Customer Experience Trainer & Insurance Professional

FREDERICKSBURG, US • **********@*****.*** • 571-***-****

DENAE THOMAS

PROFESSIONAL SUMMARY

Seasoned professional with over two decades of expertise in customer service and operational excellence, specializing in training and insurance sectors. Demonstrates a visionary approach by leveraging skills in accounting, Microsoft Office, and Adobe Creative Suite to enhance financial processes and customer interactions. Committed to fostering dynamic learning environments and continuous professional development through innovative strategies and a focus on compliance and process improvements.

EMPLOYMENT HISTORY

REMOTE CUSTOMER EXPERIENCE TRAINER Aug 2023 - Present Teleperformance/USAA Richmond, VA

REMOTE LICENSED INSURANCE PROFESSIONAL Mar 2023 - Aug 2023 Teleperformance/USAA Richmond, VA

CUSTOMER SERVICE REPRESENTATIVE Jan 2021 - Feb 2023 GEICO Fredericksburg, VA

TEAM SURVEY CHAMPION Mar 2021 - Apr 2021

GEICO Fredericksburg, VA

WAREHOUSE ASSOCIATE Oct 2019 - Mar 2020

Manpower/Music Today Charlottesville, VA

CLIENT SERVICES SPECIALIST Feb 2019 - Oct 2019

J. Crew Lynchburg, VA

Coordinate and assess training programs, enhancing new hire engagement and security protocol adherence. Develop and implement strategic curricula, fostering a culture of continuous improvement and compliance. Partner with clients to refine training, achieving measurable improvements in employee performance. Efficiently resolved complex military family issues, enhancing service delivery and satisfaction. Accurately processed payments and policy updates, ensuring precise record-keeping. Tracked call data for audits, aiding in process improvements and operational efficiency. Managed intricate insurance inquiries, providing empathetic support and maintaining detailed records. De-escalated customer concerns effectively, identifying opportunities for policy enhancements. Managed high-volume customer interactions, ensuring accurate policy modifications and compliance. Resolved complex billing inquiries with meticulous documentation, enhancing customer satisfaction. Delivered personalized solutions, effectively managing challenging situations and boosting satisfaction. Guided agents to improve survey scores, boosting team performance and enhancing customer feedback. Analyzed survey trends, providing strategic guidance for measurable improvements in feedback. Collaborated with agents to elevate survey results, achieving notable enhancements in customer satisfaction. Sorted orders efficiently, ensuring optimal carrier and shipment selection. Packed orders securely, boosting customer satisfaction and retention. Operated equipment to streamline fulfillment and enhance productivity. Picked and batched orders, optimizing warehouse flow and efficiency. Trained new hires, elevating team performance and adherence to standards. Promoted store credit card, boosting customer satisfaction and loyalty. Resolved shipping issues, ensuring timely deliveries and enhancing customer trust. Collaborated to address fraud, safeguarding customer accounts effectively. Maintained sales standards, contributing to store's overall performance. GRAPHIC ARTIST Apr 2016 - Nov 2018

Highpeak Sportswear Lynchburg, VA

ACCOUNTS PAYABLE AND RECEIVABLES/COPY EDITING (VARIOUS CONTRACTED POSITIONS)

Aug 2014 - Apr 2016

Robert Half International Charlottesville, VA

DATA ENTRY/QUALITY CONTROL – (CONTRACTOR) Jun 2014 - Aug 2014 Vaco/Genworth Lynchburg, VA

STAFF ACCOUNTANT Aug 2011 - Apr 2014

PMG/E&C Enterprises Woodbridge, VA

ADMISSIONS REPRESENTATIVE/FINANCIAL AID Nov 2009 - Aug 2011 ESI Services/ITT Technical Institute Springfield, VA INVESTMENT PERFORMANCE ASSISTANT Oct 2004 - Nov 2009 Cambridge Associates, LLC Arlington, VA

LEASING AGENT Oct 2003 - Oct 2004

Silver Hill Apartments Suitland, Maryland

CUSTOMER SERVICE REP Oct 2001 - Jan 2003

Armed Forces Bank Arlington, VA

EDUCATION

MASTER OF SCIENCE IN CYBERSECURITY Aug 2018 - Jun 2022 University of Maryland Global Campus Adelphi, MD

BACHELOR OF SCIENCE IN VISUAL COMMUNICATION May 2009 - Dec 2011 Westwood College Annandale, VA

Ensured accurate garment artwork sizing, boosting quality and reducing errors. Streamlined production by converting customer files into vector art, enhancing efficiency. Revised projects promptly, consistently meeting deadlines and upholding high standards. Processed invoices with precision, ensuring timely payments and accurate financial records. Managed vendor payments, optimizing cash flow and maintaining compliance. Prepared and dispatched up to 150 checks weekly, boosting payment efficiency. Reconciled credit card statements, reducing discrepancies and ensuring accuracy. Maintained detailed contract files, supporting audit readiness and transparency. Researched policies with 97% accuracy, ensuring data integrity in Cloas and Eprocess systems. Quality-checked data entries using Excel, maintaining high standards of accuracy and consistency. Managed pre- and post-production tasks for third-party notifications, enhancing communication efficiency. Managed financial records, resolving dealer issues, enhancing billing accuracy. Processed invoices and price changes, maintaining strong client relationships. Developed training manuals, streamlined accounting processes, improved data accuracy. Guided 10+ weekly financial aid applications, enhancing student enrollment success. Optimized admissions by coordinating applications, improving workflow efficiency. Conducted student interviews, aligning programs with career goals, ensuring compliance. Collaborated to deliver accurate investment reports, resolving complex issues with strategic insight. Developed training manuals, optimizing workflows, enhancing data accuracy, and improving report quality. Managed international portfolio data reconciliation, ensuring 100% deadline compliance and client satisfaction. Implemented quality control measures, ensuring data integrity in investment reports through teamwork. Led property tours, boosting occupancy rates and tenant satisfaction. Coordinated with maintenance, ensuring swift issue resolution and tenant contentment. Streamlined rental processes, enhancing lease management and community engagement. Resolved complex customer inquiries, ensuring service excellence and accurate transaction handling. Streamlined service processes, enhancing customer satisfaction and operational efficiency. Built strong client relationships, providing comprehensive financial guidance to military personnel. Facilitated diverse banking transactions, from deposits to loan assistance, with precision. Balanced transactions and teller drawer accurately, maintaining financial integrity. ASSOCIATE OF APPLIED SCIENCE IN GRAPHIC DESIGN AND MULTIMEDIA May 2006 - May 2008 Westwood College Annandale, VA

BACHELOR OF ARTS IN SOCIOLOGY Jun 1996 - May 2000

Lynchburg College Lynchburg, VA

SKILLS

Customer Service (Experienced), Training (Experienced), Insurance, Data Entry (Expert), Accounting (Experienced), Microsoft Office (Skillful), Adobe Creative Suite (Experienced), QuickBooks (Skillful), Financial Aid (Skillful), Quality Control (Expert), Project Management (Skillful), Graphic Design (Skillful), HTML (Skillful), Visual Basic (Skillful). REFERENCES

Monica Cabbell (******************@*****.***, 434-***-****); DeAndrea Young, Big Brothers and Big Sisters RTP (*********@*****.***, 919-***-****); Kendra Marshall, Prince William County Schools (************@*****.***, 703-***-****).

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