DEBORAH BURTON
Gallagher
Deatsville,AL
2027
years of professional experience
Dynamic PL Account Executive with proven expertise in customer service, relationship building, and problem resolution. Skilled in tailoring insurance solutions to meet diverse client needs, enhancing satisfaction and retention.
Professional with strong background in customer relations and problem-solving. Focused on team collaboration and achieving high-quality results. Skilled in communication, conflict resolution, and adaptability to changing needs. Reliable and flexible, ensuring seamless service delivery and customer satisfaction.
Work History
CSR/AGENT
- Assisted customers with inquiries regarding insurance policies and claims processing.
- Resolved customer issues efficiently, ensuring satisfaction through effective communication.
- Provided detailed information on policy coverage options and pricing structures.
- Managed customer account updates and documentation, maintaining accuracy in records.
PL ACCOUNT EXECUTIVE
6 Months- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Developed tailored insurance solutions that addressed unique client needs and objectives.
- Collaborated with internal teams to streamline policy management processes and improve efficiency.
- Analyzed market trends to identify new business opportunities and inform strategic decisions.
PL ACCOUNT EXECUTIVE
11 Years 1 Month- Built strong client connections to support customer satisfaction and loyalty.
- Created customized insurance plans that met specific client needs and goals.
- Assisted internal teams in optimizing policy management workflows and boosting productivity.
- Monitored market trends to spot new business potential and guide strategic choices.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Developed tailored insurance solutions that addressed unique client needs and objectives.
- Collaborated with internal teams to streamline policy management processes and improve efficiency.
- Analyzed market trends to identify new business opportunities and inform strategic decisions.
- Conducted presentations to clients, effectively communicating complex information in an understandable manner.
- Mentored junior staff on effective sales techniques and best practices for client engagement.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Established long-lasting relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industries.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Negotiated contracts successfully, securing favorable terms for both the company and clients.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
- Streamlined account management processes for increased efficiency and improved client retention rates.
- Developed detailed reports analyzing account performance data, providing valuable insights for future strategy adjustments or improvements.
CSR/AGENT
16 Years 6 Months- Assisted clients with policy inquiries and claims processing to ensure timely resolution.
- Managed customer accounts, updating information and maintaining accurate records in CRM system.
- Provided support during high-volume periods, adapting quickly to evolving customer needs.
- Collaborated with team members to improve service delivery and enhance client satisfaction levels.
- Educated customers on insurance products, facilitating informed decision-making regarding coverage options.
- Resolved client complaints efficiently, leveraging problem-solving skills to maintain positive relationships.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
File Clerk
13 Years- Organized and maintained accurate filing systems for client documents.
- Processed incoming and outgoing mail to ensure timely distribution.
- Assisted in data entry tasks, ensuring information accuracy and completeness.
- Updated client records in database, enhancing retrieval efficiency.
Education
High School Diploma
Skills
Customer focus
Call center experience
Building rapport
Live chat support
Typing speed
Email management
Critical thinking
Customer service
Data entry
Complaint resolution
Active listening
Problem resolution
Conflict resolution
Microsoft outlook
Document control
Microsoft Excel
Client relations
Service standard compliance
Account updating
Customer relations
Coordination
Office equipment proficiency
Product sales
Data collection
Customer relationship management (CRM)
Product knowledge
Account management
Filing
Computer proficiency
Microsoft Office Suite
Paperwork processing
Product promotion
Follow-up skills
Multi-line phone talent
Relationship building
Sales expertise
Reading comprehension
Software CRM system proficiency
Professional telephone demeanor
Sales closing
Service upselling
POS systems expert
Proofreading
Additional Information
I was the test agent/CSR for Progressive Ins. When they went to to their windows format. I have extensive knowledge of Progressive insurance. And ASI. I have been working with applied systems since 1998. I have worked with Auto Owners, foremost/farmers, National General, Travelers, National Security. Safeco/ Liberty Mutual. JOHNSON and JOHNSON. BURNS AND WILCOX. American modern.
Timeline
PL ACCOUNT EXECUTIVE
Gallagher
01.2026 - 07.2026Read More
PL ACCOUNT EXECUTIVE
AssuredPartners
11.2014 - 12.2025Read More
CSR/AGENT
The Frederick Agency
05.1998 - 11.2014Read More
File Clerk
Mccain Insurance Agency
05.1985 - 05.1998Read More
CSR/AGENT
Mccain Insurance Agency
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Upper Heyford
High School Diploma
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