Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Quote
Timeline
Manager
GAYSHA HILL

GAYSHA HILL

Customers Service Agent
Deland,FL

Summary

Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Customer Service Property and Casualty Insurance Agent

ACG SOUTH INSURANCE AGENCY
06.2022 - Current
  • I service the policyholders insurance policies and respond to their concerns within a timely fashion
  • Make the necessary changes to policy holder policies
  • Know the regulations and guidelines for each brokered policy we handle
  • Also educate and cross sell the AAA products
  • Document and log each transaction taken.
  • Provided comprehensive product knowledge and guidance to help clients on product selection.
  • Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
  • Followed up promptly with interested clients to close sales.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Developed sales strategies to increase sales of insurance policies.
  • Registered customer information on database to enable tracking history and maintain accurate records.
  • Educated clients on insurance policies and procedures.
  • Calculated premiums and established payment methods for sales.
  • Finalized sales and collected necessary deposits.
  • Collected premiums on or before effective date of coverage.
  • Monitored customer feedback and identified areas of improvement.

Membership Retention Supervisor

AAA Auto Club Group
09.2005 - 05.2022
  • Supervise employees
  • Completing timesheets weekly
  • Advise agents on technical or procedural issues
  • Advise customers on technical or procedural issues
  • Watching the real-time Nice IEX Workforce board for agent's available time
  • To ensure they are not in available 4 minutes or more
  • Conducting contests to help agents meet performance metrics
  • Take disciplinary action when necessary if the agent has not met their performance or in attendance/FML compliance
  • Building the Call Direction for the department
  • Loading of the AB Reject Campaign
  • Holding weekly team huddles
  • WAH Launch & IT Support for Agent Connectivity.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Developed and monitored employee recognition programs.
  • Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Evaluated current customer retention strategies and recommended improvements.
  • Established customer retention programs to improve loyalty and increase lifetime value.
  • Reviewed successes and failures to learn from previous mistakes.
  • Reported issues and recognized development areas to eliminate repeat occurrences.
  • Supported agents in improving service standards for optimized customer satisfaction.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Scheduled staff and resources to meet customer needs whilst achieving budgets.
  • Collaborated with managers to identify and address employee relations issues.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Conducted performance reviews and provided feedback to managers on employee performance.

Membership Counselor

AAA Auto Club South
07.2000 - 09.2005
  • I assisted with answering calls for the inbound Call Center to help resolve customer renewals, complaints or problem
  • I asked questions to uncover and determine focus of sales efforts of the customer
  • I resolved customers complaints and issues as lead support.
  • Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
  • Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
  • Used consultative sales approach to understand and meet customer needs.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Used CRM software to record customer interactions and track general sales activities for review and follow-up.
  • Branded products through effective salesmanship and maintained long-term relationships with clients.
  • Prepared and demonstrated Product or Service features and benefits to address specific customer wants and needs.

Emergency Road Service Call Taker

AAA Auto Club South
11.1999 - 07.2000
  • I skillfully took inbound Emergency Road Service calls and assisted members who needed service who were broken down on the side of the road
  • Resolved members need as a lead when called upon, I skillfully assist in the office as back up to resolve customer issues.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Assisted in resolving customer complaints and grievances.
  • Scheduled and organized delivery routes.
  • Utilized customer feedback to improve customer service.

Education

220 Property And Casual Insurance License

Central Insurance School
Clearwater, FL
11.2021

High School Diploma -

Deland High School
Deland, FL
06.1989

Skills

  • Microsoft Windows (10 years)
  • Microsoft Word
  • Microsoft Excel
  • Operating Systems
  • Network Support
  • Desktop Support
  • Troubleshooting
  • Citrix
  • Android (10 years)
  • Service Oriented
  • Critical Thinking
  • Verbal and Written Communication
  • Microsoft Outlook
  • SharePoint
  • WorkDay
  • Attention to detail
  • Regulatory compliance
  • Active listening
  • Time management
  • Product knowledge
  • Goal-oriented mindset
  • Problem-solving abilities
  • Teamwork capabilities
  • Organizational skills
  • Technical proficiency
  • Customer service
  • Interpersonal skills
  • Asset Protection Expertise
  • Empathy and understanding
  • Professionalism
  • Integrity and ethics
  • Analytical thinking
  • Microsoft Windows (10 years)
  • Self-motivation
  • Customer Retention
  • Sales Quota Achievement
  • Customer Billing
  • Policyholder Communication
  • Quality Assurance Requirements
  • Records Maintenance
  • Property and Casualty Insurance
  • Consultative Sales Approach
  • Billing Inquiries
  • Product Knowledge
  • Consultative Selling Techniques
  • Insurance Coverage Review
  • Production Goals
  • Handling Payroll
  • Call Screening
  • Team Training
  • Payment Method
  • Customer Follow-Up
  • Customer Experience
  • Group Presentations
  • Lead Prospecting
  • Billing Procedures
  • Customer Service
  • Customer Satisfaction
  • Call Center Customer Service
  • CRM Tracking
  • Policy Feature Explanations
  • Insurance Eligibility
  • Policy Renewals
  • Agent Support
  • Manage Renewals
  • Promotional Campaigns
  • Reading Comprehension
  • Credit and Debt Card Processing

Accomplishments

  • Achieved my key performance sales, new sales & credit card by effectively pulling daily stats to coach my staff members to meet their key performance indicators with accuracy efficiency. This resulted in me receiving a CPI bonus every fiscal year.
  • Supervised team of 19 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved Result through effectively helping with Task.

Certification

2044 Personal Lines Agent

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Don’t judge each day by the harvest you reap, but by the seeds you plant.
Robert Louis Stevenson

Timeline

Customer Service Property and Casualty Insurance Agent

ACG SOUTH INSURANCE AGENCY
06.2022 - Current

Membership Retention Supervisor

AAA Auto Club Group
09.2005 - 05.2022

Membership Counselor

AAA Auto Club South
07.2000 - 09.2005

Emergency Road Service Call Taker

AAA Auto Club South
11.1999 - 07.2000

220 Property And Casual Insurance License

Central Insurance School

High School Diploma -

Deland High School

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GAYSHA HILLCustomers Service Agent