Courtney Carter
Richardson
Summary
Focused and dedicated insurance and customer service professional with several years of experience delivering exceptional service, competitive policy solutions, and meaningful client support across insurance, hospitality, and retail environments. Proven ability to partner with agents and teams to build long-term relationships, develop strategic coverage plans, and guide clients through complex or stressful situations with clarity and confidence. Highly skilled in navigating regulatory requirements, departmental standards, and agency structures while communicating effectively through email, phone, written correspondence, and in-person interactions. Brings a strong background in generating new business, guest services, and front-line operations, supported by excellent problem-solving, recordkeeping, and organizational skills. Known for a polished, outgoing, and professional presence, with a strong work ethic, reliability, and adaptability. Thrives in team-based settings while maintaining a self-motivated, goal-oriented approach, consistently delivering value through integrity, flexibility, and a commitment to outstanding service.
Overview
6
6
years of professional experience
Work History
INSURANCE AGENT
Williams Allstate Insurance Agency
Richardson
05.2024 - 10.2025
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Manage and Service a $10M+ book of business, ensuring client retention and high satisfaction across personal lines (auto, home, renters, umbrella, etc).
- Average $40-65k in monthly sold premium - Highest being $85k as today.
- Conduct cold calling, warm lead-follow-up, and prospecting to drive consistent pipeline growth and expand the agency's client base.
- Delivered personalized insurance solutions by identifying client needs, presenting tailored coverage options, and overcoming objections to close sales.
- Cross-sale and upsell insurance products to maximize client protection and agency revenue.
- Build and maintain strong client relationships through active listening, problem solving, and responsive customer service.
- Process policy renewal, endorsements, and coverage updated with accuracy and efficiency.
- Recognized for exceeding sales goals while maintaining excellent service standards and compliance with company policies.
HOTEL FRONT DESK CLERK/ASSISTANT MANAGER
Fairfield By Marriott
Lewisville
12.2023 - 05.2024
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Supervised and trained new front desk staff to ensure consistent service standards and operational efficiency.
- Balanced daily financial reports and reconciled cash drawers with accuracy.
- Utilized PMS systems for check-ins, reservations and billing.
- Implemented upselling strategies for room upgrades and amenities, contributing to increased revenue.
- Oversaw shift operations, ensuring smooth handoffs and adherence to brand standards.
- Maintained compliance with safety and security protocols, protecting guests and hotel property.
- Recognized by management for outstanding customer service and problem-solving skills in high-pressure situations.
- Conducted detailed property inspections to ensure units met cleanliness and readiness standards for incoming guests.
- Coordinated deep cleaning and carpet cleaning services, maintaining high quality presentation.
HOSPITALITY SPECIALIST
Furnished Apartments Dallas
Dallas
04.2023 - 03.2024
- Managed laundry services and amenity preparation to provide a fully equipped, hotel-style guest experience.
- Drove company vehicle throughout the DFW metroplex to inspect properties, deliver items and support guest check-ins.
- Personally welcomed and checked in guests, including athletes, influencers, and corporate clients, ensuring smooth move-in and orientation.
- Provide guests with keys, contracts, and property tours, answering questions and ensuring a seamless arrival experience.
- Assisted with paperwork and lease agreements ensuring accuracy and timely processing.
- Delivered responsive, professional service to maintain positive guest satisfaction and repeat business.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Delivered service for VIP guests, including high-profile clientele, ensuring discretion, comfort, and seamless experience.
- Consistently provided exceptional service in high-pressure environments supporting hotel operations during peak seasons and events.
- Resolved guest concerns promptly and professionally, earning positive feedback, repeat visits, and loyalty recognition.
- Processed and confirmed phone, in-person, and online reservations with accuracy and efficiency.
- Partnered with concierge and security teams to accommodate special requests, coordinate amenities, and maintain safety standards for VIP guests.
- Recognized by management for strong interpersonal skills and guest satisfaction contributions.
FRONT DESK AGENT/VIP SERVICES REPRESENTATIVE
Golden Nugget Hotel & Casino
Lake Charles
05.2019 - 04.2023
- Managed laundry services and amenity preparation to provide a fully equipped, hotel-style guest experience.
- Drove company vehicle throughout the DFW metroplex to inspect properties, deliver items and support guest check-ins.
- Personally welcomed and checked in guests, including athletes, influencers, and corporate clients, ensuring smooth move-in and orientation.
- Provide guests with keys, contracts, and property tours, answering questions and ensuring a seamless arrival experience.
- Assisted with paperwork and lease agreements ensuring accuracy and timely processing.
- Delivered responsive, professional service to maintain positive guest satisfaction and repeat business.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Delivered service for VIP guests, including high-profile clientele, ensuring discretion, comfort, and seamless experience.
- Consistently provided exceptional service in high-pressure environments supporting hotel operations during peak seasons and events.
- Resolved guest concerns promptly and professionally, earning positive feedback, repeat visits, and loyalty recognition.
- Processed and confirmed phone, in-person, and online reservations with accuracy and efficiency.
- Partnered with concierge and security teams to accommodate special requests, coordinate amenities, and maintain safety standards for VIP guests.
- Recognized by management for strong interpersonal skills and guest satisfaction contributions.
Education
High School Diploma -
Iowa High School
Iowa, LA05.2015
Skills
- Customer service
- Licensed insurance agent
- Professionalism and ethics
- Quotes and sales
- Customer follow-up
- Client relations
- Auto insurance
- Client needs analysis
- Client retention
- Account management
- New client acquisition
- Policy writing
- Upselling
- Negotiation
- Property insurance
- Regulatory compliance
- Leads prospecting
- Business planning
- Cold calling
- Referral pipeline maintenance
- Insurance sales strategy
- Policy adjustment
- Relationship building
- Data entry
- Critical thinking
- Policy Knowledge
- Property and casualty insurance
- Customer billing
- Customer complaint resolution
- New agent training
- Customer referrals
- Insurance practices
- Customer account review
- Premium calculations
- Billing inquiries
- Policyholder communication
- Billing procedures
- Insurance coverage verification
- Records maintenance
- Active listening
- Problem solving
- Team collaboration
- Customer relationship management
- Client retention techniques
- Effective communication
- Cash handling
- Policy renewals
- Attention to detail
- Time management
- Money handling
- Cash register operation
- Retail merchandising
- Cash handling and management
- Payment collection
- Purchase assistance
- Clear communication
- Empathy and patience
- Reservation management
- Payment processing
- Property management software
- Upselling techniques
- Client relationship management
- Training and mentoring
- Calendar management
- Call routing
- Email and telephone decorum
- Decision-making
- Problem-solving skills
- Mail handling
- Hospitality services
- Issue handling
- Filing and sorting
- Listening skills
- Performance improvement
- Hospitality best practices
- Front office management
- Visitor registration
- Meeting scheduling
- Scheduling
- Scheduling appointments
- Researching skills
- Mail sorting
- Client communication
- Phone etiquette
- Word processing
Timeline
INSURANCE AGENT
Williams Allstate Insurance Agency
05.2024 - 10.2025
HOTEL FRONT DESK CLERK/ASSISTANT MANAGER
Fairfield By Marriott
12.2023 - 05.2024
HOSPITALITY SPECIALIST
Furnished Apartments Dallas
04.2023 - 03.2024
FRONT DESK AGENT/VIP SERVICES REPRESENTATIVE
Golden Nugget Hotel & Casino
05.2019 - 04.2023
High School Diploma -
Iowa High School