DONALD L. HOLLINS, SR
University Park,IL
Summary
Dynamic professional with a proven track record at COUNTRY Financial, generating over $20M in insurance policies through exceptional relationship management and proactive prospecting. Recognized for outstanding customer service and conflict resolution, consistently achieving top sales results while maintaining data accuracy in CRM systems.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Agent / Investment Solutions Representative
COUNTRY Financial
01.2002 - 01.2025
- Delivered high-level customer service while managing client accounts, answering inquiries, and processing payments accurately.
- Consistently exceeded performance goals, achieving 60 consecutive months of top-ranked sales results.
- Generated over $20M in insurance policies through active prospecting, referrals, follow-up, and community outreach.
- Processed applications, maintained customer documentation, and ensured compliance with internal policies.
- Used CRM software daily to manage customer data, record interactions, and track sales activity.
- Recognized as a two-time President’s Conference Qualifier for exceptional performance and customer satisfaction.
Call Center Supervisor
National Opinion Research Center
01.1997 - 01.2002
- Supervised 10–25 call center interviewers across multiple shifts, ensuring quality service and accurate survey completion.
- Coached staff on customer communication techniques and monitored performance to maintain high call quality.
- Managed scheduling, staffing, workflow, and daily operations in a high-volume environment.
- Handled escalated customer issues and provided solutions to ensure positive interactions and outcomes.
- Supported project goals by ensuring timely survey completion and adherence to project guidelines.
Education
B.S. - Radio & Television Communications, Political Science
University of Illinois
Champaign/Urbana, ILMaster of Social Work (MSW) -
University of Illinois at Urbana-Champaign
Champaign, ILSkills
- Customer support and service
- Payment processing and cash handling
- Cross-selling and upselling strategies
- Prospecting and lead generation
- Data accuracy in CRM
- Relationship management with clients
- Resolution of conflicts
- Documentation of sales reports
- Interpersonal communication skills
Certification
- Illinois Life, Accident, Health, Property & Casualty Insurance License
- NASD Series 6 & 63 Licensed
- Life Underwriting Training Council Fellowship (LUTCF)
Timeline
Agent / Investment Solutions Representative
COUNTRY Financial
01.2002 - 01.2025
Call Center Supervisor
National Opinion Research Center
01.1997 - 01.2002
B.S. - Radio & Television Communications, Political Science
University of Illinois
Master of Social Work (MSW) -
University of Illinois at Urbana-Champaign