Summary
Overview
Work History
Education
Skills
Timeline
Generic
Iris Cocalas

Iris Cocalas

Raeford

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

11
11
years of professional experience

Work History

Personal Lines Insurance Agent

The Hartford
06.2024 - Current
  • Developed strong relationships with clients, leading to increased referrals and business growth.
  • Served as a trusted advisor to clients, offering guidance on complex insurance concepts and recommending suitable products based on their unique situations.
  • Streamlined the quoting process by implementing time-saving tools and techniques, resulting in a faster turnaround time for customers.
  • Delivered educational presentations on insurance products, helping clients make informed decisions about their coverage needs.
  • Managed a book of business with excellent client retention rates due to proactive policy reviews and outstanding customer service.
  • Established lasting rapport with customers through genuine empathy and attentiveness, leading to high levels of satisfaction and loyalty.
  • Evaluated and updated policyholder information regularly, ensuring accurate premiums and avoiding potential coverage gaps.
  • Collaborated with underwriters to ensure appropriate coverage for clients at competitive rates.
  • Generated quotes and proposals for clients to match individual needs.

Customer Service Representative

AT&T
02.2021 - 03.2024
  • Consistently exceeded sales targets by effectively promoting AT&T products and services to customers.
  • Utilized product knowledge and persuasive communication skills to drive sales and upsell additional services.
  • Demonstrated expertise in understanding customer needs and recommending tailored solutions to enhance their experience.
  • Provided exceptional customer service by resolving inquiries, troubleshooting technical issues, and addressing billing concerns.
  • Maintained a high level of professionalism and patience while assisting customers with diverse backgrounds and needs.
  • Ensured customer satisfaction through active listening, empathy, and timely resolution of issues.
  • Collaborated with colleagues to streamline processes and improve overall team performance.
  • Participated in team meetings and training sessions to stay updated on product knowledge and service enhancements.
  • Supported team goals by sharing best practices and contributing to a positive work environment.
  • Performed administrative duties such as processing transactions, updating customer accounts, and managing inventory.
  • Maintained accurate records of customer interactions and transactions using AT&T's CRM system.
  • Adhered to company policies and procedures to ensure compliance and uphold service standards.
  • Demonstrated strong problem-solving skills by effectively resolving customer concerns and escalating complex issues when necessary.
  • Remained calm and composed in high-pressure situations, finding creative solutions to meet customer needs.
  • Took initiative to anticipate potential issues and proactively address them to prevent customer dissatisfaction.

Customer Service Representative

Amazon
03.2020 - 01.2021
  • Handled a high volume of customer inquiries and provided timely and accurate resolutions via phone, email, and chat support.
  • Demonstrated exceptional product knowledge to assist customers in making informed purchasing decisions.
  • Resolved customer complaints and issues, ensuring a satisfactory resolution and maintaining high customer satisfaction ratings.
  • Utilized customer service software and CRM systems to document customer interactions and update customer records.
  • Collaborated with cross-functional teams to address customer concerns and provide appropriate solutions.
  • Proactively identified and escalated customer feedback and trends to improve products and services.
  • Maintained a positive and professional demeanor during all customer interactions, effectively managing difficult situations and irate customers.
  • Consistently met or exceeded performance targets, including customer satisfaction metrics, response time targets, and quality assurance standards.

Technical Support Chat

Apple (Kelly Connect)
09.2018 - 11.2019
  • Provided technical support to customers via chat, assisting with troubleshooting and resolving issues related to iOS devices and Mac computers.
  • Demonstrated expertise in diagnosing and resolving software and hardware problems, ensuring a seamless user experience.
  • Assisted customers with setting up and configuring iOS devices and Mac computers, including software installations, updates, and device activations.
  • Effectively communicated technical information in a clear and concise manner, ensuring customers understood the steps to resolve their issues.
  • Collaborated with cross-functional teams to escalate and resolve complex technical problems, ensuring timely resolution for customers.
  • Actively maintained knowledge of the latest iOS and Mac operating systems and updates, staying up-to-date with new features and troubleshooting techniques.
  • Utilized support ticketing systems and CRM software to document customer interactions, track issues, and provide timely follow-up.
  • Consistently achieved high customer satisfaction ratings by providing excellent customer service and resolving technical issues promptly.
  • Participated in training sessions and workshops to enhance technical skills and stay abreast of emerging technologies in the iOS and Mac ecosystem.

Tier II Technical Support

Centurylink
10.2014 - 09.2018
  • Provided advanced technical support and troubleshooting assistance to customers in a Tier II support role for CenturyLink's products and services.
  • Demonstrated strong knowledge of networking principles, internet protocols, and telecommunications technologies to diagnose and resolve complex customer issues.
  • Resolved escalated customer complaints and inquiries, ensuring timely and effective resolutions while maintaining a high level of customer satisfaction.
  • Collaborated with cross-functional teams, including Tier I support agents and network engineers, to investigate and resolve complex network and service-related problems.
  • Utilized ticketing and customer relationship management systems to document customer interactions, track issues, and provide accurate and detailed information for future reference.
  • Acted as a subject matter expert, providing guidance and training to Tier I support agents, contributing to their professional development and improving overall team performance.
  • Stayed updated with the latest industry trends and technologies, actively participating in training sessions and workshops to enhance technical skills and knowledge.
  • Assisted in the development and improvement of support processes and procedures, contributing to the overall efficiency and effectiveness of the technical support team.
  • Maintained a strong focus on quality and adherence to service level agreements, consistently meeting or exceeding performance metrics and KPIs.
  • Demonstrated excellent communication and interpersonal skills, effectively explaining technical concepts to customers in a clear and understandable manner.

Education

HIGH SCHOOL EQUIVALENCY DIPLOMA (GED) -

Fayetteville Technical Community College
Fayetteville, NC
07.2012

MEDICAL ASSISTANT -

Fayetteville Technical Community College
Fayetteville, NC
12.2019

Skills

  • Customer Service
  • Time Management
  • Data Entry
  • Empathy
  • Troubleshooting
  • Communications
  • Report Analysis
  • Problem Resolution
  • Billing
  • Employee training and Development
  • Policy analysis
  • Client service
  • Underwriting principles
  • Salesmanship
  • Insurance regulations

Timeline

Personal Lines Insurance Agent

The Hartford
06.2024 - Current

Customer Service Representative

AT&T
02.2021 - 03.2024

Customer Service Representative

Amazon
03.2020 - 01.2021

Technical Support Chat

Apple (Kelly Connect)
09.2018 - 11.2019

Tier II Technical Support

Centurylink
10.2014 - 09.2018

MEDICAL ASSISTANT -

Fayetteville Technical Community College

HIGH SCHOOL EQUIVALENCY DIPLOMA (GED) -

Fayetteville Technical Community College

Similar Profiles

CREATE PROFILE
Iris Cocalas