Summary
Overview
Work History
Education
Certification
Websites
Accomplishments
Timeline
Generic

Camra Maurer

Apple Valley,CA

Summary

Experienced Insurance Agent specializing in customer service and sales. Expertise includes effectively addressing inquiries, resolving complaints, and driving promotion of new products or services. Consistently enhances customer satisfaction through attentive service and effective issue resolution. Dedicated to optimizing team performance by sharing knowledge and best practices in customer service operations. Proficient in CRM systems, Microsoft Office applications, active listening, and multitasking.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Moat Service REPRESENTATIVE

GEICO
Lenexa, Kansas
04.2022 - 03.2024
  • Developed strong relationships with customers by providing personalized assistance and support through a friendly and highly professional attitude.
  • Provided accurate information about products and services to customers including up-selling products that met customer needs.
  • Answered customer inquiries via phone, email, and chat in a call center and work-from-home setting.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs promptly and efficiently.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Gathered customer feedback through surveys and used the data to improve customer service. This helped me achieve a 96% excellent customer survey metric.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Improved my calls handled on average by 50 calls a week which helped me assist over 1000 customers a month through use of CRM reports.
  • Improved team survey performance by 20 points in one month as part of my leadership training through use of CRM reports and weekly training.
  • Maintained confidentiality of sensitive information entered into each partner insurance system.
  • Utilized specialized software applications related to the job role.

Moat Sales COACH

GEICO
Lenexa, Kansas
08.2021 - 04.2022
  • Contributed and collaborated with Sales Trainer on specific skills development plans and leadership support for each sales agent's success.
  • Provided guidance and coaching to sales representatives to increase their competency and productivity.
  • Assisted sales reps with customer inquiries, product knowledge, pricing issues, and other related topics.
  • Analyzed data from CRM systems to identify trends and opportunities for growth.
  • Maintained employee records using OneNote (attendance, phone call logs, coaching logs, coaching plans, partner training/pull-back training, etc.)
  • Provided administrative support, including data entry and filing.
  • Created data entry forms in Excel for sales teams to log sales when the sales system wasn't available due to updates.
  • Ensured operational compliance for pull-back training completion by presenting and tracking with 2 teams, under the guidance of the lead trainer and Transitional Leadership Supervisor.
  • Worked with other Transitional Coaches and leaders to provide a presentation on growth mindset in converting auto policyholders to multi-policyholders through the purchase of a property policy.
  • Upon completion of the Coach program, I successfully had 80% of the agents under me graduate training.
  • Curated a positive and healthy atmosphere that provided agents with the tools to be successful within the company.

MOAT SALES

GEICO
Lenexa, Kansas
07.2020 - 08.2021
  • Maintained a high-quality rating of 5.0 when transitioning from the Auto Service to the Property Sales department.
  • Drove sales through customer relationship-building and suggestive selling techniques.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Developed and implemented comprehensive insurance plans for clients according to their individual needs.
  • Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
  • Maintained accurate records of all insurance transactions using computer software systems.
  • Processed payments received from clients promptly according to established procedures.
  • Explained complex technical terms related to insurance plans in simple language for easy understanding.
  • Achieved repeat business and referrals through personalized services.

Outbound Retention Specialist

GEICO
San Diego, California
10.2019 - 07.2020
  • Built sustainable relationships and trust with customer accounts using open and interactive communication.
  • Proactively retained customers through policy reviews, discount reviews, updating credit, and utilizing REVO policy contracts to rewrite policies to reduce costs.
  • Proactively called out to customers to update the billing information on newly purchased policies to prevent cancellations.
  • Collaborated with other departments to develop and promote products aimed at increasing retention rates.
  • Created and maintained a OneNote resource for the team to track customer data and interactions, for identifying trends and areas for improving retention efforts.
  • Utilized OneNote to create a concise record of notes during meetings and made them available to co-workers to improve efficiency and quality.
  • Contacted customers directly to work on billing during COVID-19 to offer solutions when state moratoriums were lifted, to retain active policies.

REVO/Retention Specialist

GEICO
San Diego, California
10.2018 - 10.2019
  • Actively retained customers through the utilization of GEICO products and REVO contracts.
  • Resolved escalated issues from customers promptly.
  • Analyzed customer data to identify trends that could be used to reduce turnover rate.
  • Researched competitive offerings and identified opportunities for improving our product offering.
  • Analyzed customer feedback to identify trends and areas for improvement.
  • Utilized CRM software to track customer interactions, record feedback, and monitor progress toward goals.
  • Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
  • Developed billing skill set while working closely with customers affected by Government Shutdowns to ensure policies remained active
  • Built sustainable customer relationships and trust with customer accounts using open and interactive communication
  • Developed and implemented Null & Void procedures to ensure new policies stayed active by reaching out to customers to take new payments.

Auto Service Representative

GEICO
San Diego, California
04.2017 - 10.2018
  • Addressed customers courteously using suitable methods and problem-solving skills
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Remained open to feedback from supervisor and peers to build and improve skill set
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy
  • Assisted with mentoring teammates on the best quality practices through the development and use of power sessions, reference drills, and One Note tracking

Education

Some College (No Degree) - Business Administration

Upper Iowa University
Fayette, IA

Certification

  • Lean Six Sigma- Yellow Belt
  • Licensed Personal Lines Insurance Agent

Accomplishments

* High Performing Agent- managed survey goals for the service team. Worked to improve in first 30 days a 20-point improvement.

* 5 years in service recognition in 2022

* Sales Insurance Agent Coach

Timeline

Moat Service REPRESENTATIVE

GEICO
04.2022 - 03.2024

Moat Sales COACH

GEICO
08.2021 - 04.2022

MOAT SALES

GEICO
07.2020 - 08.2021

Outbound Retention Specialist

GEICO
10.2019 - 07.2020

REVO/Retention Specialist

GEICO
10.2018 - 10.2019

Auto Service Representative

GEICO
04.2017 - 10.2018

Some College (No Degree) - Business Administration

Upper Iowa University

Similar Profiles

CREATE PROFILE
Camra Maurer