Customer Service Sales Agent
Resume:
Stephanny Feliciano
Madison, TN *****
******************@*****.***
Professional Summary
Dedicated with 6+ years of experience in sales and 10+ years in customer service industries. Proven track record of increasing sales by 90% through effective upselling techniques and achieving a 100% customer satisfaction rating. Skilled in managing high-volume call environments, resolving escalated customer issues, and implementing lead nurturing strategies to drive business growth. Bilingual and licensed in Property & Casualty, committed to enhancing team performance and customer retention. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Insurance Sales Agent
Ttec-Ga,MI,OH,TX,FL,CA,TN,PA,VA
September 2024 to Present
Progressive insurance co.
Compass soft.
Salesforce
Crm soft,
Sales department bilingual spanish
Empower 2.0
Work force
Pro link
Vmware
Kms
Kronos
Cisco finesse
Microsoft office 360
Connect
Sip
Zoom
Global protect
Edge
Chrome
• Implemented effective lead nurturing strategies resulting in an increase in conversion rates by %80.
• Achieved %90 increase in sales through effective upselling and cross-selling techniques
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets
• Resolved escalated customer complaints in a professional manner, finding appropriate solutions to ensure customer retention
• Maintained up-to-date knowledge of product features, pricing, promotions, and company policies to provide accurate information to customers
• Analyzed market trends and competitor activities to identify opportunities for business growth and adjust sales strategies accordingly
• Managed the entire sales cycle from prospecting to closing deals, consistently achieving high conversion rates
Licensed Insurance Producer - Services
USAA-All 50-states
December 2023 to September 2024
• Client USAA
Forms:sr22,
Ao18 certificate of insurance
Id cards
Policy changes
Rate inq.
Rebase
P&C personal line
Quotes
Sales
Product sales and adjustments
Billing
Risk assessment
Underwriting
Claims
Home insurance
Auto insurance
Binders
Forms
Conversant software
PAS
KC
Slack
Stc
Zoom microsoft
Usaa.com
Customer service
Problem solving
Active listening
Detail oriented
Time management
Multi task
Call center
Citrix
Google chrome
De escalation
Q&A
• Educated clients on policy features, exclusions, deductibles, and premiums to help them make informed decisions about their insurance needs
• Conducted annual policy reviews with clients to assess any changes in their circumstances or coverage needs
• Collaborated with other departments such as underwriting or claims teams when necessary to resolve complex issues or address client concerns
• Attended regular training sessions provided by insurance carriers to stay updated on product knowledge
• Maintained confidentiality of sensitive client information according to privacy regulations
• Increased client retention by XX% through proactive communication and regular policy reviews
• Managed a high volume of inbound calls from prospective clients seeking insurance quotes or information
• Achieved a customer satisfaction rating of 10 out 10 based on post-interaction surveys
• Managed a large volume of incoming calls from policyholders regarding billing inquiries, claim status updates, and coverage questions
• Achieved 100% customer satisfaction rating by consistently delivering excellent service that exceeded client expectations
• Participated in ongoing training programs to stay up-to-date on industry regulations, product knowledge enhancements, and customer service best practices
• Managed a high volume of incoming calls, averaging 60 calls per day with an average call duration of 10 - 15 minutes
• Proactively reached out to existing policyholders for policy renewals or updates ahead of expiration dates resulting in an increase in renewal rates by 90%
• Assisted management in analyzing call data/metrics such as average handle time (AHT), first-call resolution (FCR) rate etc. to identify areas for improvement
• Participated in team meetings to discuss best practices, share knowledge/resources, and address any challenges faced by the team collectively
Customer Service Agent
Alorica inc - Central Hudson gas & electric-Dominion Energy Ohio-Ny,Fl, OH April 2021 to April 2023
Answering questions like why is my bill so high?
Need to reconnect my electric service request.
Outage status
DOT appointments
Emergency request
New service request
Move in move out
Transfer of service
Landlord ton/tof
Landlord reversals
Used critical thinking to break down problems, evaluate solutions and make decisions. Troubleshooting websites
• Worked flexible hours across night, weekend and holiday shifts.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Installed and configured operating systems and applications.
