Brook Byrd-Venales
Insurance Agent/Process Improvement Specialist
Norwalk,IA
Summary
Dynamic insurance professional with a proven track record at American Family Insurance, excelling in client retention and operational excellence. Skilled in risk assessment and strategic planning, I successfully enhanced agency efficiencies and drove sales growth through effective marketing techniques and team collaboration. Committed to continuous improvement and delivering exceptional service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Insurance Agent
American Family Insurance
08.2022 - 11.2025
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Utilized CRM software to manage client relationships.
- Developed and implemented promotional strategies to increase customer base.
- Educated clients on insurance policies and procedures.
- Monitored customer feedback and identified areas of improvement.
- Conducted annual reviews of existing policies to update information.
Operations and Process Specialist
American Family Insurance
07.2014 - 07.2022
- Met month-end objectives and deadlines- meeting certain number of agencies per month.
- Assisted agencies and teams to enhance accountability, develop professional skills and improve efficiencies in the agencies.
- Assisted in preparing business plans, prospecting strategies, and marketing plans.
- Identified modifications to processes and procedures that would promote better efficiency, productivity and outcomes within the agencies.
- Facilitated training for associates through daily coaching and regular performance reviews.
- Initiated timely response to emails, voicemails, and written correspondence.
- Built strong relationships with agencies and their teams through positive attitude and attentive response.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coordinated weekly meetings for assigned agents.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Education
Master of Arts - Business Administration And Management
Trident International University
Chandler, AZ05-2026
Bachelor of Arts - Business Administration And Marketing
Dakota Wesleyan University
Mitchell05-2010
Skills
- Customer follow-up
- Insurance product promotion and sales
- Marketing techniques
- Risk assessment
- Professional networking
- Client retention
- Accounting and marketing expense management
- Team building and motivation
- Operational excellence
- Problem-solving abilities
- Continuous improvement
- Train staff
- Performance metrics
- Team collaboration
- Strategic planning
Certification
- Licensed in Property, Casualty, Life and Health Insurance
Timeline
Insurance Agent
American Family Insurance
08.2022 - 11.2025
Operations and Process Specialist
American Family Insurance
07.2014 - 07.2022
Master of Arts - Business Administration And Management
Trident International University
Bachelor of Arts - Business Administration And Marketing
Dakota Wesleyan University
Awards
Attained many several awards during time as an agent, from spurt campaigns to being a life insurance leader in 2024.