Donna Hopkins
Snellville,GA
Summary
Highly responsible Account Manager transitioning into a Merchandising/Customer Service position. As a Retail Sales Merchandiser, I am responsible for servicing and selling to retail accounts within an assigned territory to ensure client standards are met and volume is increased.
Overview
23
23
years of professional experience
Work History
Customer Service
Omni Interactions, Inc.
01.2022 - 05.2022
- I supported inbound calls and navigated clients through the Turbo Tax website for customers
- I handled ticket issues, Advanced Support, Trouble shoot and Technical support
Insurance Agent
US Health Group
01.2016 - 01.2017
- Consistently exceed monthly target for sales of health and life insurance policies
- Explain features, advantages, and disadvantages of various policies to promote sale of insurance plans
- Monitor insurance claims to ensure they are settled equitably for both the client and the insurer
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Develop marketing plans or strategies
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
- Review customer insurance information
- Verify accuracy of financial or transactional data
- Refer unresolved customer grievances to designated departments for further investigation
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
Account Manager
Lorillard Tobacco
01.1999 - 01.2014
- Over 15 years of successful sales and account management positions in a retail environment, representing both manufacturers and brokers
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Recorded accurate and efficient records in customer database.
- Met existing customers to review current services and expand sales opportunities.
- Negotiated prices, terms of sales and service agreements.
- Set and achieved company defined sales goals.
- Developed, maintained and utilized diverse client base.
- Informed customers of promotions to increase sales productivity and volume.
Education
No Degree - Accounting
University of The Incarnate Word
San Antonio, TXSkills
- Team Collaboration
- Sales and Merchandising
- Maintain Client objectives by ensuring secondary placements of product(s) are fully stocked, correctly priced, properly faced, and set to schematics
- Shelf Standards and Conditions: authorization of items to meet Client shelf schematic standards
- Meet Client and Company objectives by maintaining full distribution on existing SKUs
- Take direction regarding tagging, rotating, and placing POS materials for products on shelf
- Prepare for and respond to audits
- Manage time and prioritize for store call coverage
- Complete accurate and timely paperwork and reports, recaps, itineraries, timesheets, expense reports, etc ● May provide feedback for Client audit objectives
- Communicate effectively both internally with Associates, Store Management and externally with all customers
Periodofdisability
01/01/19, present
Timeline
Customer Service
Omni Interactions, Inc.
01.2022 - 05.2022
Insurance Agent
US Health Group
01.2016 - 01.2017
Account Manager
Lorillard Tobacco
01.1999 - 01.2014
No Degree - Accounting
University of The Incarnate Word
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