Erica Sonnier
Shreveport,LA
Summary
Experienced Liability Determination Adjuster with a strong background in customer service and claims management. Proven success in negotiating settlements and resolving complex claims, enhancing customer satisfaction. Committed to protecting clients' interests and providing clear, empathetic communication. Seeking to leverage expertise in a role at Allstate, offering innovative solutions and exceptional service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Licensed Customer Service Representative
ACG/Meemic
Remote
06.2023 - Current
- Provided exceptional customer service, addressing inquiries and complaints to ensure client satisfaction.
- Collaborated in team meetings to align on current projects and initiatives, fostering a collaborative work environment.
- Conducted needs analysis to recommend suitable insurance products, including Life, health, and property insurance, helping clients make informed decisions.
- Advised customers on selecting appropriate coverage levels, enhancing their understanding of options available.
- Responded promptly to inquiries regarding coverage options, premium costs, and claim status, maintaining clear communication channels.
- Developed and maintained strong client relationships, which led to increased customer loyalty and retention.
- Participated in ongoing training programs to continuously enhance skills, knowledge base, and overall performance as a Licensed Customer Service Representative.
- Assisted clients in understanding coverage options and policy details.
- Managed an average of 30-60 incoming calls of customer inquiries, payments, and coverage changes
DSC Sales Consultant
Mutual of Omaha
Remote
01.2022 - 04.2024
- Drove DSC sales strategy, resulting in a 20% increase in sales, showcasing effective sales leadership.
- Mastered consultative selling techniques to address customer needs and enhance satisfaction.
- Resolved complex client issues, improving customer satisfaction by 15% through effective problem-solving.
- Conducted comprehensive needs assessments to identify suitable insurance solutions for clients.
- Collaborated with cross-functional teams to streamline sales processes and improve operational efficiency.
- Developed and maintained strong client relationships to drive customer satisfaction and retention.
Senior Sales Agent
SelectQuote
Remote
04.2021 - 01.2022
- Led sales strategies as a Senior Sales Agent, achieving a 20% sales increase within a year through strategic planning.
- Utilized advanced negotiation skills to resolve customer issues, contributing to significant revenue growth.
- Streamlined team workflow, boosting productivity by 20% through strategic task management.
- Developed and implemented strategic sales initiatives to enhance customer engagement and satisfaction.
- Analyzed market trends to identify opportunities for growth and optimize sales strategies.
- Established strong rapport with clients, leading to increased retention rates and referrals.
Licensed Auto Claims Adjuster
Progressive
Remote
06.2019 - 09.2020
- Investigated and managed claims, ensuring efficient resolution and customer satisfaction.
- Negotiated settlements with claimants, demonstrating strong negotiation skills and reducing processing time by 15%.
- Utilized analytical skills to identify and address fraudulent claims, enhancing the integrity of the claims process.
- Communicated effectively with stakeholders, explaining claim processes and decisions clearly.
- Managed workloads to ensure timely follow-up and resolution of all assigned claims, maintaining high standards of service.
- Evaluated auto claims to determine liability and coverage based on policy guidelines.
- Analyzed accident reports and gathered evidence to support claim decisions.
- Negotiated settlements with clients while ensuring compliance with company standards.
- Streamlined claims workflow, reducing processing time through improved procedures.
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
Sales Producer
Benee Irwin State Farm Agency
Shreveport, LA
05.2017 - 03.2019
- Championed a customer-centric sales approach, amplifying sales figures by 30% through personalized policy customization.
- Expertly solved intricate policy-related problems, enhancing customer satisfaction by 15%.
Education
Business Management & Leadership - Business Analytics
Bellevue University
Bellevue, NE05.2026
Accounting -
Southern University and A&M College
BATON ROUGE, LA05.2010
Diploma -
C.E. Byrd High School
Shreveport05.2009
Skills
- Claims investigation
- Negotiation
- Customer Service
- Adobe Suite
- Guidewire
- Claims Management Software
- Exactimate
- Microsoft Office Suite
- Communication
- Problem-solving
- Analytical
Certification
- Life, Health, and Accident
- Property and Casualty
- Auto Adjusters
Timeline
Licensed Customer Service Representative
ACG/Meemic
06.2023 - Current
DSC Sales Consultant
Mutual of Omaha
01.2022 - 04.2024
Senior Sales Agent
SelectQuote
04.2021 - 01.2022
Licensed Auto Claims Adjuster
Progressive
06.2019 - 09.2020
Sales Producer
Benee Irwin State Farm Agency
05.2017 - 03.2019
Accounting -
Southern University and A&M College
Business Management & Leadership - Business Analytics
Bellevue University
Diploma -
C.E. Byrd High School