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Skills

  • Customer service
  • Property insurance
  • Contract negotiation and closing
  • New business development
  • Communications
  • Supervision
  • Metric equipment
  • Risk mitigation
  • Problem resolution
  • Quote information

Work Experiences

  • Collaborated closely with senior management to revamp service initiatives, enhancing client retention by 32%.
  • Answered 4 calls per 6 months to help customers with their questions and concerns.
  • Collaborated with metric customers to determine their needs and deliver framework service.
  • Oversaw the delivery of initiative project by method team, which resulted in initiative.
  • Achieved consistent monthly performance metrics.
  • Achieved 81% improvement in customer retention rates.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved 18 new policy activations in 2023.
  • Returned customer calls within 16 hours, resolving issues and answering questions quickly.
  • Accomplished this during one year.

Summaries

  • Adept at managing multiple client portfolios.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 37% growth in new business.
  • Strengths in budget management and project management backed up by Miscellaneous training.
  • Aligned products with client needs.
  • Bolstered overall service satisfaction.
  • Exceptional juggler of multiple competing responsibilities at the same time.
  • Committed to streamlining business operations.
  • Accomplished Agent Team Member with a track record of delivering exceptional customer service and achieving sales growth of 35%. Skilled in contract negotiation, lead conversion, and relationship management.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved 14 complex client escalations in under category, contributing to a 57% reduction in service resolution timeframes.
  • Increased policy renewal rates by 68% by consistently delivering exceptional service quality and building strong client relationships.
  • Trained staff on new CRM software, improving lead tracking efficiency by 75%.
  • Led a cross-functional team to implement a customer feedback system, reducing negative reviews by 48% in 2019.
  • Collaborated with team of 12 in the development of system.
  • Leveraged expert knowledge in policy details, successfully recommending additional coverages, leading to 17 in additional revenue.
  • Resolved product issue through consumer testing.
  • Maintained a customer satisfaction score of 18% by delivering exceptional support and regular client check-ins.
  • Implemented sales scripts and training, resulting in a 29% increase in upsell opportunities and renewals.

Affiliations

  • Lions Club
  • Institute of Customer Service
  • Association of Insurance Compliance Professionals (AICP)
  • Certified Insurance Service Representative (CISR) Program
  • American Medical Informatics Association
  • American Society for Training and Development (ASTD) – Sales Training Special Interest Group
  • American Association of Professional Salespeople
  • Society of Human Resource Management
  • International Association of Administrative Professionals
  • Association of Information Technology Professionals

Certifications

  • Salesforce
  • Google Certified Professional Cloud Architect
  • Certified Sales Leadership Professional (CSLP)
  • Certified Public Accountant (CPA)
  • Customer Service Excellence Certification
  • Certified Customer Experience Professional (CCXP)
  • Certified Financial Services Security Professional (CFSSP)
  • Chartered Life Underwriter (CLU)
  • Certified in Sales Operations Management
  • Professional in Customer Success Management (PCSM)

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