus on sales and customer service and experience.

Manages and approves NSC payroll for their team.

Excellent customer service and file handling.

Able to attain and maintain the required licenses issued by the insurance departments of various states.

Able to handle heavy call volume in a fast-paced work environment, resolve complex business problems, and handle complicated customer issues.

Able to, with or without accommodation, perform the essential functions which include, but are not limited to seeing, hearing, typing, and speaking.

Able to follow complex instructions, resolve conflicts or facilitate conflict resolution, and have strong organization/priority setting skills Able to multitask.

Able to learn and apply large amounts of technical and procedural information.

Work History

Sales supervisor- 2022-2024

Lifestorage/Extraspace Storage- Salt Lake City UT

I Managed a team of 15-18 dynamic inbound sales agents in a hybrid work environment. I measured and monitored agent performance through data and observation. I lead my team with a positive coach mentality to build the knowledge, skill, and confidence of each individual team member. My main focus was to drive sales conversion by focusing on productivity, quality, and customer experience. I also had to perform day-to-day call center team management functions, while focusing on building an engaged workforce.

Primary Responsibilities

Managed a sales team of both in-office and remote agents to meet target department KPIs.

Build a high-performing sales team by establishing a culture that maximizes every customer interaction.

I took an active role in the development of each team member by providing daily coaching, setting goals, and providing the necessary follow-up.

I Conducted virtual team meetings that drive teamwork and collaboration.

I also analyzed my team's metrics to identify trends and gaps in performance.

I had to monitor agent interactions with customers to ensure a high level of customer satisfaction.

It was important to monitor the team’s efficiency to ensure service level goals were met.

I held my employees accountable to performance standards and sales expectations.

I also partnered with the Workforce Optimization team for scheduling needs.

It was important to assist with the Agent Development Program by identifying and nourishing our top talent.

I assisted my fellow supervisors with new hire interviews and training to ensure adequate staffing and agent development.

Actively involved in creating an employee-engaging environment.

I also worked as a member/leader of special or ongoing projects.

Assists with the oversight and supervision of the call center's day-to-day operation.

I handled escalated calls in a professional, courteous manner.

Resolved personnel issues and escalated to proper administration as needed.

Evaluated and recommended methods for improvement of practices

Personal Injury Examiner 09/2014 to 2020

GEICO – Getzville, NY

I handle auto-related injury, pedestrian, and cyclist claims related to motor vehicle accidents. I can identify potential coverage issues and either handle the claim based on its merits or transfer it for further handling and review if needed.

I also examine claims, investigate the facts of a loss, determine, and also explain coverages along with liability determinations, and complete recorded statements needed from applicable parties. I also review and analyze medical records, including peer reviews, coding, MRI reports, and independent medical examinations to determine the proper treatment needed.

I communicate with applicants, medical providers, regulatory agencies, and attorneys for additional verification to move the claim forward to closure or resolve disputes with companies ' timelines outlined by the regulations of the laws.

I also document and input this information into the electronic claim file.

I also can type and issue disclaimers of coverage when applicable as well as recognize how to determine when subrogation is needed and how to handle subrogation demands, 93A demands,

Acknowledge the attorney's Letters of Representation.

I also possess a solid understanding of the repair and replacement of property damage along with some mechanical components of a vehicle along with the human body.

I also have knowledge of reviewing police reports to investigate appropriate injured parties to the claim to avoid jump-ins, reduce fraud, and investigate any potential intoxication. I can also calculate and issue lost wages.

Customer Service Representative -01/2013 to 09/2014

Discover Matrix Credit card – Buffalo, New York

Due to a fast-paced call center environment, I handled calls promptly to reduce call volume.

Received recognition awards for wrap time once the call was over for documenting accounts after the customer had hung up.

Received several compliments and calls for sympathy and patience for properly handling the customer according to specific situations and, drastically reduced potential problems.

Handled customer follow-ups and information sent to be sent out promptly.

Provided customers with information regarding their accounts, such as account balances, and stop payments.

Processed payments for monthly credit card bills.

Follow up with the customer if payment is due to past due.

Flagged accounts for suspicious payment activity.

Added and removed authorized cardholders from accounts.

Faxed-off settlement offers to close accounts and information required to open accounts. Support sales reps in opening new accounts and upgrading existing services.

Quickly and effectively solve customer challenges.

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer.

service.

Education

Associate of Arts: Communications & Public Relations, Liberal Arts & Science humanities/ Social science and Childhood Education

Erie Community College - Buffalo, New York

High school diploma: General Studies

Lafayette High School - Buffalo, New York

Associate of Business Administration: Business Administration 12/2018 Erie Community College - Buffalo, NY Accomplishments

Acknowledgments

I have worked in the auto insurance industry for approximately 7 1/2 years. I have since learned a lot, and received several promotions, also including the GEICO Award of Excellence in the 3rd quarter of 2016. This was a very proud moment and I appreciated that all of my hard work and dedication was noticed.

Affiliations

I am currently affiliated with the McGuire Group as a weekend associate assisting with potential development ventures.

I also am an advocate for the Sarah Minnie Badger foster care agency in Buffalo, New York where I assist with fundraisers to help gain funds for the agency.

I am also a paying advocate of Buffalo New York City Mission Shelter for the homeless.

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