I. ISABEL Rook-West
Spring Hill,FL
Summary
Talented Bilingual Insurance Retention Specialist skilled at working with Agents and clients, assist them,answer concerns and develop successful resolutions. Excellent skills in meeting and exceeding sales goals.Solving problems and building rapport. Ready to apply expertise as an Insurance Agent and RetentionSpecialist to this challenging new position.
Overview
13
13
years of professional experience
Work History
Retention Specialist/Sales Lead
Healthplan Services
Tampa, FL
08.2005 - 10.2010
- Made sales calls to existing and new customers for business growth
- Adhered to appropriate legal scripting when required
- Reviewed successes and failures to learn from previous mistakes
- Analyzed retention, loss ratio trends and sales volume to identify areas for improvement
- Handled outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process
- Sought out new clients and developed client relationships through networking and direct rreferrals
- Responded to customer calls to swiftly resolve issues and answer questions
- Worked to accommodate new and different insurance requests and explored new opportunities to optimize insurance agency reputation.
Insurance Agent
USAA
TAMPA, FL
08.2003 - 09.2005
- Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales
- Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension
- Upsold additional products and services after identifying customer needs and requirements
- Responded to customer calls to swiftly resolve issues and answer questions, as well as responded to all
- Spanish inquiries, assisted clients and employees alike with my knowledge of the Spanish language
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high- stress situations
- Maintained high standards of customer service by building relationships with clients.
Account Manager/Technical Assistant
Acordia Southeast
Clearwater, FL
04.1998 - 08.2003
- Handled incoming sales calls, as well as customer service calls
- Processed any client request to make changes to their policies, was in charge of cross-selling products to our customers
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Informed customers about special promotions and provided detailed information for various products.
Education
Bachelor Of Arts - Business Management
University
06.2020
Of South Florida
Tampa, FLSkills
- Persuasion Techniques
- Scheduling
- Appointment Setting
- Teamwork
- Quality Management
- Client Needs Assessment
- Customer Relations
- Account Management
- Team Building
- Customer Complaint Resolution
- Training
- Mentoring
- Ran new hire training classes
- Insurance Knowledge
- Computer skills
- Product Knowledge
Accomplishments
- Was awarded monetary prize for having obtained the highest number of sales 7 continuous months
- Volunteered at Riverside Fellowship for three years teaching English as a Second Language to any undocumented people who would come to our English Classes
- CERTIFICATIONS
- ACSR Certification in Personal lines
- Attended Andy Beverly's School of Insurance
Languages
Spanish
Native or Bilingual
Timeline
Retention Specialist/Sales Lead
Healthplan Services
08.2005 - 10.2010
Insurance Agent
USAA
08.2003 - 09.2005
Account Manager/Technical Assistant
Acordia Southeast
04.1998 - 08.2003
Bachelor Of Arts - Business Management
University
Of South Florida