Alaina Michel
Irving,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Motivated to maintain overall satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Corporate Administrative Service Agent
Goosehead Insurance Company
11.2022 - Current
- Collaborating closely with writing agents and lenders by specializing in expediting binders for new home acquisitions and refinances.
- Maintaining a daily average of processing eighty cases while simultaneously overseeing the omni queue and providing support to team members.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Held the role of designated team captain during a department merge with the responsibility of training new members while also exceeding monthly expectations.
- Continuing to earn 100% scores on monthly KPI's reports by maintaining a high level of accuracy and pull to close ratio.
Corporate Service Agent
Goosehead Insurance company
06.2019 - 11.2022
- Provided expert guidance to high-value clients, insurance agents, and mortgage firms, ensuring successful endorsement and management of property and casualty policies
- Skillfully managed policy retention, successfully diffused client concerns, and handled both inbound and outbound calls efficiently, even under a heavy workload.
- Conducted monthly one on one shadowing sessions for prospective franchise buyers by offering insights into departmental operations.
- Maintained a remarkable monthly Net Promoter Score (NPS) consistently exceeding 94%.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Brand Associate
Altar'd State
06.2016 - 02.2020
- ·Worked with a team of over twenty individuals to build relationships with new customers and maintained existing relationships by providing excellent customer service, product knowledge, and customer follow-up.
Education
Bachelors of Business Administration in Human Resources Management -
University of Oklahoma
Norman, OK05.2019
Skills
- Licensed in Property and Casualty Insurance
- Microsoft Office Suite
- Knowledge in Salesforce (Lightning CRM, Reports, Dashboards, Omni)
- Leadership
- Attention to Detail
- Performance Goals
- Problem Solving
- Customer Service Orientation
- Product Knowledge
- Excellent Communication
- Teamwork and Collaboration
- Multitasking and Organization
- Call Center Operations
- Client Rapport
Accomplishments
- Maintained a Junior Leader role in 2020 and launched competitions within my team that resulted in my peers collectively being at or above metrics for Q3.
- Collaborated with a team of five Junior Leaders in the process of updating the Carrier Based Knowledge and Service Knowledge Articles for 90 carriers.
- Achieved averaging a monthly KPI score of 100%+ for the past 3 years by completing daily work with accuracy and efficiency.
- Supervised, on various occasions, team of 15-20 staff members when management would be in several meetings a day.
- Goosehead President's Club 2021.
- Goosehead President's Club 2022.
Timeline
Corporate Administrative Service Agent
Goosehead Insurance Company
11.2022 - Current
Corporate Service Agent
Goosehead Insurance company
06.2019 - 11.2022
Brand Associate
Altar'd State
06.2016 - 02.2020
Bachelors of Business Administration in Human Resources Management -
University of Oklahoma