Chelsie MacMillan
Warrensburg
Summary
Results-driven professional with a proven track record of providing customers with tailored solutions to meet their unique needs. Skilled in establishing and nurturing strong relationships with clients, ensuring their satisfaction and loyalty. Known for delivering quality service and going above and beyond to exceed expectations. Agile and adaptable, with excellent communication and customer service skills that enable effective problem-solving and collaboration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Personal Lines Insurance Sales Agent
TTEC
02.2024 - Current
- Generated quotes and proposals for clients to match individual needs.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sold auto and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Negotiated contracts with clients to establish best coverage with lowest cost.
- Followed up promptly with interested clients to close sales.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Finalized sales and collected necessary deposits.
Licensed Insurance Agent/Customer Service Representative
Foundever
09.2022 - 02.2024
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Provided coverage option information to assist clients in protecting assets.
- Promoted products and services using upselling and other sales strategies.
- Calculated quotes and educated potential clients on insurance options.
- Prepared materials for skills development classes.
- Evaluated training delivery methods to optimize effectiveness.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Trained and mentored new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
CSR Management Support
Radial
07.2020 - 07.2022
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained up-to-date knowledge of product and service changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Service Advisor
Liberty Tire and Brake
01.2020 - 06.2020
- Maintained high customer satisfaction standards to meet or exceed targets.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Read and followed technical documentation to complete accurate repairs.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Retained accurate records of purchases, titles and sales.
- Explained estimates and determined repair timelines to manage customer expectations.
Customer Service Representative
Parkers Convenience Stores
10.2018 - 09.2019
- Responded to customer requests for products, services, and company information.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Received inventory from vendors and entered merchandise into inventory database to keep accurate records.
- Stocked merchandise on display shelves and racks to provide good selection for customers.
- Complied with company guidance and state and federal laws to control sales of tobacco, alcohol and fresh food products.
- Followed cash handling, inventory accountability and fueling station procedures as part of operations.
- Met safe food handling protocols to comply with company, Georgia health department and industry standards.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
Baker
Insomnia Cookies
08.2018 - 09.2018
- Complied with health and safety codes to protect staff and customers.
- Maintained accurate inventory of baking supplies and ingredients.
- Operated cash registers and processed payments accurately.
- Created appealing displays to showcase products in bakery.
- Produced consistently high-quality baked goods for customers.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Cleaned and maintained kitchen equipment and oven.
- Managed customer service operations, including taking orders and resolving complaints.
- Processed customer orders and payment transactions.
- Followed food safety standards when handling ingredients.
Customer Service Representative
Rock Solid Roofers and Construction
01.2018 - 05.2018
- Handled the inbound and outbound customer service calls for quality assurance, as well as scheduling estimate appointments for field sales representatives
- Responded to customer requests for products, services, and company information.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Acted as first point of contact and set appointments for prospective clients.
- Handled complaints and questions, and re-directed calls to other team members.
- Provided information about available products and services, membership details, and purchase advantages.
Customer Service Representative
Sitel
01.2009 - 02.2010
- Handle inbound and outbound customer service calls for DirecTV, including but not limited to: billing support, technical support, installation support, sales, account management, internet sales and support, and basic customer support
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma - General Studies
Lafayette High School
Mayo, FL01.2008
Skills
- Goal oriented
- Building rapport
- Insurance sales strategy
- Appointment management
- Team training and development
- Licensed insurance agent
- Client retention
- Email marketing
- Asset protection
- Policy analysis
- Risk management
- Customer needs assessment
Certification
- Driver's License, Present
- Insurance Producer License, Licensed in multiple states, excluding MA, MI, AK, MT, ND, SD, and WY
- Property & Casualty License, 01/01/23, 01/01/25
Additional Information
Result-oriented and focused on customer and company satisfaction. A quick-learner and a positive learning process. Ability to be a team member or a team leader, and works very well with others, whether in a behind-the-scenes or customer fronted position.
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Personal Lines Insurance Sales Agent
TTEC
02.2024 - Current
Licensed Insurance Agent/Customer Service Representative
Foundever
09.2022 - 02.2024
CSR Management Support
Radial
07.2020 - 07.2022
Service Advisor
Liberty Tire and Brake
01.2020 - 06.2020
Customer Service Representative
Parkers Convenience Stores
10.2018 - 09.2019
Baker
Insomnia Cookies
08.2018 - 09.2018
Customer Service Representative
Rock Solid Roofers and Construction
01.2018 - 05.2018
Customer Service Representative
Sitel
01.2009 - 02.2010
High School Diploma - General Studies
Lafayette High School
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