Amanda E. Ulysse

• Serve as a key point of contact for customers, providing expert advice on insurance policies and service options.

• Manage a high volume of client interactions, ensuring exceptional customer service and timely follow-up on all inquiries.

• Collaborate with internal departments to resolve client issues efficiently and uphold service excellence standards.

• Utilize CRM and internal systems to maintain accurate records, track policy changes, and support renewal processes.

• Consistently meet or exceed service metrics, contributing to customer retention and satisfaction goals.

• Maintained high customer satisfaction standards to meet or exceed targets.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.

• Used consultative approach to resolve customer needs, established trust, and provided solutions based on current products and service offerings.
• Built and maintained relationships between members and nonmembers and insurance carriers, exercising technical knowledge effectively and provide accurate risk management and risk mitigation solutions.
• Operated within compliance and insurance standards and Agency Management Systems to limit agency Errors & Omissions (E&O) exposure through proper documentation.
• Managed over 50 customer calls per day while maintaining KPI and increasing sales by 45%.
• Worked with Carrier guidelines and processes to partner and negotiate with underwriters on endorsements, renewal questions, and remark's for underwriting determination (approval or declination).
• Calculated Insurance to Value (ITV) on wide range of property types and structures including geographic differences and capture custom or unique features within properties and provided appropriate details to resolve accurate replacement values.
• Provided select account service for member's and nonmember's including policy changes, certificates, endorsements, renewals, non-renewals,cancellations, reinstatements, and record updates within agency systems.

• Directed customers through complete Insurance policy process according to specified needs, increasing sales by 33.6%
• Utilized consultative sales approach with assistance of industry leading technology.
• Adhered to specified risk and compliance procedures according to federal standards
• Ensured compliance goals by 98% accuracy
• Operated in contact center environment and navigated multiple systems/programs while maintaining & engaging member interaction that occurs across multiple channels.
• Followed written risk and compliance policies and procedures for business activities.
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices
• Developed sales leads from direct referrals, networking and targeted marketing campaigns

• Identified and managed existing and emerging risks that stem from business activities.
• Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Facilitates the Property & Casualty (P&C) member experience by answering inbound and/or outbound phone calls, emails, and/or other contacts from members.
• Responsible for respective trailing documents for all states and/or international requirements and offerings.
• Identifies, assesses, and understands member needs and consistently provides complete and accurate advice and solutions, including products and services.
• Managed approximately 56 incoming calls, emails and faxes per day from customers
• Provides thorough issue diagnosis while minimizing transfers, escalations, and call backs.

• Maintained documentation, including production tracking reports/logs to expedite inquiries.
• Conducted research on member accounts as necessary.
• Interact with members and clients who have member service problems.
• Reviewed and responded accordingly to all types of communications.
• Participated in special projects, including cross-training assignments and other duties as assigned, complete within established deadlines.
• Reviewed, edited, and published new procedures as required.

• Client Services – Support online customers via E-mail & Chat.
• Responsible for all customer inquiries, including escalating unresolved issues to proper department.
• Relaying brand, familiarity on brand products and policies effectively and efficiently to customers.
• Conflict resolution and de-escalation of calls.

• Deliver prepared sales talks.
• Explain products or services and prices and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into system.

• Verified insurance policies with customers and provided complete understanding of benefits and associated deductibles.
• Contacted physician's office to gather necessary documents required for program approval.
• Prescription program submissions to ensure patients receive discounted medications.
• Processed internal billing and refunds for patients.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.

• Assisted with customer’s transaction and choice of product.
• Visual Marketing throughout store.
• Processed shipment and transfers of merchandise to other stores.
• Maintained sales segments throughout workday along with loss prevention.

• Greeted customers in a courteous, friendly, and professional manner.
• Communicated in an effective manner with individuals/teams in the program, to ensure high quality and timely expedition of customer’s requests.
• Clarified customer requirements; probe for and confirmed understanding of inquiries and issues.
• Prepared and maintained customer’s files.
• Resolved issues that could have been unstructured and that required reliance on conceptual thinking.

• Greeted and acknowledged customers upon entrance.
• Posted cash receipts daily.
• Aided customers by answering merchandise-related questions.
• Observed and monitored for loss prevention and advised management of any unusual internal or external activities.
• Operated the cash register – Check out process of sales transactions.
• Participated in productive management and team meetings.
• Ensured that all visual directives are executed seamlessly and within the scheduled time frame and allotted payroll budget.
• Partner with Store Manager in the execution of the store business plan that drives KPI results and maximizes business opportunities.
• Successfully drove new product lines to increase annual profits by 37%