Shana Warren
Temple
Summary
Dynamic Licensed Insurance Agent with TTEC, recognized for exceeding sales targets and delivering exceptional client relationship management. Expertise in insurance products and a proven ability to analyze client feedback for service improvement. Skilled in calculating quotes and fostering trust through transparent communication, consistently achieving outstanding first-contact resolution rates.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
TTEC
Temple, TX
09.2019 - Current
- Developed and executed comprehensive test plans to ensure software quality and functionality.
- Collaborated with cross-functional teams to identify and resolve defects in applications.
- Conducted regression testing, ensuring that changes did not adversely affect existing features.
- Analyzed user requirements and created test cases to meet business needs effectively.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Reported progress, test metrics and results to project stakeholders.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Licensed Insurance Agent
TTEC
Temple, TX
08.2018 - Current
- Assisted clients in selecting appropriate insurance policies tailored to their needs.
- Processed policy applications and renewals efficiently to ensure timely coverage.
- Educated customers on policy features, benefits, and claims procedures.
- Maintained up-to-date knowledge of insurance products and industry regulations..
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Exceeded corporate quotas for monthly policy sales.
Licensing Administrator
TTEC
Temple, TX
06.2020 - 12.2023
- Streamlined licensing processes to enhance operational efficiency and reduce processing time.
- Managed compliance documentation for state and federal licensing requirements, ensuring accuracy and completeness.
- Coordinated training sessions for staff on licensing regulations and best practices to improve team performance.
- Developed and implemented tracking systems for license renewals, minimizing lapses in compliance.
- Analyzed regulatory changes, adjusting internal policies to maintain alignment with industry standards.
- Demonstrated adaptability by efficiently managing multiple types of licenses within various industries, showcasing versatility in skillset.
- Expedited urgent applications through effective prioritization techniques, meeting critical deadlines without compromising quality control measures.
Education
Nursing
Temple College
Temple, TXSkills
- Insurance sales expertise
- Insurance product expertise
- Client relationship management
- Client account management
Timeline
Licensing Administrator
TTEC
06.2020 - 12.2023
Quality Assurance Analyst
TTEC
09.2019 - Current
Licensed Insurance Agent
TTEC
08.2018 - Current
Nursing
Temple College