Calisha Thompson
Sugar Hill,GA
Summary
Dedicated professional with over a decade of expertise in insurance sales and service, claims processing, customer relations, agency administrative support, and process improvement. Well-versed in personal lines and commercial lines of business. Highly skilled in Microsoft Office, CRM (Salesforce), and CMS (Hawksoft), consistently exceeding company goals while ensuring top-tier customer satisfaction, precision, and profitability.
Proven ability to cultivate positive relationships across diverse stakeholders through strong communication, driving company objectives, fostering enduring business connections, generating referrals and building customer loyalty. Thrives in dynamic remote work environments, maintaining exceptional performance standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Virtual Sales Agent
Herberta J. Jones Insurance & Financial Service Inc.
10.2023 - Current
- Provide personalized customer service by educating clients on policy features, coverages, claims processes and options, ensuring informed decision-making and high customer satisfaction.
- Manage a diverse book of business with a focus on agency revenue growth of 33% per annum, proactive client support maintaining a retention rate of 92% and increased renewals.
- Utilize CRM software to enhance client interactions, manage leads, and increased sales production by 10% through effective follow-up, trust and rapport.
- Cultivate strong relationships with underwriters, carrier partners, claims representatives and adjusters, representatives to optimize client support and foster trust, adapting strategies based on client need and market conditions.
- Identify new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
Virtual Executive Admin. Assistant
Herberta J. Jones Insurance & Financial Service Inc
12.2017 - 10.2023
- Optimized office workflows through technology integration, implementing automation strategies that significantly increased operational efficiency.
- Improved customer service success rates by 9%, swiftly resolving issues and proactively following up with clients, fostering strong relationships and increased retention.
- Developed and implemented CMS, informative training materials for new hires, company materials, onboarding materials guidelines, and KPI's.
- Analyzed sales data to identify trends and discrepancies, enabling adjustments that improved overall business performance.
- Facilitated effective communication between clients insurers, and stakeholders to expedite claims processing and reduce disputes, enhancing operational effectiveness by 27%.
Administrative Assistant
Talbot House Ministries
09.2016 - 12.2017
- Provided high-level administrative support for top executives and departmental directors.
- Acted as the point of contact between the executives, board of directors, and internal/external stakeholders.
- Provided quarterly financial reports to the Development Director to improve fundraising efforts by 18%.
- Manage and maintain executives' schedules, appointments, and travel arrangements.
- Prepared vendor checks for review and authorized signature.
- Collected and prepared timesheets for payroll processing of 69 employees.
- Prepared reports, collect and analyze information for presentations.
Medical leave
Parental Leave
07.2014 - 09.2016
Suffered from a condition known as Hyperemesis Gravidarum while pregnant, impeding the ability to work. I extended leave after giving birth to prioritize our health and strength, ensuring optimal recovery and minimizing the need for future absences upon my return to the workforce.
Senior Contracts Manager
Maryland Works, Inc.
07.2012 - 07.2014
- Played an instrumental role in securing major deals by developing persuasive bids that showcased company strengths while addressing client concerns effectively.
- Acquired first MTA snow removal commercial contract valued at 1.4 million dollars
- Negotiated favorable contract terms with suppliers, resulting in significant cost savings for the organization.
- Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions.
- Arranged service delivery to 56 active contracts by overseeing workers, coordinating resources and meeting deliverables.
Contracts Coordinator
Maryland Works, Inc.
06.2010 - 07.2012
- Created and prepared 56 specific contracts per annum to present to senior management.
- Contributed to company cost savings of 15% through diligent review of contract pricing structures and negotiation strategies.
- Strengthened internal controls by developing and implementing contract management policies, procedures, and templates.
- Performed in-depth market research, identified optimal acquisition strategies and prepared contracts for approval.
- Championed change management efforts following major contract revisions, ensuring smooth transitions and minimizing disruption to business operations.
Education
Bachelor of Science - Business Administration
Morgan State University
Baltimore, MD01.2002
Skills
- Exceptional Communication and Interpersonal Skills
- Analytical Thinker
- Strategic Problem Solver
- Detail Oriented
- Tine Management Skills
- Adaptability
- Ethical Conduct
- Organizational Skills
- Active Listening
- Precision
- Process Improvement
- Team Player
Certification
- Property & Casualty Insurance License, 2021, Current, Georgia, Maryland, Washington, DC
- Florida Notary Public, 01/17, 01/21, Florida
Timeline
Virtual Sales Agent
Herberta J. Jones Insurance & Financial Service Inc.
10.2023 - Current
Virtual Executive Admin. Assistant
Herberta J. Jones Insurance & Financial Service Inc
12.2017 - 10.2023
Administrative Assistant
Talbot House Ministries
09.2016 - 12.2017
Medical leave
Parental Leave
07.2014 - 09.2016
Senior Contracts Manager
Maryland Works, Inc.
07.2012 - 07.2014
Contracts Coordinator
Maryland Works, Inc.
06.2010 - 07.2012
Bachelor of Science - Business Administration
Morgan State University
- Property & Casualty Insurance License, 2021, Current, Georgia, Maryland, Washington, DC
- Florida Notary Public, 01/17, 01/21, Florida
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