Crystal Hernandez
Chicago,IL
Summary
Dynamic sales agent with strong communication and problem-solving skills. Proven track record in sales strategy development and performance tracking, dedicated to enhancing customer satisfaction through effective education and support.
Overview
10
10
years of professional experience
Work History
Sales Agent
Magnum Insurance
Chicago, IL
09.2023 - 03.2026
- Educated customers about policy details and coverage options effectively.
- Processed applications and maintained accurate client records in the system.
- Conducted follow-up calls to ensure customer satisfaction with services provided.
- Collaborated with team members to streamline sales processes and improve efficiency.
- Resolved client inquiries and concerns promptly to enhance service quality.
- Collaborated with legal staff on high-exposure cases involving automotive insurance claims litigation matters.
- Assisted with compiling documents required for insurance claims processing.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Guided clients in selecting optimal property and casualty insurance policies, ensuring adequate coverage.
- Provided exceptional customer service by addressing client inquiries promptly.
- Conducted policy reviews to ensure coverage met changing client requirements.
- Utilized CRM software to track client interactions and manage follow-ups.
- Assisted customers in filing claims and resolving disputes with insurance companies.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Maintained accurate records of client information in CRM software system.
- Generated leads through cold calling, networking, and referrals, enhancing client acquisition efforts.
- Upsold products to policyholders and potential new clients.
- Responded to inquiries and explained product features and service advantages to potential customers.
- Identified cross-selling opportunities among existing customers.
- Provided training and mentorship to new sales agents in best practices.
- Built relationships with existing clients by providing exceptional service.
- Utilized CRM software to track leads, customer interactions, and sales progress efficiently.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Maintained compliance with all regulatory requirements and ethical standards in the insurance industry.
- Conducted needs analysis to match clients with suitable insurance products, including life, health, and property insurance.
- Addressed and resolved clients' inquiries and concerns promptly, ensuring high levels of client satisfaction.
Insurance Sales Agent
Allstate Insurance Co
Chicago, Illinois
08.2019 - 09.2022
- Educated clients on coverage options and benefits of various products.
- Managed client accounts, resolving inquiries and issues to enhance customer satisfaction.
- Collaborated with team members to enhance sales strategies and customer outreach.
- Assisted clients in selecting appropriate auto insurance coverage options.
- Provided detailed explanations of policy terms and conditions to customers.
- Processed new policy applications and endorsements efficiently.
- Reviewed claims and coordinated with adjusters for timely resolution.
- Educated customers on effective risk management strategies to optimize auto insurance coverage.
- Followed up regularly with customers regarding their policies or any outstanding issues they may have had.
- Assessed customer needs and provided appropriate insurance solutions.
- Utilized an automated system for rating plans, generating proposals, issuing policies, tracking payments.
- Analyzed data from various sources such as credit reports or motor vehicle records when preparing risk assessments for clients.
- Adhered to all company guidelines relating to ethical standards when working with customers.
- Reviewed new business applications for completeness prior to submission to underwriters.
- Conducted policy reviews to identify gaps in coverage, recommending additional options to meet customer needs.
- Participated in continuing education courses related to auto insurance products.
- Provided assistance in resolving complaints filed by customers against the company.
- Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
- Exceeded company sales goals for new policies.
- Upsold products to policyholders and potential new clients.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Offered policy guidance and management to promote asset protection.
- Utilized CRM software to track leads, customer interactions, and sales progress efficiently.
- Met with division leaders and consultants to discuss strategies to increase sales.
Customer Service Supervisor
Whole Foods Market
Chicago, Illinois
01.2016 - 01.2019
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Supervised customer service team to ensure high-quality assistance.
- Trained new staff on company policies and customer interaction techniques.
- Resolved customer complaints efficiently to maintain satisfaction levels.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Coordinated scheduling to optimize team coverage during peak hours.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Answered phone calls and responded to questions and concerns.
- Monitored inventory levels and assisted with product restocking initiatives.
- Evaluated and authenticated returns, exchanges and voids.
Education
High School Diploma -
Thomas Kelly High School
Chicago, IL06-2014
Skills
- Closing deals
- Sales forecasting
- Sales strategy development
- Call management
- Inbound call management
- Call center operations
- Call documentation
- CRM software
- Salesforce
- Advanced MS office suite
- Microsoft Excel
- Microsoft
- SAP
- Performance tracking
- Problem solving
- Cash management
- Training and development
- Team building
- Customer escalations
- Customer service
- Policy analysis
Languages
Spanish
Native/ Bilingual
Timeline
Sales Agent
Magnum Insurance
09.2023 - 03.2026
Insurance Sales Agent
Allstate Insurance Co
08.2019 - 09.2022
Customer Service Supervisor
Whole Foods Market
01.2016 - 01.2019
High School Diploma -
Thomas Kelly High School