Courtney Nicholas
DeRuyter,NY
Summary
Driven by a results-focused approach, I excelled at Skeele Agency by leveraging my expertise in compliance monitoring and customer service to enhance client satisfaction and streamline operations. My proactive mindset and ability to multitask led to significant improvements in workflow processes and team collaboration, achieving a high level of performance and client retention. Methodical and detail-oriented team player with expertise in working within high paced agencies. Offering these skills and strong work ethic.
Overview
14
14
years of professional experience
Work History
Office Manager, Insurance Customer Representative
Skeele Agency
10.2023 - Current
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Generated quotes and proposals for clients to match individual needs.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Provided advice, answered queries and escalated complaints to management.
- Reviewed, shopped and processed renewals.
- Explained detailed policy concepts in easy-to-understand terms.
- Analyzed customer needs to provide customized insurance solutions.
- Offered detailed information about products and binding coverage.
- Received inbound phone calls and electronic quote submissions.
- Delivered performance reviews, recommending additional training or advancements.
- Created, maintained and updated filing systems for paper and electronic documents.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Resolved concerns with products or services to help with retention and drive sales.
- Used Hawksoft to prepare memos, correspondence and reports.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
Personal Lines Account Manager
Delmonico Insurance
02.2020 - 10.2023
- Met with customers to provide information about available products and policies.
- Generated leads through cold-calling, networking and other outreach methods.
- Conducted research and identified market trends to develop better strategies for sales.
- Designed presentations and marketing materials to promote insurance products.
- Finalized sales and collected necessary deposits.
- Educated clients on insurance policies and procedures.
- Collected premiums on or before effective date of coverage.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Conducted annual reviews of existing policies to update information.
- Identified and solicited sales prospects in agency databases.
- Analyzed customer needs to provide customized insurance solutions.
- Monitored customer feedback and identified areas of improvement.
- Negotiated contracts and terms of sale with potential customers.
- Analyzed risk factors to recommend appropriate coverage levels.
- Created sales contacts with on- and off-premise accounts.
- Handled 1842 client portfolios
- Generated annually an additional $18,000 from a natural market.
Personal Lines Insurance Agent
AmeriCU Insurance Services
10.2019 - 02.2020
- Researched providers and compared coverage and premiums to deliver best possible packages to clients.
- Developed trusting client relationships by creating [Type] insurance programs customized to fit specific needs and offering comprehensive explanations of key features and advantages.
- Established information necessary for policy development by interviewing clients, requesting records and inspecting property.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Responsible for 9 offices
Member Service Specialist
AmeriCU Credit Unon
03.2019 - 10.2019
- Received car loan, home loan, and other payments and posted to accounts.
- Introduced customers to other bank team members to help meet financial needs.
- Answered inquiries regarding checking and savings accounts and other related products.
- Replenished ATM funds in empty canisters prior to validation process.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Placed orders for customer checks and verified starting numbers.
- Educated customers on use of banking website and mobile apps.
- Sold and cross-sold bank products to new and existing customers.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Insurance Agent
Farmers Insurance
11.2017 - 03.2019
- Maintained high standards of customer service by building relationships with clients.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Followed up promptly with interested clients to close sales.
Financial Advisor/Life Insurance Agent
Metlife
05.2015 - 11.2017
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
Executive Office Assistant
Walcyk Financial Services
03.2011 - 05.2015
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Answered high volume of phone calls and email inquiries.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Created and updated records and files to maintain document compliance.
- Maintained daily report documents, memos and invoices.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Temporary Call Center Representative
Suburban Propane
09.2010 - 03.2011
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Boosted customer service satisfaction ratings through consistent quality control.
- Processed debit and credit card and electronic check payments.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Education
Property And Casualty Insurance License -
Bryant And Stratton
Liverpool, NY11.2017
Life Accident And Health License -
Bryant And Stratton
Liverpool, NY04.2015
Cosmetology License -
Phillips School of Cosmetology
Syracuse, NY07.2011
Associate of Human Services -
Herkimer County Community College
Herkimer, NY05.2004
High School Diploma -
DeRuyter Central School
DeRuyter, NY06.2002
Skills
- Customer Service
- Goal Setting
- Proactive and Focused
- Prioritizing and Planning
- Multitasking
- Teamwork and Collaboration
- Compliance Monitoring
- Data Entry
Affiliations
- BIG I
- DeRuyter Community
Crafting, Hiking, Reading, Enjoying my family and watching my children grow, playing in my garden
I enjoy camping, crafting, hiking, and reading in my personal time. My greatest accomplishment is my family. I have three beautiful children that are young adults. It is incredible watching them transition from teenagers to young adults.
Timeline
Office Manager, Insurance Customer Representative
Skeele Agency
10.2023 - Current
Personal Lines Account Manager
Delmonico Insurance
02.2020 - 10.2023
Personal Lines Insurance Agent
AmeriCU Insurance Services
10.2019 - 02.2020
Member Service Specialist
AmeriCU Credit Unon
03.2019 - 10.2019
Insurance Agent
Farmers Insurance
11.2017 - 03.2019
Financial Advisor/Life Insurance Agent
Metlife
05.2015 - 11.2017
Executive Office Assistant
Walcyk Financial Services
03.2011 - 05.2015
Temporary Call Center Representative
Suburban Propane
09.2010 - 03.2011
Property And Casualty Insurance License -
Bryant And Stratton
Life Accident And Health License -
Bryant And Stratton
Cosmetology License -
Phillips School of Cosmetology
Associate of Human Services -
Herkimer County Community College
High School Diploma -
DeRuyter Central School
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