D'Lynn Tate
Walnut Cove,NC
Summary
Accomplished Senior Customer Relations Specialist with a proven track record at National General Insurance Company, enhancing customer retention through exceptional service and comprehensive product knowledge. Expert in Farm and Flood product's, significantly contributed to team performance and agency satisfaction and risk assessment. A smart financial professional that applies strong problem-solving and decision-making skills in job tasks. Self-motivated with good understanding of evaluating credit history, financial stability and risks. Diligent individual with strong work ethic.
Overview
16
16
years of professional experience
Work History
SR. Customer Relations Specialist
National General Insurance Company
03.2019 - Current
- Provided accurate information about Insurance products, helping drive high customer retention.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Aided Agent's questions regarding available merchandise, current rate prices and upcoming company changes.
- Maintained Agency satisfaction with forward-thinking strategies focused on addressing customer needs.
- Provided primary support to internal and external agents and underwriter's.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to investigate and resolve customer inquiries, discrepancies and complaints to create expert solutions quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, creating welcoming and positive experiences with outstanding soft skills.
- Responded proactively and positively to rapid change within company.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Accomplished multiple tasks within established timeframes.
- I am knowledgeable and universally trained in Household, Premier, RV, Specialty auto, Motorcycle, Encompass and Custom 360 products, policies and Procedures. I also assist with chat. I am the subject matter expert in Farm and Flood. I have created training materials and cross-trained new and existing employees to maximize team agility and performance.
- Providing Positive feed back to boost moral and Constructive feedback when necessary to assist with accuracy and prevent future repeats.
- Providing navigation and training to agents on systems and products to help them grow and become more knowledgeable in their work.
- Expanded organizational capacity by collaborating across departments on priorities, functions and common goals.
- Maximized performance by monitoring daily activities and mentoring team members.
- Proficient in Microsoft Word, Excel, Power point and Outlook.
- Ability to assist with flood underwriting tasks, such as generating renewal policies and sending cancellation notices out to flood agents so that they can attempt to save their commission and retain business.
- Improved underwriting accuracy working side by side with the underwriting team to access potential risk's and review quotes for eligibility. Along with providing billing support and knowledge.
- Currently Property and causality Licensed.
Assistant Manager
Quality Oil Company
10.2013 - 03.2021
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels and forecast future needs and remain within monthly tolerance level. Compiled financial data in compliance with budget.
- Rotated Merchandise and displays to feature new products and promotions.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Was acting general manager for several months and consecutively managed four locations within Central district averaging 125 through 150 hours bi weekly.
- Traveled and managed 5 different store locations for months at a time when short staffed.
- Achieved recognition trophy in 2018 for central district MVP for contribution to store success.
Department Manager
Britt Enterprises McDonald's
11.2008 - 10.2013
- Managed Cash flow and inventory, receiving operations to maintain optimal stock levels and meet expected demands.
- Ordered inventory and reported discrepancies to control costs and maintain inventory levels.
- Communicated with managers of other departments to maintain transparency.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Developed and implemented plans to maximize sales and meet or exceed goals and objectives.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Resolved problems with customers to maintain relationships and increase return customer base.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Worked at King location and once promoted went to Robinhood village and then transferred to Northpoint location to correct their inventory problems.
- As acting general manager, Me and my team won second place in the Triad Competition for most accurate, fast, and friendly service. We were only two minutes behind in timing to the PTI airport McDonald's. That was a great accomplishment.
Education
Some College (No Degree) - Business International
Forsyth Technical Community College
Winston-salem, NCHigh School Diploma -
West Stokes High School
King, NC06.2009
Skills
- Billing
- Mentoring
- Staff Training
- Agent service's
- Critical Thinking
- Risk assessment's
- Computer Proficiency
- Call Center Operations
- Complex Product Knowledge
- Property and casualty Licensed
- Policy and Procedure Adherence
- Calm and Professional Under Pressure
- Complaint Resolutions, De-Escalations
Timeline
SR. Customer Relations Specialist
National General Insurance Company
03.2019 - Current
Assistant Manager
Quality Oil Company
10.2013 - 03.2021
Department Manager
Britt Enterprises McDonald's
11.2008 - 10.2013
Some College (No Degree) - Business International
Forsyth Technical Community College
High School Diploma -
West Stokes High School
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