Haley Contino

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Connected with customers to address questions and resolve issues through phone, email and live chat.
• Documented customer interactions and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Proficient with Salesforce, Amazon Connect, Intercom, Microsoft Word & Excel, and SharePoint.
• Increased sales by educating prospects on benefits of products and services.
• Identified gaps in coverage to ensure customers are adequately covered.
• Assisted management with creating workflow guidelines, daily time statistic reports and referral tracking.

• Maintained high standards of customer service by building relationships with clients.
• Sought out new clients and developed client relationships through networking and direct referrals.
• Maintained bookkeeping, databases, and records through QQ Catalyst Agency Management System.
• Quoted, issued, and amended policies using multiple insurance carrier sites.
• Provided coverage option information to assist clients in protecting assets.
• Proficient with lead generating programs such as EverQuote Pro, Advisor Pro and ALM.

• Completed clerical tasks such as filing, copying and distributing mail.
• Interacted with customers by phone and email to provide information and confirm service appointments.
• Processed invoices and expenses using QuickBooks to facilitate on-time payment.
• Coordinated travel arrangements by booking airfare, hotel and ground transportation.
• Organized materials and tools in to maintain clean and neat work areas.

• Consulted with customers to assess needs and finalize contract agreements.
• Managed day-to-day business operations.
• Maintained company Facebook business page and website for marketing and advertising.
• Lead Videographer for client weddings, receptions, birthday parties and vacations.
• Produced original video content for clients to cherish for a lifetime.

I was given the life changing opportunity to dance for the Internationally Famous Apache Belles in Tyler, Texas. I positively represented my team by attending and performing at community events and through volunteering. I had the pleasure of traveling team to Hawaii to perform for the service men and women stationed on the Marine Corps Base.