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Sales Customer Service

Macon, GA
October 01, 2020

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Chrinesha D. McRae

*** ********** ***, ***.****, Macon, GA 31210

478-***-**** /

U.S. Citizen


Over eight years of specialized skills and experience utilizing effective customer service, communication, and team building skills to meet the needs of internal and external customers. Adept knowledge, skills, and abilities (i.e., staffing, training, advising, coordinating) in collaborating with multidisciplinary teams to meet established goals effectively and efficiently. Skilled at organizing and prioritizing complex tasks with demonstrated ability to excel in high-pressure environments. Utilizes professional work experience and knowledge acquired in current Business Management & Administration studies to effectively communicate with internal and external customers of diverse backgrounds. WORK & LEADERSHIP EXPERIENCE

Government Employees Insurance Company (GEICO), Macon, GA (40 hrs/wk) 11/15 - Present Licensed Sales Agent (02/18 - Present)

• Receives and effectively manages an average of 35 incoming calls per day with potential clients and applies excellent communication skills to analyze requirements and present customized alternative solutions

• Plans and organizes work to expediently meet the needs of customer requests in a courteous manner with an appropriate level of urgency according to established guidelines, ensures the needs of customers and organization are met, and any complaints adequately resolved

• Utilizes various database systems to conduct research, extract information, prepare comprehensive financial and insurance plans, and to create or update customer account records and finalize transactions

• Remains abreast of current regulations, policies, procedures on products and services to proactively inform clients, ensure quality and compliance, and assist team members with resolving more complex situations

• Effectively manages multiple tasks in a multifunctional setting to include direct customer service, background and underwriting checks, and electronic document management of voluminous records

• Consistently meets and exceeds goals resulting in multiple performance recognitions (e.g., Highest “A” Call Ratings, Highest Customer Survey Rating, Most Records Sales in a Day, Highest Moat Sales, and Most Sold Essentials), contributing to annual paygrade promotions based on performance

• Holds current State of Georgia Insurance License, effective 2018 to present Claims & Glass Agent/Mobile Dispatcher (02/16 - 01/18)

• Effectively managed high volume of calls from 54 to 62 per day for benefits claims, and communicated with customers to provide technical advice on procedures and process, coverages, and follow-up details

• Created and filed detailed written reports and documentation, conducted follow-up appointments throughout process, kept customers abreast of related details, and resolved any complaints to support customer retention

• Provided expert analysis of damages, communicated assessment with customers, and collaborated with repair vendors and rental car agencies to streamline resolving claims for customers

• Consistently met and exceeded goals resulting in multiple performance recognitions (e.g., Highest Retention Rating, Highest Quality Rating, and Most Mobile Dispatches Created) ERS Dispatcher/Accident Tow Dispatcher (11/15 - 01/16)

• Effectively managed average of 70 calls per day to resolve issues for distressed or distraught customers, navigated multiple computer systems expediently, and utilized mapping system to arrange services

• Communicated with wrecker companies to advise and negotiate rates, and ensured proper services rendered

• Recognized for Highest Quality Rating, Most Dispatches Created, and 100% Survey Ratings Harvey’s Supermarket, Cochran, GA (40 hrs/wk) 09/11 - 1/15 Human Resources Support/Customer Service Lead

• Collaborated with hiring manager to discuss staffing needs and recruitment strategies, screened applications, and coordinated and participated in interviews and selection of job candidates

• Developed training programs for various position types, coordinated training dates, trained new hires, evaluated employees to ensure mastery of responsibilities, and kept store managers updated on performance

• Assisted store managers with employee in-processing, to include collection of documents for payroll and reporting, benefits enrollment, and ensured paperwork was accurately processed per Federal requirements

• Served as first point of contact in investigating and resolving labor relations issues before involving managers

• Ensured financial accuracy and documentation of daily transactions, to include balancing cash registers during shift changes and funds maintained in store safe were accurate

• Constructed work schedules for front end associates, provided guidance to employees on handling customer service issues, and communicated policies, procedures, employment law and standards to staff

• Greeted customers, provided information, resolved complaints to ensure customer needs were met

• Conducted cashiering and inventory management of all retail and operational supply items EDUCATION SUMMARY

Georgia Military College, Warner Robins, GA, GPA 3.8/4.0, 01/2020 - Present Major: Business Management & Administration

• Completed courses in business communications, accounting, political science Valdosta State University, Valdosta, GA, GPA 3.6/4.0, 2013-2015

• Completed 60 semester credit hours in general studies Bleckley County High School, Cochran, GA, High School Diploma (Honors), 05/2013 COMPUTER SKILLS

Microsoft Office (Excel, Word, PowerPoint, Outlook), Adobe systems, enterprise resource planning (ERP) system, internet searches, and automated payroll and timekeeping systems AWARDS & RECOGNITIONS


• 2020 – Paygrade performance promotion for Highest Survey Rating

• 2019 – Multiple recognitions for Highest Moat Sales, Highest Surveys, Most Sold Essentials, Most Records Sales in a Day, and paygrade performance promotion

• 2018 – Multiple recognitions for Highest “A” Call Rating, Most Claims Handled, Highest Customer Survey Rating, Most Record Sales in Training, and First Sold Call

• 2017 – Most Mobile Dispatches Created, Highest Quality Rating, and Highest Retention Rating

• 2016 – Completed of Special Projects as 1st Team ACC Tow Cross Trained and 1st Team Glass Trained, Most Dispatches Created, Highest Quality Rating, and multiple `100% Survey Ratings

• 2015 – Multiple Highest Quality Rating, Most Dispatches Created, and 100% Survey Ratings Harvey’s Supermarket

• 2015 – Employee of the Month (multiple), Cashier of the Month, and Fastest Checkout Time

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