Omayar Walker
Atlanta
Summary
Dynamic Customer Success Agent with a proven track record at SelectQuote, excelling in customer retention and conflict resolution. Skilled in active listening and database management, I effectively address customer needs and enhance satisfaction. Committed to maintaining confidentiality while driving solutions, I thrive in high-pressure environments to deliver exceptional service.
Overview
5
5
years of professional experience
Work History
Customer Success Agent
SelectQuote
Atlanta
10.2021 - Current
- Promote available insurance policies to include various insurance carrier coverages for customers.
- Strengthen customer retention by offering discount options.
- Engage in active listening with callers to confirm or clarify information, and diffuse anger.
- Escalate calls to solve problems and drive customer satisfaction when unable to provide a one-call resolution.
- Demonstrate excellent communication skills when dealing with difficult customers.
Assistant Customer Service Agent
Qualfon
Atlanta
09.2020 - 03.2021
- Performed enrollments for future Medicare recipients.
- Maintained high standards of confidentiality.
- Asked probing questions to determine service needs, and accurately input information into the database.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Maintained strong call control and quickly worked through scripts to address problems.
Education
GED -
Everest Institute
Buford, GA11-2009
Skills
- Customer service
- Active listening
- Conflict resolution
- Database management
- Insurance policy knowledge
- Customer retention
- Problem solving
- Customer relationship management
- Attention to detail
- Effective communication
- Script adherence
- Confidentiality standards
- Call escalation
Timeline
Customer Success Agent
SelectQuote
10.2021 - Current
Assistant Customer Service Agent
Qualfon
09.2020 - 03.2021
GED -
Everest Institute
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