VIVICA STEVENSON
CHESAPEAKE
Summary
Passionate, driven, dependable and eager to say the least; with 10+ years of experience in customer service, problem solving, training and leadership. Highly motivated in providing exceptional experiences for both customers and peers by boosting morale and building strong relationships. Adept in implementing strategies that enhance productivity and fostering a collaborative environment to ensure high levels of team performance. I’m looking forward to contributing my can-do leadership skills and strategic planning abilities towards enhancing customer experiences and achieving company goals.
Overview
6
6
years of professional experience
Work History
Licensed Insurance Customer Service Representative
GEICO
07.2025 - Current
- Delivering licensed support for auto policy holders by providing tailored quote inquiries, explaining coverage options and educating the benefit of extra protection coverage i.e. (umbrella, homeowners and renters insurance policies).
- Prioritizing efficiency with every customer interaction resulting in positive customer feedback.
- Maintaining up-to-date knowledge of company policies and procedures to deliver solution-focused results.
- Implementing all coaching and feedback to obtain stronger performance and improve metrics.
- Providing reassurance by actively listening and addressing the emotion and concern of customers’ requests: billing concerns, processing payments, updating account information, etc.
ERS Dispatcher
AAA Tidewater
10.2022 - 07.2025
- Coordinated vehicle recovery and transport from contracted facilities using dispatch software based on urgency, location, availability and driver experience.
- Resourcefully re-routed drivers when needed due to traffic delays or other considerations while meeting all scheduled pickup etas (estimated arrival times).
- Displaying dependability with most hours of overtime worked to assist with managing multiple states on the eastern market due to weather conditions, holiday travel or staffing shortages.
- Maintained efficient communication between drivers and members by keeping members informed of estimated arrival times (ETA), changes or delays in service.
- Trained and mentored new and existing employees on efficient dispatching strategies to ensure appropriate emergency roadside assistance and driver individual metrics.
Sr Risk Coordinator
Capital One
10.2019 - 10.2022
- Recorded detailed minutes for weekly team meetings ensuring clear documentation of strategic initiatives decisions and takeaways.
- Delivering a "wow" customer experience by advocating, problem solving and understanding customer needs and to build lasting relationships.
- Guiding other associates with the necessary skills to provide exceptional customer-focused experiences.
- “Repositioning the no” how can we help
- Providing compassion and real solutions rooted in empathy to encourage customers impacted by financial difficulties i.e., (COVID) with fee suppression, minimum payment assistance, and deferred loan assistance.
- Supporting other associates who reach out for help with a customer issue or complaint with in-the-moment feedback to ensure they are connected to the right resources.
Education
High School Diploma -
Indian River High School
Chesapeake, VA06.2016
Skills
- Heavily invested in both formal and informal learning and development opportunities
- Exceptional listening, questioning, call control and de-escalation techniques
- Creative decision-making
- Efficient time management
- Team leadership
- Proficient with Windows and Mac versions of Excel, PowerPoint, and Word
- 2 years of experience with CRM software (salesforce)
- Flexibility
- Strong attention to detail
- Remote collaboration skills
Timeline
Licensed Insurance Customer Service Representative
GEICO
07.2025 - Current
ERS Dispatcher
AAA Tidewater
10.2022 - 07.2025
Sr Risk Coordinator
Capital One
10.2019 - 10.2022
High School Diploma -
Indian River High School