Alicia Kohler
Battle Creek,MI
Summary
Proven track record in enhancing client relationships and compliance management, demonstrated at State Farm through strategic cross-selling and effective complaint resolution. Excelled in leading teams and optimizing operations, achieving significant improvements in customer service and operational efficiency. Skilled in CRM software and organizational skills, with a knack for identifying and mitigating risks. Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Agent Team Member
State Farm
09.2022 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
- Maintained high standards of customer service by building relationships with clients.
- Utilized CRM software to manage client relationships.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Finalized sales and collected necessary deposits.
- Monitored customer feedback and identified areas of improvement.
- Met with customers to provide information about available products and policies.
- Calculated premiums and established payment methods for sales.
- Educated clients on insurance policies and procedures.
- Researched and identified potential new markets.
- Generated leads through cold-calling, networking and other outreach methods.
Virtual Assistant
Self Emloyed
06.2021 - 12.2022
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Executed travel arrangements by researching and booking flights and accommodations.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
- Uploaded files for team use on Google Suite and SharePoint.
- Organized and managed team tasks using Trello and Asana.
- Managed CRM input, exports and clean up.
- Coordinated Skype calls across multiple time zones.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Conferred with customers by telephone, chat or email to provide information.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Liaised between clients and vendors and maintained effective lines of communication.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Front Office Coordinator
Opus Internal Medicine
01.2020 - 06.2021
- Aided colleagues, managers, and customers through regular communication and assistance.
- Monitored office supplies by checking inventory and placing orders.
- Collect patient and client documents and information upon referral.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitored front areas so that questions could be promptly addressed.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Interceded between employees during arguments and diffused tense situations.
Education
Master of Science - Business Administration
Central Michigan University
Mount Pleasant, MI04.2021
Skills
- Compliance Management
- Brand representation
- Corporate Governance
- Cross-Functional Teamwork
- Client Relationship Building
- Lead prospecting
- Business Correspondence
- Relationship Building
- Customer service abilities
- Sales closing
- Positive Attitude
- Organizational Skills
- Call Management
- Customer needs determination
Certification
- Licensed P&C, Health, Life - MI, IL, IN, WI
Timeline
Agent Team Member
State Farm
09.2022 - Current
Virtual Assistant
Self Emloyed
06.2021 - 12.2022
Front Office Coordinator
Opus Internal Medicine
01.2020 - 06.2021
Master of Science - Business Administration
Central Michigan University