DEANA FIVAS
West Valley City,UT
Summary
Results-oriented client relations professional with proven ability to manage and nurture client relationships. Skilled in resolving client issues and ensuring satisfaction through effective communication and problem-solving. Known for collaborative teamwork and adaptability, consistently delivering high-quality service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Relations Specialist II
Illumifin
Salt Lake City, UT
01.2023 - Current
- Cultivated strong client relationships through effective communication and personalized service.
- Resolved client inquiries promptly, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Analyzed client feedback to identify trends, driving continuous improvement initiatives.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Built strong relationships with clients through effective communication and consistent followup.
- Managed customer relations on ongoing basis to maximize customer retention.
Team Lead - Client Relations
AmeriLife
Salt Lake City, Utah
01.2020 - Current
- Organize and prioritize incoming projects, optimizing team workflows and resources to handle dynamic demands.
- Maintain open and professional team relationships to quickly identify and resolve issues.
- Learned, referenced and applied product knowledge information.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
- Recognized by management for providing exceptional customer service.
- Completed continuing education and training programs for professional development.
- Collaborate with Product Development team members to enhance carrier products.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and backed up other customer service managers.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Communicated with customers to assess and address individual needs, providing timely and quality support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Directed and supervised team of 1 engaged in Medicare Supplement and Annuity development.
Senior Client Relations Specialist
Sentinel Security Life Insurance Company
Salt Lake City, Utah
01.2019 - 01.2020
- Collaborated with Product Development team to onboard carrier products such as Medicare Supplement, Annuities, Life Insurance products.
- Updated minute meeting notes
- Created project plan in Microsoft Project to keep team members on track to onboard carrier products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Client Relations Specialist
Sentinel Security Life Insurance Company
Salt Lake City, Utah
06.2016 - 01.2019
- Collaborated with Director of Client Relations to create project plans.
- Worked with external carrier representatives to address customer needs.
- Cross-trained on New Business & Licensing roles in order to provide skilled back-up for customer-facing teams.
- Addressed inquiries from clients and relationship management department team members.
- Managed accurate and adequate minute meeting notes.
Administrative Assistant
Rio Tinto Kennecott
South Jordan, UT
03.2008 - 06.2016
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
- Processed financial documents including expense reports and invoices.
- Arranged domestic and international travel, hotel and transportation needs for staff.
- Planned and executed corporate meetings, lunches and special events for groups.
- Organized and maintained filing and document management systems, coordinating archiving and purging aligned with company document policies.
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Organized conference room space and materials for internal and customer meetings, took notes and distributed meeting minutes to support executive needs.
- Assisted with administrative tasks, including filing, answering phones and Leave Administration.
- Performed complex administrative management of sensitive and confidential issues
- Managed building access and supplied key cards to employees and visitors.
Education
High -
Kearns High School
Kearns, Utah06-1992
Skills
- Planning and coordination - 10 years
- Team Building - 10 years
- Work place safety - 10 years
- Organization - 10 years
- Project Organization - 4 years
- Administrative Support - 8 years
- Customer Service - 10 years
- Microsoft Office - 10 years
- Microsoft Project - 2 years
- Work Front & Click Up - 2 years
- TPA Licensing - 3 years
- Complaint resolution - 3 years
- Escalation resolution - 3 years
- Data entry - 10 years
- Active listening - 10 years
- Critical thinking - 10years
- Prioritization - 8 years
- Project management - 10 years
- InDesign Knowledge - 6 years
Certification
- Emerging Leadership Training
- Associate, Life Management Institute (ALMI)
- Notary of Utah
Timeline
Client Relations Specialist II
Illumifin
01.2023 - Current
Team Lead - Client Relations
AmeriLife
01.2020 - Current
Senior Client Relations Specialist
Sentinel Security Life Insurance Company
01.2019 - 01.2020
Client Relations Specialist
Sentinel Security Life Insurance Company
06.2016 - 01.2019
Administrative Assistant
Rio Tinto Kennecott
03.2008 - 06.2016
High -
Kearns High School