Shanthonique Smith

Sr. Customer Service Representative

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242-***-****/242-***-**** adyssk@r.postjobfree.com Nassau, Bahamas CAREER OBJECTIVE

Enthusiastic individual eager to grow experience in Human Resources operations. Detail-oriented professional with excellent communication, interpersonal, and creative thinking skills bringing extensive background from the insurance industry. Adept at evaluating employee performance, collaborating with professionals to provide the best service, and enhancing productivity. Well-versed in policies and procedures and balancing conflicting demands while achieving KPIs. Seeking to leverage skills and expertise to contribute to an innovative and collaborative human resources team. EXPERIENCE

SENIOR CUSTOMER SERVICE REPRESENTATIVE, Nassau, Bahamas Colina General Insurance Agents & Brokers, March 2022-Present

• Actively monitor assignments of 3 team members to assess and improve quality, service times, and customer satisfaction ratings.

• Determines best approach and communicates solutions diplomatically to defuse potential escalations.

• Coach team members on service skills and product knowledge.

• Navigates multiple computer systems and applications and utilizes search tools to find information.

• Plans process improvement to improve customer experience results.

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COMMERCIAL LINES REPRESENTATIVE & ASSISTANT TO TECHNICAL MANAGER, Nassau, Bahamas NUA Insurance Agents, April 2021-March 2022

• Coordinated with internal teams to identify and develop solutions for technical needs.

• Managed medium to large Personal Accounts or those associated commercial clients and any other Personal Accounts where required.

• Promoted diverse insurance products to meet commercial and residential client needs for life, fire, automobile, and rental protections.

• Trained and mentor new agents on prospecting and selling techniques.

• Meet departmental standards for production and quality, and contributes to strategies and databases used.

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CUSTOMER SERVICE REPRESENTATIVE, Nassau, Bahamas

N. U.A. Insurance Agents & Brokers, October 2020-April 2021

• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

• Responded to telephone inquiries and complaints following standard operating procedures.

• Met productivity and quality goals to achieve KPIs and deliver excellent customer experiences.

• Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

• Assisted with training and mentoring new team members.

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ADMINISTRATIVE ASSISTANT, Nassau, Bahamas

N. U. A Insurance Agents & Brokers, January 2019-October 2020

• Maintained files and filing, keeping sensitive information confidential.

• Assisted the executive management team in making informed decisions by providing timely and accurate administrative support.

• Screened incoming telephone calls, routing to appropriate personnel.

• Supported office staff by processing correspondence, documents, and reports.

• Built and maintained relationships with vendors and other external contacts.

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VP OF HUMAN RESOURCES, Nassau, Bahamas

Bahamas First F.L.A.M.E (Junior Achievement Program), September 2014-September 2015

• Partnered with other executives to create vision, policies and strategic goals and objectives for business.

• Utilized business acumen and experience to achieve positive environment of engaged achievers.

• Maintained and updated achievers’ records to support accuracy and compliance.

• Contributed to creating and implementing achievers training programs.

• Boosted achievers’ morale by fostering positive working environment through effective leadership and teamwork.

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EDUCATION

BACHELOR OF SCIENCE IN HUMAN RESOURCE MANAGEMENT

Southern College, August 2021

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Magna cum laude

ASSOCIATE OF SCIENCE IN BUSINESS ADMINISTRATION

Southern College, December 2018

SKILLS

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Training and Development Coaching and Mentoring Customer Relations Conflict Resolution Interpersonal Communications Cultural Awareness Conflict Management Computer Literacy Policy Enforcement Teamwork and Collaboration

AWARDS/ACCOMPLISHMENTS

Member of Toastmasters International Club

Outstanding Academic Performance - Southern College Above Beyond Call of Duty Recipient, Most Distinguished Officer and Achiever Nominee, In-house Compliance Officer, Emerald Award Scholarship, Achiever with Best Work Ethics - Junior Achievement Program

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