• Completed data entry tasks with accuracy and efficiency.
• Corrected data entry errors to prevent later issues such as duplication or data degradation.
• Reviewed and updated client correspondence files and database information to maintain accurate records.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
• Used probing techniques to determine debtors' reasons for delinquency.
• Processed payments and applied to customer balances.
• Counseled debtors on payment options and arranged installment agreements. CNA - Certified Nursing Assistant
NHC HeathCare-Franklin, TN
November 2019 to September 2020
• Provided direct patient care, including bathing, dressing, feeding, and assisting with mobility
• Monitored vital signs and reported any changes or abnormalities to the nursing staff
• Maintained a clean and safe environment for patients by regularly sanitizing equipment and ensuring proper disposal of waste
• Documented patient information accurately in electronic health records (EHR) to ensure continuity of care
• Collaborated with interdisciplinary healthcare team members to develop and implement individualized care plans for patients
• Responded promptly to call lights and requests for assistance from patients, providing compassionate support at all times
• Assisted in transferring patients between beds, wheelchairs, stretchers, or other modes of transportation using proper lifting techniques
• Supported patients' emotional well-being by actively listening to their concerns and offering comfort when needed
• Followed infection control protocols to prevent the spread of diseases within the healthcare facility
• Assisted in post-mortem care including cleaning the body respectfully and preparing it for transfer
• Closely monitored fluid intake/output levels of assigned patients while maintaining accurate documentation
• Served as an advocate for elderly residents in long-term care facilities by addressing their concerns and ensuring their rights were respected
Administrative Assistant
Best auto sales & repair-Smyrna, TN
November 2016 to October 2019
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Scheduled office meetings and client appointments for staff teams.
• Executed record filing system to improve document organization and management.
• Managed department budgets and generated financial reports for management review.
• Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
• Wrote engaging and successful marketing, advertising, and website copy.
• Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Negotiated prices, terms of sales and service agreements.
• Negotiated to collect balance in full.
• Processed payments and applied to customer balances.
• Used probing techniques to determine debtors' reasons for delinquency.
• Counseled debtors on payment options and arranged installment agreements.
• Researched accounts and completed due diligence to resolve collection problems.
• Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
• Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
Manager
Burger King-San Germán, PR
November 2013 to June 2016
.
• Resolved basic computer and office equipment issues through troubleshooting.
• Ran errands to support daily needs of management.
• Reviewed sales and gross profit report to assess company efficiency.
• Maintained professional, organized, and safe environment for employees and patrons.
• Maximized performance by monitoring daily activities and mentoring team members.
• Accomplished multiple tasks within established timeframes.
• Developed and maintained relationships with customers and suppliers through account development.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Onboarded new employees with training and new hire documentation.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.
• Improved marketing to attract new customers and promote business.
• Improved safety procedures to create safe working conditions for workers.
• Controlled costs to keep business operating within budget and increase profits.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Managed senior-level personnel working in marketing and sales capacities.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs. Education
Associate in Business Administration
Daymar College-Remote
June 2018 to July 2019
High school diploma in Professional Career training Professional Career Training Institute-Puerto Rico August 2009 to May 2010
Skills
• product support
• customer service
• data entry
• Negotiation
• brain
• busines management
• Intuition
• outlook
• Staff supervision
• Financial Report Writing
• Technical Support
• Strategic planning
• Microsoft Windows
• smartlook
• training
• salesforce
• workforce
• accounting
• onpoint
• Employee scheduling
• bilingual
• Recruiting and interviewing
• translation
• Bilingual
• ecfr
• marketing
• Cost control
• receptionist
• multitask
• turbo tax software
• adobe software
• organization
• quality control
• Budgeting
• google chrome
• dual pack software
• microsoft office
• Employee performance evaluations
• Computer Networking
• bill explanation
• Sales growth
Certifications and Licenses
Property & Casualty License
Lic #300-***-****
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