KOURTNEY HINES
Allstate
MCDONOUGH
7
years of professional experience
Assisted customers in achieving satisfaction through dedicated support and problem resolution.,Conducted thorough research on customer accounts to address inquiries and fulfill requests.,Facilitated data and billing corrections while maintaining organization and effective communication.
Work History
Customer Service Advisor
5 Months- Adhered to company policies and procedures when handling customer inquiries or complaints.
- Managed complex customer accounts requiring special attention or escalation.
- Participated in regular training sessions to stay abreast of new products and services.
- Assisted customers with product selection, order placement, billing questions, and returns.
- Maintained detailed records of customer interactions, transactions, comments and complaints.
- Collaborated with other departments to ensure quality service delivery for customers.
- Demonstrated empathy to enhance customer satisfaction and build rapport.
Licensed Insurance Sales Consultant
6 Months- Designed and implemented customized insurance strategies to enhance client protection and satisfaction.
- Educated clients on policy options, coverage details, and benefits to enhance understanding and satisfaction.
- Trained new team members on product knowledge, sales techniques, and customer service best practices.
- Analyzed client accounts to identify potential gaps in coverage and recommend appropriate adjustments.
Customer Service Representative - Remote
1 Year 6 Months- Coordinated with dealerships to verify the status of car repairs.
- Performed data entry into computer system to document all call activity accurately.
- Developed strong relationships with customers by responding promptly to inquiries.
- Guided customers through the vehicle repurchase process, ensuring adherence to state Lemon Law requirements.
- Maintained a high level of professionalism when dealing with difficult customers.
Licensed Insurance Agent
6 Months- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Maintained accurate records of client information including contact details and policy changes.
- Processed invoices and payments accurately and promptly.
Fulfillment Member
2 Months- Shopped and completed customers' on-line orders
- Process discounts and payments
- Scan & bag orders on the store floor while following all bagging standards
- Make appropriate item substitutions as needed to ensure satisfaction
Personal Shopper
7 Months- Shopped and completed customers' on-line orders
- Process discounts and payments
- Deliver & Load orders into vehicle when customers arrive at the store for pick-up
- Scan & bag orders on the store floor while following all bagging standards
- Make appropriate item substitutions and consulted with customers as needed to ensure satisfaction
Licensed Insurance Agent
3 Months- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Maintained accurate records of client information including contact details and policy changes.
- Processed invoices and payments accurately and promptly.
Personal Shopper
1 Year 4 Months- Shopped and completed customers' on-line orders
- Process discounts and payments
- Deliver & Load orders into vehicle when customers arrive at the store for pick-up
- Scan & bag orders on the store floor while following all bagging standards
- Make outbound calls, addressing customer inquiries on repurchase eligibility and other concerns with clear information.
- Efficiently process reward points and reimbursements, maintaining high customer satisfaction.
- Document each customer interaction meticulously for accurate records and follow-up.
- Resolve customer issues promptly, contributing to a high case closure rate.
- Collaborate with team members to improve service processes and enhance customer experience.
Banquet Server
3 Months- Clean & serve customer eating area, workstations & equipment
- Greet guests & follow customer service policies & procedures
Education
High School
Skills
Led customer service initiatives to enhance client satisfaction and experience.
Oversaw order fulfillment operations to optimize workflow efficiency.
Directed technical assistance efforts to improve system usability.
Managed payment processing activities to ensure financial accuracy.
Established bagging standards to elevate product presentation quality.
Implemented item substitution strategies to enhance customer choices.
Resolved customer issues by employing proactive problem-solving methodologies.
Supervised data entry processes for improved record accuracy.
Resolved conflicts between stakeholders through effective mediation techniques.
Maintained comprehensive records to support operational integrity.
Developed customer retention programs to boost loyalty and repeat business.
Streamlined appointment scheduling processes to improve service delivery efficiency.
Timeline
Licensed Insurance Sales Consultant
Allstate
01.2026 - CurrentRead More
Customer Service Advisor
Georgia Power
05.2025 - 10.2025Read More
Customer Service Representative - Remote
General Motors
11.2023 - 05.2025Read More
Licensed Insurance Agent
TTEC Services Corp
04.2023 - 10.2023Read More
Fulfillment Member
Target
11.2022 - 01.2023Read More
Personal Shopper
Walmart
12.2021 - 07.2022Read More
Licensed Insurance Agent
TTEC Services Corp
07.2021 - 10.2021Read More
Personal Shopper
Walmart
10.2019 - 02.2021Read More
Banquet Server
Park Tavern
06.2019 - 09.2019Read More
Lithonia High School
High School
Read More