Rachel Lisa Mathurin

M Rachel Lisa Mathurin--om Kissimmee, FL 34743 Summary Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Skills  Credit Card Payment Processing  Data Entry and Maintenance  Report Creation  Responding to Difficult  Report Generation Customers  Customer Data Confidentiality  Efficient and Detail-Oriented  Courteous with Strong Service  Call Documentation Mindset  Customer Service  Customer Account Management  Issue and Complaint Resolution  Upbeat and Positive Personality  Data Entry  Understanding Customer Needs  Upselling Products and Services  Creative Problem Solving  CRM Software  POS Systems and Ordering  Verbal and Written Platforms Communication Experience REMOTE RESULTS ASSOCIATE (INSURANCE AGENT) | 08/2025 to Current The Results Company, LLC - Kissimmee, Florida              Assisted clients in understanding insurance options and coverage details. Maintained accurate records of client interactions and policy information. Supported the processing of insurance applications and claims efficiently. Educated clients on policy features and benefits during consultations. Collaborated with team members to ensure smooth operations and service delivery. Prepared documentation for new policies and renewals as needed. Handled routine inquiries regarding policies, premiums, and coverage limits. Engaged in continuous learning about industry practices and regulations regularly. Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures. Responded to customer inquiries and problems to promote great service. Maintained accurate records of all insurance transactions using computer software systems. Provided customers with information regarding plan features, pricing, and availability. Developed relationships with new clients through cold calling and     referrals from existing customers. Conducted telephone appointments with prospective clients to build rapport and sell insurance services. Conducted meetings or phone calls with potential clients to present insurance policies and answer questions. Explained complex technical terms related to insurance plans in simple language for easy understanding. Processed payments received from clients promptly according to established procedures. REMOTE UNLICENSED P&C INSURANCE -CSR | 02/2025 to 06/2025 Foundever, Inc - Kissimmee, Florida                     Assisted customers with inquiries and resolved issues effectively. Processed transactions accurately and efficiently at the register. Maintained a clean and organized workspace to enhance customer experience. Collaborated with team members to ensure smooth daily operations. Educated customers about products and services available in-store. Handled returns and exchanges following company policies and procedures. Monitored inventory levels to assist with restocking needs promptly. Provided feedback to management on customer preferences and trends observed. Managed multiple tasks simultaneously while providing excellent customer service experience. Identified customer needs and provided appropriate solutions. Handled customer inquiries and complaints in a timely manner. Provided customer service support to customers over the phone and by email. Followed up with customers to ensure their satisfaction. Participated in team meetings or training sessions when necessary. Processed orders, forms, applications, and requests. Adhered to company's established protocols for handling confidential data. Educated customers on special pricing opportunities and company offerings. Performed account maintenance activities such as updating client information in databases. Consulted with customers regarding needs and addressed concerns. Documented all conversations with customers in CRM software according to company standards. Benefits Advisor Kissimmee, FL Everise, Inc  Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.  Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.            Check to ensure that appropriate changes were made to resolve customers' problems. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Determine charges for services requested, collect deposits or payments, or arrange for billing. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Refer unresolved customer grievances to designated departments for further investigation. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Review insurance policy terms to determine whether a particular loss is covered by insurance. Solicit sales of new or additional services or products. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. E-Support Kissimmee, FL Harry & David Company/Jun 2023  Educated customers on special pricing opportunities and company offerings.  Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.  Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.  Improved customer service wait times to mitigate complaints.  Used proven techniques to de-escalate angry customers during telephone interactions. Customer Service Representative Kissimmee, FL Tjx Companies, Incorporated/Jun 2023  Assisted customers with making payments or establishing payment plans to bring accounts current.  Informed customers about billing procedures, processed payments and provided payment option setup assistance.  Escalated customer concerns, issues and requirements to supervisors for immediate rectification.  Fielded customer complaints and queries, fast-tracking for problem resolution.  Promoted high customer satisfaction by resolving problems with    knowledgeable and friendly service. Set up and activated customer accounts. Asked probing questions to determine service needs and accurately input information into electronic systems. Educated customers on special pricing opportunities and company offerings. Customer Service Representative Hopewell, OH Harry and David/ Oct 2022 to Dec 2022  Assisted customers with making payments or establishing payment            plans to bring accounts current. Informed customers about billing procedures, processed payments and provided payment option setup assistance. Escalated customer concerns, issues and requirements to supervisors for immediate rectification. Fielded customer complaints and queries, fast-tracking for problem resolution. