Glazella Murray
Apopka,FL
Summary
Experienced employment specialist/human resource manager with excellent client and project management skills, Action-oriented with strong ability to communicate effectively.
Overview
10
10
years of professional experience
Work History
Insurance Sales Agent
Ttec (TeleTech) - HealthCare Solutions
Mission, TX
09.2022 - 11.2022
- Delivered customer support to callers
- Provided product and service information to customers
- Informed customers about all product lines and services offered by the company
- Cross-trained and provided back up for other customer service representatives when needed
- Guaranteed positive customer experiences and resolved all customer complaints.
- Traveled throughout assigned territory and directly collaborated with community-based organizations to obtain referrals.
- Implemented and designed effective marketing strategies to adjust and sell insurance contracts.
- Leveraged industry trends to shape solutions and approaches.
- Improved data collection accuracy by structuring systems for desktop spreadsheets.
- Greatly improved office operations by reducing backtracking of work through creation of material movement process.
- Facilitated continuing service by processing changes in beneficiaries and analyzing policy loan applications.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
- Strengthened traceability by developing organization systems for keeping records, reports and agendas.
- Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Sought out new clients and developed clientele by networking to find new customers.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Developed appropriate quotes based on risk information.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Exceeded company sales goals for new policies.
- Exceeded assigned sales and retention targets each quarter by upselling insurance products.
- Pursued continued professional development through insurance workshops, course and webinars.
- Offered policy guidance and management to promote asset protection.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
- Upsold products to policyholders and potential new clients.
Health Insurance Sales Agent
E-Telequote
Clearwater, FL
08.2021 - 10.2021
- Received inbound calls from clients and enrolled in health care plan of their choice after comparing benefits
- Human Resource/Employment Specialist For VR Department
- CONTACT
- Offered policy guidance and management to promote asset protection.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Offered policy guidance and management to promote asset protection.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Upsold products to policyholders and potential new clients.
- Exceeded company sales goals for new policies.
- Pursued continued professional development through insurance workshops, course and webinars.
- Exceeded assigned sales and retention targets each quarter by upselling insurance products.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Facilitated continuing service by processing changes in beneficiaries and analyzing policy loan applications.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Developed appropriate quotes based on risk information.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Sought out new clients and developed clientele by networking to find new customers.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
- Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
- Strengthened traceability by developing organization systems for keeping records, reports and agendas.
- Improved data collection accuracy by structuring systems for desktop spreadsheets.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
- Greatly improved office operations by reducing backtracking of work through creation of material movement process.
- Leveraged industry trends to shape solutions and approaches.
Call Center Representative
Dialog Direct
Orlando, FL
08.2018 - 10.2020
- Increased sales by 17% over a two-year period
- Sel up new files and assigned tracking numbers
- Prioritized project components and organized scopes
- Generated financial reports for management review
- Generated financial reports for management review
- Updated employee paperwork and records
- Retained 90% of policyholders during annual renewal period
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
- Clod 90 warm leads each week to expand client base
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
- Prepared necessary paperwork to process insurance sales and renewals
- Pursued continuing education and training programs to continue professional development
- Directed customer service representatives in covering the retail office.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Supported sales team members to drive growth and development.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided top quality control and eliminated downtime to maximize revenue.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Mentored junior team members and managed employee relationships.
- Excelled in exceeding daily credit card application goals.
- Took special orders in person and over telephone, generating additional revenue every month.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.
- Led on- and off-site customer support teams across multiple time zones.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Updated [Type] system with order specifics and customer details, preferences and billing information.
- Increased customer traffic count by [Number]% and retail sales by [Number]%.
- Oversaw warranty counseling process to manage expense controls.
Call Center Representative
Ask Staffing/Aon
Orlando, FL
09.2019 - 12.2019
- Current
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
- Prepared necessary paperwork lo process insurance sales and renewals
- Pursued continuing education and training programs to continue professional development
- Called 90 wam leads each week lo expand client base.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Supported sales team members to drive growth and development.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided top quality control and eliminated downtime to maximize revenue.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Mentored junior team members and managed employee relationships.
- Excelled in exceeding daily credit card application goals.
- Took special orders in person and over telephone, generating additional revenue every month.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.
- Led on- and off-site customer support teams across multiple time zones.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Updated [Type] system with order specifics and customer details, preferences and billing information.
- Increased customer traffic count by [Number]% and retail sales by [Number]%.
- Oversaw warranty counseling process to manage expense controls.
Insurance Sales Agent
Solution Advantage
Orlando, FL
09.2012 - 08.2018
- Responded to inquiries and explained product features and service advantages to potential customers.
- Upsold products to policyholders and potential new clients.
- Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Offered policy guidance and management to promote asset protection.
- Pursued continued professional development through insurance workshops, course and webinars.
- Exceeded assigned sales and retention targets each quarter by upselling insurance products.
- Exceeded company sales goals for new policies.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Developed appropriate quotes based on risk information.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Sought out new clients and developed clientele by networking to find new customers.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Achieved repeat business and referrals through personalized services.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Interviewed prospective clients to obtain data about financial resources and needs.
- Met with division leaders and consultants to discuss strategies to increase sales.
Human Resources Manager
Family Advocates
Orlando, FL
01.2014 - 12.2017
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Worked with management to create performance measurement, employee development and employee compensation strategies.
- Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Directed HR programs, policies and processes to improve operational efficiency.
- Recruited new employees and built relationships, driving visibility.
- Provided HR consultation services to leadership and department heads.
- Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
- Advised leadership on vacation and sick time, benefits, job services and employment discrepancies.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Held exit interviews and documented information discussed with employees.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
- Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
- Compiled reports to provide management with accurate information and comply with policies and procedures.
- Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
- Identified operational weaknesses to improve or innovate people, programs and processes.
- Used data and analytics to improve company processes for recruitment, selection and onboarding.
- Anticipated and responded to emerging business needs by serving as change advocate.
- Advised leadership and personnel on driving HR policies, union negotiations and business strategy implementation.
- Managed delivery of customer-focused HR services to company to increase hire rate and reduce churn.
- Cultivated community relations with referral agencies to maintain strong applicant flow.
- Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
Education
GED - Bookkeeper
Expose Community College
Some College (No Degree) - Bookkeeper
El Paso Community College
El Paso, TXSkills
- Human resource knowledge
- Apopka, FL 32/12
- Results-oriented
- Microsoft Office
- Vision planning
- Sales strategies
- Service-minded
- Motivational leadership style
- Customer Needs Assessment
- Client-focused
- Customer service excellence
- Accounts payable and receivable
- Appointment setting
- Cold-calling
- Insurance sales strategy
- Account Retention
- Customer Retention
- Customer Service
- Team training and development
- Appointment management
- Product Knowledge
- CRM Tracking
- Consultative Sales Techniques
- Sales Quota Achievement
Timeline
Insurance Sales Agent
Ttec (TeleTech) - HealthCare Solutions
09.2022 - 11.2022
Health Insurance Sales Agent
E-Telequote
08.2021 - 10.2021
Call Center Representative
Ask Staffing/Aon
09.2019 - 12.2019
Call Center Representative
Dialog Direct
08.2018 - 10.2020
Human Resources Manager
Family Advocates
01.2014 - 12.2017
Insurance Sales Agent
Solution Advantage
09.2012 - 08.2018
GED - Bookkeeper
Expose Community College
Some College (No Degree) - Bookkeeper
El Paso Community College
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