Resolved customer inquiries and issues through effective communication and problem-solving techniques.
Trained new team members on best practices for delivering exceptional customer service experiences.
Participated in a special project auditing insurance policies to ensure the accurate implementation of Coterie GPT.
Conducted quality assurance reviews for team members to support consistency and accuracy in policy handling.
Provided cross-functional support to the Payments team by assisting with fee processing during a high-volume backlog.
Ensured adherence to company policies and procedures while managing customer service operations effectively.
Account Manager and Marketing Coordinator
Pearson Insurance and Financial Services
01.2020 - 12.2023
Maintained high client retention rate by providing exceptional customer service to a book of 3,000+ households.
Managed a diverse portfolio of both personal and commercial accounts, ensuring timely communication and effective problem resolution.
Collaborated with sales team to identify potential upsell opportunities and expand client base.
Successfully created, edited and scheduled custom social media content to increase social media presence and engagement.
Worked alongside local businesses to coordinate marketing and charity events to support the local community.
Life and Health Training Specialist
Joy Knox State Farm
10.2017 - 09.2019
Trained a team of 10 insurance professionals in life and health product knowledge and consultative sales strategies to support performance growth and achievement of individual sales goals.
Boosted sales revenue by identifying customer needs and recommending appropriate life or health products and/or services.
Increased customer satisfaction by addressing and resolving complex issues effectively.
Education
Bachelor of Science - Criminal Justice
Sam Houston State University
Huntsville
01-2027
Skills
Excellent interpersonal skills
Dedication to teamwork and collaboration
Experienced in policy auditing and discrepancy resolution
Detail oriented
Proficient in Microsoft Office products such as Word, Excel and OneDrive