Kenyatta Dobbins
Winston-Salem
Summary
Highly skilled service support professional with a proven track record of delivering impactful results through effective problem-solving and communication skills. Recognized for being a team-focused individual with a flexible approach to adapt to changing needs. Strong background in customer relations, technical troubleshooting, and process improvement. Known for being a reliable team player who values collaboration and efficiency. Mission is to find synergy between corporate goals and personal professional growth and development, ensuring mutual success.
Overview
33
33
years of professional experience
Work History
Senior Service Support Specialist
National General Insurance Company
01.2018 - Current
- Streamlined support processes for increased efficiency and faster response times.
- Provided remote assistance to clients in resolving hardware and software-related issues, reducing on-site visits and associated costs.
- Mentored junior Service Support Specialists in proper troubleshooting techniques, enabling them to provide effective solutions independently over time.
- Developed comprehensive training materials for new hires, fostering a strong understanding of company policies and procedures.
- Boosted team morale through regular recognition of individual achievements, contributing to a positive work environment.
- Maintained up-to-date knowledge of industry trends and best practices, ensuring optimal support for clients.
- Collaborated with cross-functional teams to enhance product functionality and resolve complex issues.
- Managed high-priority cases, ensuring timely resolution and exceptional customer experience.
- Improved customer satisfaction by promptly addressing service requests and troubleshooting technical issues.
- Monitored daily operations to ensure compliance with company standards and guidelines for efficient service delivery.
- Utilization of various software platforms including Citrix Gateway; Microsoft Access; Microsoft 365
Licensed Insurance Agent/Customer Service Representative
State Farm Insurance Company
01.2014 - 01.2018
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed customized presentations for prospective clients that highlighted relevant products and benefits based on their unique needs.
- Maintained high standards of customer service by building relationships with clients.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Performed customer-focused, goal-oriented and needs-based assessments.
Licensed Hair Stylist
Self-employeed
01.1992 - 01.2021
- Processed payments, entering sales in register for prompt customer service.
- Trimmed, cut, and shaped hair and hairpieces based on customer preference.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Expanded clientele through positive word-of-mouth referrals from satisfied customers.
- Collaborated with colleagues for continuous improvement in salon performance and customer service.
- Coordinated schedules with front desk staff to ensure smooth daily operations at the salon.
- Educated customers on products to maximize benefits.
- Answered phone calls and emails to schedule client appointments.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
Education
Master of Science - Psychology
University of Phoenix
Tempe, AZ01-2025
Bachelor of Science - Business
University of Phoenix
Tempe, AZ01-2022
Skills
- Effective Time Management
- Nurture Collaborative Connections
- Consistent Punctuality
- Reliable Team Member
- Proficient in Managing Multiple Tasks
- Proficient in Managing Conflicts
- Detail-Oriented
- Quality Assurance Focus
- Adaptable to New Knowledge
- Clear Interpersonal Skills
- Proficient in Troubleshooting
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of over 12 staff members.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Interests
- Offering time and support to shelters for the homeless, women, and animals
- I enjoy helping others and giving back to the community
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Outdoor Recreation
Timeline
Senior Service Support Specialist
National General Insurance Company
01.2018 - Current
Licensed Insurance Agent/Customer Service Representative
State Farm Insurance Company
01.2014 - 01.2018
Licensed Hair Stylist
Self-employeed
01.1992 - 01.2021
Master of Science - Psychology
University of Phoenix
Bachelor of Science - Business
University of Phoenix
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