Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Binah Ra El

Binah Ra El

Lincoln

Summary

My objective is to diversify my skills to obtain a challenging leadership position that promotes creative problem solving and the use of superior customer service to analyze root cause of system inefficiencies and product defects to implement measurable quality improvement

Overview

14
14
years of professional experience

Work History

Project Specialist

Allstate Insurance
09.2017 - 04.2022
  • Analyzed internal policies, processes and products in comparison to trends and customer complaints and inquiries
  • Responded to first notice of loss calls by interviewing involved participants, documenting loss facts and discussing coverages and determining liability where applicable
  • Analyzed when processes, policies and products are negatively impacting customer experience
  • Resolved customer's account access issues
  • Applied new technologies and consistently delivered results
  • Conducted research using a combination of internal and external sources to develop viable solutions based on existing internal resources and then implemented solutions on daily operations
  • Measured feedback by accessing the customer's responses to implementation
  • Compared outcomes to pre-implementation data to determine implementation impact
  • Provided first touch resolution by conducting root cause analysis

Sales Representative

CarMart
01.2014 - 06.2015
  • Effectively cultivated new business by promoting products and explaining policies to new clients
  • Answered leads to match clients with desired products
  • Evaluated processes to ensure that steps match outlined company procedures
  • Worked collaboratively with customers and management through problem identification to resolution
  • Maintained effective vendor relationships to coordinate product lifecycle events and support strategic initiatives while working collaboratively with cross functional stakeholders
  • Resolved customer concerns promptly by analyzing information and providing feedback
  • Consistently met and exceed sales quotas, goals and metrics

Banker

Wells Fargo
04.2012 - 10.2012
  • Phone
  • Formulated value-added solutions geared toward maximizing customer banking relationships
  • Exhibited strong customer service skills, problem solving skills and capable of performing a root cause analysis
  • Supported overall marketing and advertising efforts by converting customer service calls to new accounts
  • Deescalated calls by engaging active listening skills and empathic responses
  • Identified solutions (typically in the form of a sales referral)
  • Maintained standard call center efficiency requirements (ending QA score: 98%)
  • Worked effectively and professionally with a diverse team to meet productivity goals

Sales Representative

ATT Mobility
03.2008 - 10.2011

01.2008 - 01.2011
  • Answered inbound calls and converted them into sales opportunities by identifying and targeting customer's needs for our various products and services (wireless phone service, DSL, data connect cards, U-Verse, VOIP, netbooks, home phone, accessories etc)
  • Served as tier 1 help desk support in an effort to minimize hold time/create better customer service experience to support flow of operations
  • Strong problem solving and analytical skills with the ability to analyze data, identify trends and formulate proposals
  • Managed a sales force of 15 salespeople multiple times per year as sales mentor
  • Improved team metrics by 28%
  • Handled administrative aspects of sales
  • Increased revenue by communicating the benefits of all products, services, features, plans and special offers to new and existing customers
  • Recipient of several Best Practice recognitions
  • Ranked #2 (based on defined sales metrics) in the largest of four national mass media centers for ATT Mobility in 2010

Education

Bachelor of Science Business -

Jacksonville State University

Skills

  • Project Requirements
  • Project Recruiting
  • Regulatory Issues
  • Continuous Improvement Process

Accomplishments

  • Chair Workplace Committee, Power of Women (POW!) Employee Resource Group
  • Responsible for leading a team of 8 individuals focused on positively impacting Allstate's culture, promoting the inclusion of women and minorities and effectively engaging POW! Members
  • Strategize, initiate, plan, coordinate, develop and execute POW! Initiatives that enhance career satisfaction and establish mentoring and networking opportunities
  • Plan, budget and manage costs related to committee operational initiatives
  • Lead multiple successful networking events with 30+ people across the Allstate Company footprint
  • Co-chair of Employee Action Council (EAC), General Technology Solutions
  • Attended quarterly meetings with Executive VP and CIO Operations to discuss strategic direction for quality management resulting in influence of decisions which had major impacts on the overall insurance employee experience
  • Met Quarterly with both VP of Operations and VP of Marketing to discuss strategic planning and overall Employee Action Council
  • Influenced CSA leadership on methods to engage and connect a culture of continuous improvement throughout the CSA and implement change to improve employee experience thus positively impacting quality
  • Led efforts to design a modern employee recognition program, the TO Diamond Award, a peer-based awards program that recognizes peers who consistently demonstrate behaviors that align with core values

Timeline

Project Specialist

Allstate Insurance
09.2017 - 04.2022

Sales Representative

CarMart
01.2014 - 06.2015

Banker

Wells Fargo
04.2012 - 10.2012

Sales Representative

ATT Mobility
03.2008 - 10.2011

01.2008 - 01.2011

Bachelor of Science Business -

Jacksonville State University

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Binah Ra El