Christian Roach
Sturgis,SD
Summary
Service professional with diverse experience in insurance, finance, communications, and claims. Licensed in Property & Casualty Insurance in 50 states. Expertise in call center, training, scheduling, management, inventory, research, and analysis. Client-focused with strong relationship building and strategic planning skills.
Overview
23
23
years of professional experience
Work History
Direct Sales Representative
Allstate Corp
Sturgis, SD
12.2023 - Current
- Delivered compelling sales presentations that highlighted key features and benefits of products or services, resulting in increased conversion rates.
- Provided comprehensive product training to new hires, contributing to their rapid integration into the sales team.
- Cultivated strong client relationships through consistent follow-ups and timely resolution of concerns, ensuring repeat business opportunities.
- Leveraged comprehensive understanding of product/service portfolio to craft tailored solutions addressing unique client needschallenges.
Licensed Agent - Escalation Specialist
Allstate
Sturgis, SD
06.2016 - 12.2023
- Scheduled and conducted meetings with clients and state DOI to resolve issues.
- Utilized CRM and other software to assist forcasting employees usage of time based on call needs.
- Assisted in over 1100 escalated clientele and agents via helpdesk each year on various issues, educating client and formulating solutions within business guidelines and state regulations
- Pioneered new escalation and help desk processes.
- Created new guidelines and training documents, access lists, and trained new members to team
- Created and filed documentation to clientele and state authorities
- Determined payment arrangements to fit clientele and business requirements
- Aided with social media handling via Sprinklr, responded and cataloged correspondence
- Educated policyholders on options in each scenario and with purchase or coverages on home and/or auto policy
- Navigated multiple systems on any given call to ensure proper information was provided to customers
- Maintained legal compliance while assisting clientele
- Refered policyholders to partner companies to ensure all their insurance needs are met
- Assisted in training of licensed agents in processes and how to become a trusted advisor
- Interpreted insurance contract language and assisted customer in understanding legal terms within contract on home, renters and automotive policies.
Senior Customer Service Representative
CCC Information Services
01.2015 - 05.2016
- Assisted in upkeep and alteration of vehicle valuations for vehicles involved in vehicle total loss claims using CCC One
- Aided with total loss adjusters and their clientele
- Investigated claims histories with SIU investigators for potential fraud activity
- Educated newly hired evaluators on how to determine and defend valuations
- Provided solutions for clientele needing vehicle valuations
- Maintained daily paperwork including production and file research
- Navigated multiple software platforms to provide up to date technical information from vehicle manufacturers and dealers
- Educated claimants on valuation and defend value determined.
Senior Risk Coordinator
Capital One
Sioux Falls, SD
06.2012 - 09.2014
- Assisted corporate management with identifying, evaluating, and resolving critical business process concerns
- Coached representatives on quality and CSAT ASAT numbers
- Assisted with tracking of department transfers, thus increasing productivity and knowledge of departmental transfer procedures
- Processed approximately 30-40 escalated collections customers’ daily educating customers on financial solutions
- Maintained personal account information to ensure compliance and security
- Provided program education regarding collection policies and procedures to ensure maximum utilization of repayment program by customer providing positive customer experience
- Analyzed and submit cases for escalated inquiries for processing of cancelled, failed, account payment errors, adjustments, and/or credit bureau updates
- Navigated multiple systems on a given call to investigate and resolve escalated accounts.
Business Manager
Santi-Kleen
Marion, SD
07.2001 - 06.2012
- Promoted and marketed environmental, remediation and abatement to the local property owners increasing company clientele via the use of local print ads, directories, online listings, and local meetings
- Remediated properties of mold, lead, and clandestine hazards, meeting state mandated requirements
- Tested buildings for various environmental hazards both before and after remediation
- Coordinated scheduling, logistics, inventory and planning
- Prepared and presented budgets, financial and sales projections to company members providing a profit/loss scenario
- Educated customers on various products and services needed creating better working knowledge of remediation and abatement services
- Assisted clientele with navigation of insurance and billing for abatement and remediation of buildings.
Education
GED -
Skills
- Word
- Outlook
- PowerPoint
- Excel
Timeline
Direct Sales Representative
Allstate Corp
12.2023 - Current
Licensed Agent - Escalation Specialist
Allstate
06.2016 - 12.2023
Senior Customer Service Representative
CCC Information Services
01.2015 - 05.2016
Senior Risk Coordinator
Capital One
06.2012 - 09.2014
Business Manager
Santi-Kleen
07.2001 - 06.2012