Iesha Boland
Columbia,SC
Summary
Experienced Customer Service Representative in the insurance industry. Solid team player with a positive attitude and exceptional rapport-building skills. Committed to ensuring customer satisfaction and driving company success through articulate communication and a results-driven approach. Skilled in relationship-building, partnership cultivation, and business growth. Eager to elevate career as a Customer Service Executive.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Milton Wright State Farm
03.2023 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.'
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Utilized CRM software to manage client relationships.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
Night Auditor
Marriot Hotel
03.2019 - Current
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Ran end-of-day computer functions and closed out reports, submitting details to General Management for review.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Created spreadsheets using excel and entered financial information daily to keep critical details well-organized and accessible to appropriate staff members.
- Kept accounts in balance and ran daily reports to verify totals.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Insurance Customer Service Representative
Florida Peninsula
03.2019 - 02.2023
- Navigated computer system to look up customer information and update policies.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Answered no less than 20 call per day
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Collected payments for Billing and updated accounts to reflect new balances.
- Assisted customers with completing insurance documents to avoid missed information.
- Documented customer interactions and transactions for accurate, up-to-date records.
Administrative Assistant
South Carolina Department Of Insurance
02.2018 - 03.2019
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Updated details in company database by keying in customer contacts and delivery dates.
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
- Managed phone calls and email correspondence and handled incoming and outgoing mail and faxes.
CSR Supervisor
Teleperformance
08.2013 - 02.2017
- Oversaw daily call center activities and supervised a team of call center representatives who provided call center support.
- Managed call volume and maintained service level agreements by making sure all reps were available for calls
- Tackled issues and ensured timely resolution of Problems
- Achieved customer satisfaction rating of 95% in months exceeding company's target.
Education
Associate of Arts -
Midland Technical College
Columbia, SC01.2016
High School Diploma -
Fairfield Central High School
Winnsboro, SC05.2013
Skills
- High-energy attitude
- Call Center Operations
- Communication
- Management
- Problem Solving
- Data Analysis
- Critical Thinking
- Workforce management
- CRM software
- Microsoft outlook, word, and Excel
- Cash handling
- Client relations and retention
- Issue resolution
Certification
- Licensed Insurance Agent - 2019
Timeline
Customer Service Manager
Milton Wright State Farm
03.2023 - Current
Night Auditor
Marriot Hotel
03.2019 - Current
Insurance Customer Service Representative
Florida Peninsula
03.2019 - 02.2023
Administrative Assistant
South Carolina Department Of Insurance
02.2018 - 03.2019
CSR Supervisor
Teleperformance
08.2013 - 02.2017
Associate of Arts -
Midland Technical College
High School Diploma -
Fairfield Central High School
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