Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shakela Milligan

McDonough

Summary

Dynamic customer service professional with extensive experience at Primerica, excelling in complaint resolution and client needs analysis. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Adept at managing high call volumes while maintaining meticulous records, ensuring seamless service delivery and fostering strong client relationships.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Independent License Life Insurance Agent

Primerica
Atlanta
01.2024 - Current
  • Analyze client needs: Assess clients' personal insurance needs and recommend suitable products
  • Provide quotes: Give clients quotes for life insurance and other types of insurance
  • Help clients file claims: Guide clients through the claims process and paperwork
  • Market new business: Create marketing materials and outreach to grow their client base
  • Renew policies: Market policy renewals and organic growth
  • Provide customer service: Manage accounts and provide customer service for existing clients
  • Mediate with insurance companies: Act as a liaison between clients and insurance companies

Call Center Customer Service Representative

Arise
Remote
12.2020 - Current
  • Followed prescribed list of questions and provided appropriate responses to get and give information during scheduling calls.
  • Generate and provide service quotes to prospective clients, ensuring accurate and timely information delivery.
  • Maintain detailed records of customer interactions in the CRM system, including transaction documentation and end-of-day processing.
  • Coordinated with physicians' offices regarding referral requests.
  • Tracked and reported on scheduling errors or issues, implementing corrective actions as needed.
  • Managed incoming calls to schedule appointments and answer questions.
  • Communicated schedule changes to appropriate department personnel and other ancillary areas.
  • Handled incoming calls and directed callers to the appropriate department or employee.
  • Provided information regarding medical services, fees, and payment options.

Customer Service Agent

Omni Interaction
Remote
03.2020 - 11.2020
  • Resolved customer inquiries and delivery tracking issues, enhancing satisfaction through expert support and proactive service appointment scheduling.
  • Maintained high levels of customer service by managing an average of 60 inbound calls daily, addressing concerns, and setting appointments.
  • Ensured comprehensive service by following up with customers for additional support and updating records with all transaction details and interactions.

Customer Service Agent

Skyes
Remote
10.2018 - 01.2020
  • Investigated customer inquiries and resolved issues pertaining to orders and delivery tracking, ensuring satisfaction and loyalty through personalized conflict resolution.
  • Delivered comprehensive support by efficiently escalating advanced customer needs, coordinating service appointments, and ensuring the protection of sensitive information through adherence to security protocols.
  • Enhanced billing accuracy and customer service by calculating service charges, managing financial transactions, and conducting follow-up calls to confirm customer satisfaction with solutions provided.

Customer Service Representative

Housewives of Telemarketing
09.2015 - 10.2018
  • Resolved a wide range of customer issues, including billing, refunds, and login access, ensuring a high level of service satisfaction.
  • Conducted outbound calls to promote credit monitoring services and insurance campaigns, setting appointments for independent agents.
  • Informed customers about burial and final expense plans, maintaining a call volume of 100-150 calls daily to maximize outreach efforts.

Hotel Reservation Specialist

Hilton Hotel
Atlanta
05.2012 - 11.2015
  • Managed all aspects of guest check-in and check-out procedures, ensuring seamless operations and customer satisfaction.
  • Enhanced guest experience by providing knowledgeable recommendations for local attractions and dining, while ensuring the security of guest valuables.
  • Fostered strong relationships with staff, customers, and vendors, contributing to a collaborative and efficient working environment.

Education

High School Diploma -

Decatur, Georgia
06.1995

Skills

  • MS Word
  • Complaint Resolution
  • Inbound Calls
  • Transaction Processing
  • Call Center
  • Customer Service
  • Empathy
  • Active Listening
  • Communication Skills
  • Multitasking
  • CRM Software Proficiency
  • Problem-Solving
  • Adaptability
  • Time Management

Certification

License Life Insurance Agent, Primerica, 01/24

Timeline

Independent License Life Insurance Agent

Primerica
01.2024 - Current

Call Center Customer Service Representative

Arise
12.2020 - Current

Customer Service Agent

Omni Interaction
03.2020 - 11.2020

Customer Service Agent

Skyes
10.2018 - 01.2020

Customer Service Representative

Housewives of Telemarketing
09.2015 - 10.2018

Hotel Reservation Specialist

Hilton Hotel
05.2012 - 11.2015

High School Diploma -

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Shakela Milligan