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Set up and activated customer accounts. Asked probing questions to determine service needs and accurately input information into electronic systems. Educated customers on special pricing opportunities and company offerings. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Improved customer service wait times to mitigate complaints. Used proven techniques to de-escalate angry customers during telephone interactions. Licensed Insurance Agent Orlando, FL Balance Staffing/ Aug 2022 to Sep 2022  Worked alongside senior team members to learn related job tasks and   roles. Sought out assistance and asked questions to further understanding. Attended training sessions and meetings to learn new information and develop personal skills. Remote Vaccine Support Representative West Des Moines, IA Mass Markets/ Jan 2020 to Apr 2021  Strategized long-term business needs and applied customer feedback   for process improvements. Obtained names and telephone numbers of potential customers from various sources, entering information into job-related software and word processing systems. Created and maintained accurate and complete records of all customer interactions in job-related software.   Recorded information from potential customers regarding specific product or service needs. Sorted and distributed incoming faxes, letters and emails for office distribution. Licensed Insurance Agent Plantation, FL Ttec (TeleTech) - HealthCare Solutions/ Sep 2020 to Nov 2020  Worked alongside senior team members to learn related job tasks and   roles. Attended training sessions and meetings to learn new information and develop personal skills. Asked questions about tasks to learn techniques and how to operate without supervision. Developed essential skills and techniques through diligent practice.  Licensed Insurance Agent Sunrise, FL Connexion Point/ Sep 2020 to Nov 2020  Worked alongside senior team members to learn related job tasks and  roles. Asked questions about tasks to learn techniques and how to operate without supervision. Developed essential skills and techniques through diligent practice.  Crew Team Member Kissimmee, FL McDonald's Restaurant/ May 2019 to Jan 2020  Followed orders of senior leadership with exacting accuracy in              moment and without question. Inspected food products for quality and consistency and reported concerns to cooks. Washed dishes, cleaned countertops and sanitized high-use areas. Swept, vacuumed and dusted areas periodically to maintain impeccable cleanliness. Greeted customers and cultivated positive experiences in line with company standards. Operated, filled and cleaned beverage fountains by following accurate recipes of industrially packaged beverage mixtures. Packaged menu items into bags or trays and placed drink orders into carriers. Prepared food for various recipes by washing, peeling and dicing ingredients. Served food quickly for positive guest experiences. Kept restaurant lobby, front counter and restrooms neat and clean throughout shift. Drove team success by quickly completing assigned tasks. Explained current promotional information and items to patrons. Took orders from patrons and input selections into store computer system. Demonstrated proper food safety practices by accurately completing quality control checklist. Prep Cook/Cashier Team Lead Orlando, FL Pizza Hut/ May 2018 to Jul 2018           Answered customer questions and provided store information. Assisted with training new cashiers and customer service team members to increase speed of onboarding. Inventoried stock and placed new orders to maintain supplies for expected demand. Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans. Authorized discounts and special actions to resolve customer disputes and maintain satisfaction. Rotated and merchandised products at point-of-sale to improve impulse buy rate. Verified customer age requirement for alcohol or tobacco purchases. Directed trash removal and sanitation procedures to keep aisles and register area organized. Tracked company inventories, moved excess stock and arranged products to improve sales. Processed payments promptly for customers to exceed productivity standards. Clerical Assistant/Student Assistant Saint Croix, USVI, USVI University of the Virgin Islands/ Jul 2006 to Aug 2007  Greeted visitors or callers to handle questions or direct to appropriate staff. Dispersed incoming mail to correct recipients throughout office. Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.  Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.  Monitor field conditions to determine crop readiness and sustainability.  Demonstrated knowledge of safety and proper operation of heavy farm equipment.  Cleared and maintained irrigation ditches for adequate water flow, dust suppression and crop growth.  Supported crew members in maintaining irrigation systems.  Harvested fruits and vegetables by hand.  Loaded agricultural products into trucks and drove to market or storage facilities. Education and Training   Master of Science: Accountancy University of Phoenix Jul 2018 Tempe, AZ Bachelor of Science: Accountancy University of Phoenix Feb 2017 Tempe, AZ High School Diploma: Cosmetology, Music, And General Studies Saint Croix Central High School Jun 2003 Saint Croix, USVI Accomplishments  Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.  Sales - Consistently generated additional revenue through skilled sales    techniques. Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information. Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions and orders. Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.