Ebonae Hodges
Coolidge
Summary
Dynamic customer service professional with a proven track record at Farmers Insurance, excelling in cross-selling and upselling. Adept at managing high-volume transactions while delivering exceptional service. Skilled in CRM software and known for empathy and patience, consistently achieving performance metrics and fostering strong client relationships.
Overview
2
2
years of professional experience
1
1
Certification
Work History
CSR, Sales
Farmers Insurance
04.2024 - Current
- Assisted customers with inquiries and product selection to enhance satisfaction.
- Processed sales transactions accurately using point-of-sale systems.
- Maintained product knowledge to effectively address customer needs and preferences.
- Collaborated with team members to ensure efficient service delivery during peak hours.
- Handled customer complaints professionally, striving for positive resolutions.
- Supported sales initiatives by promoting current promotions and loyalty programs.
- Conducted follow-up communications to ensure customer satisfaction post-purchase.
- Adapted quickly to new tools and processes, enhancing operational efficiency in daily tasks.
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
- Delivered exceptional service, consistently meeting or exceeding performance metrics.
- Licensed insurance agent as of 11/13/2024
Mortgage Loan Processor
Discover Bank
04.2023 - 04.2024
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Prepared file for final clear-to-close by branch management.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
Education
Human Resources Management
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZSkills
- Cross-selling and upselling
- Data entry proficiency
- Empathy and patience
- Performance tracking
- Goal-oriented mindset
- Product knowledge expertise
- CRM software proficiency
- Customer relations
- Microsoft Excel
- Problem resolution
- Call center operations
- Customer relationship management (CRM)
- Clerical support
Certification
Personal lines insurance license
Timeline
CSR, Sales
Farmers Insurance
04.2024 - Current
Mortgage Loan Processor
Discover Bank
04.2023 - 04.2024
Human Resources Management
Maricopa Community Colleges, Rio Salado Community College