Wesley Gerald Wilde Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Assisting my team along the way to provide a great customer service experience. I help manage and monitor daily activity, daily reports/updates on the team's metrics, escalations, assist in training new hires, making real time updates to tools used daily by the team (shortcuts, workflow, knowledge base), and assist in building the team's resources for multiple carriers.

Austin, Texas, United States

Austin, Texas, United States

-Troubleshot, resolved or escalated technical and support related issuesbased on individual customers' needs.-Identified ways to streamline common requests and improve supportprocesses to better serve customers' needs.-Followed up on outstanding customer concerns to affect timely resolutionsand restore customer confidence.-Trained staff on customer service best practices and protocols tomaximize efficiency and improve customer satisfaction.-Supported senior leadership by delivering daily status and performancereports for continuous improvement.-Liaised with cross-functional departments to train customer support teamon products and services and troubleshooting techniques.-Retained top talent by conducting weekly performance evaluations toformulate corrective action and training.

Austin, Texas, United States

-Analyzed customer feedback and performed policy reviews to ensurecustomer retention.-Performed customer negotiations to reach fair conclusion for bothbusiness and customer.-Implemented creative solutions to deal with special circumstances.-Promoted customer retention by using exceptional interpersonal skills.-Created and implemented retention and solutions strategies to keepclients satisfied and maintain optimum QA scores.-Conducted detailed analysis and research of customer retention issues tofacilitate timely and successful resolutions.-Re-established customer's faith in company by providing best retentionoffers available.

Austin, Texas, United States

-Answered insurance-related questions and discussed product offeringswith customers to meet unique needs.-Responded to queries, solved or referred problems and followed up withclients to increase satisfaction.-Navigated computer system to look up customer information and updatepolicies.-Asked probing questions and offered solutions to resolve customer issues.-Applied basic insurance underwriting knowledge to evaluate and analyzeinformation.-Handled modification and updating of policies.-Collected payments, processed receipts and informed policyholders ofoutstanding balances.

Austin, Texas, United States

-Oversaw multiple social media accounts and worked diligently to meetand exceed performance goals.-Kept accurate records pertaining to inventory and account notes,documenting any contract updates and renewals.-Negotiated contracts and closed agreements to maximize profits.-Renewed existing accounts by cementing trusting relationships withclients.-Directed day-to-day operations by spearheading implementation ofshort-term and long-term strategies to achieve business plan andprofitability goals.-Oversaw financial management, budget management, accounting andpayroll activities.-Controlled departmental facilities use and approved requests for repairsor improvements.-Aided senior leadership during executive decision-making process bygenerating daily reports to recommend corrective actions andimprovements.

Fort Worth, Texas, United States

-Arranged new merchandise with signage and appealing displays toencourage customer sales and move overstock items.-Helped customers find specific products, answered questions and offeredproduct advice.-Trained new team members in cash register operation, stock proceduresand customer services.-Sold various products by explaining unique features and educatingcustomers on proper application or usage.-Maintained knowledge of current promotions, exchange guidelines,payment policies and security practices.-Assisted teammates with sales-processing tasks to meet daily sales goals.-Rotated products from stockroom out to department sales floor accordingto seasonal plans, promotional schedules and style rotation plan.