Valencia Allen

Dynamic professional with over 6 years of customer service and administrative experience. Demonstrated expertise in data entry, accurate record keeping, and effective problem resolution. Proficient in using CRM systems and Microsoft Office, with a strong ability to communicate clearly and work collaboratively. Adept at managing tasks and ensuring compliance with protocols, ready to adapt and thrive in technical testing environments.

Locker+ Associate - Amazon - McKinney, TX

(2025-08 - 2026-02)

• Delivered excellent customer assistance by helping customers with package pickups, returns, and resolving locker system issues promptly
• Troubleshot locker and delivery problems, collaborating effectively with delivery drivers and support teams to ensure smooth operations
• Utilized smartphones and handheld devices for accurate sorting, scanning, and order preparation
• Maintained a clean, safe, and organized workspace to support efficient locker operations
• Received shipments and organized packages within lockers, ensuring proper stocking and functionality

Repair Sales Advisor - TransformCo Sears - McKinney, TX

(2024-04 - 2025-09)

• Served as a primary point of contact between customers and manufacturers/suppliers, resolving complex warranty claims with effective communication
• Increased customer satisfaction by promptly addressing warranty issues and providing clear information
• Utilized CRM software to track customer interactions, manage leads, and streamline appointment setting and sales processes
• Negotiated pricing agreements and contracts to balance profitability with customer satisfaction
• Identified upsell opportunities within existing client base to enhance sales results

Inside Sales Representative - GEICO - Dallas, TX

(2023-08 - 2024-03)

• Provided inbound sales support by sourcing calls and interviewing applicants for personal auto insurance policies
• Counseled and educated customers on insurance options tailored to their individual needs
• Handled inquiries and overcame objections to successfully close sales and meet targets
• Consistently met and exceeded sales goals through effective customer engagement

Customer Advocate (Medicare) - United Health Care - Irving, TX

(2016-09 - 2023-07)

• Delivered premium customer service by owning member issues through to resolution, ensuring first call resolution when possible
• Conducted provider outreach to assist with appointment scheduling, billing concerns, coverage determinations, and third-party vendor connections
• Provided detailed information on claims, coinsurance, Explanation of Benefits, denials, appeals, and grievances
• Maintained documentation and performed timely follow-ups with physicians, pharmacies, and customers to ensure optimal outcomes
• Educated members on healthcare topics and assisted with navigating member portals and United Health Group websites
• Adhered strictly to HIPAA regulations and consistently exceeded quality and customer satisfaction standards

Special Sales - ADT Security Services - Irving, TX

(2012-07 - 2015-03)

• Delivered exceptional customer service and security system sales, consistently exceeding monthly sales goals by over 16%
• Demonstrated strong verbal and written communication skills to build customer trust and close sales
• Troubleshot customer concerns and effectively de-escalated challenging situations to maintain positive relationships
• Paid close attention to detail to ensure thoroughness in sales processes and customer interactions

Home Health Care Provider - Potters Healthcare Services - Lewisville, TX

(2012-02 - 2012-09)

This time was used to provide personal services (in home) helping care for my ailing grandmother. Cleaning, hygiene, home care, exercises, etc.

Fraud Prevention Specialist - Equifax (Temp) - Fort Worth, TX

(2011-08 - 2012-02)

My responsibilities included heavy Data Entry, Fraud Prevention via employment/income verifications, placing outbound calls to obtain information on behalf of various lenders

• Met and exceeded production goals on a monthly basis

Juvenile Correctional Officer - Texas Youth Commission - Mart, TX

(2006-06 - 2008-02)

Direct Care of Juveniles in a high security dorm setting. Duties included program enforcement and correction of non-compliant behaviors, Behavior Group facilitation, group transport to various activities throughout the day, inspections, and other duties as assigned and deemed necessary in a correctional setting. 2-way radio communication, control center operation.

Service Counselor II - AAA Texas - Irving, TX

(2004-03 - 2005-10)

Fast-paced, inbound call center representative for department of Emergency Roadside Assistance, AAA Texas. Duties included, receiving inbound calls (60-80 per day), call de-escalations, data entry, dispatching, call routing.

High school - Upper secondary education - Nimitz High School (1999-08 - 2003-05)