Summary
Overview
Work History
Education
Skills
Timeline
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Kay Carrington

Altamonte Springs,FL

Summary

Public Spirited, Highly Driven Licensed Insurance Agent, (15 States & Counting), with expertise in naturally creating, and strategically maintaining client relationships. Certified with Top 7 Health Plan Carriers. Producing in-depth knowledge of competitor benefits and offerings. Masterful, interpersonal, organizational and client relation skills. Dedicated to expediently resolving insurance issues and exceeding client expectations. Driven by results, holding the unique abilities of vastly bringing in new customers/clients, maximizing company revenue. Persuasive communicator with personable, naturally gifted style. My personal, solid belief to this day: "Skies are not the limit, they are only the view."

Overview

15
15
years of professional experience

Work History

Licensed Health/Life Insurance Agent

Assurance IQ
08.2023 - Current
  • Educate existing/non existing clients about health insurance coverage options, benefits and costs.
  • Answering inbound and generating outbound calls, to and from existing/non existing Medicare Beneficiaries and policyholders to discuss insurance options.
  • Consistently exceeding sales targets, personal goals, company Top Performer stats, through effective prospecting, lead generation, and policy presentations to potential clients.
  • Continuously boosting client satisfaction by providing comprehensive information and guidance on health life insurance policies.
  • Enhancing company reputation by maintaining strong relationships with clients and addressing their concerns in a timely manner.
  • Streamlining the application process for clients by addressing their specific needs, assisting them with social service communications, paperwork and ensuring accuracy of submitted documents.
  • Increasing customer retention rates by conducting regular follow-ups and offering tailored solutions to meet their evolving needs.
  • Effectively adhering to compliance within Federal and State guidelines, requirements and policies that are strictly enforced, while maintaining to and adhering by all ethical standards and transactions.
  • Continuously improving product knowledge through attending training sessions, seminars, and workshops related to health/life insurance offerings.
  • Demonstrating exceptional communication skills on a daily basis when explaining complex policy details to clients, resulting in increased understanding of their coverage options.
  • Negotiating favorable policy terms for clients by leveraging extensive knowledge of competing products within the market space.
  • Leveraging strong analytical skills to evaluate potential clients'' needs, recommending suitable coverage options, and tailoring policy offerings accordingly.

Senior Account Manager

Lumen Technologies
04.2020 - 06.2023
  • Boosted client satisfaction by effectively managing and resolving account issues.
  • Increased revenue for the company through strategic upselling and cross-selling initiatives.
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Streamlined account management processes, improving overall efficiency and productivity.
  • Collaborated with marketing teams to develop targeted campaigns, increasing lead generation significantly.
  • Enhanced communication between departments for more effective problem-solving and collaboration.
  • Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
  • Implemented innovative strategies for retaining top-performing clients, reducing churn rate substantially.
  • Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
  • Mentored junior account managers, fostering their professional growth and skills development within the company.
  • Negotiated favorable contract terms with suppliers/vendors on behalf of clients while maintaining strong relationships with them at the same time.

Sales Manager/Corporate Sales Trainer

Starwood Corp./Vistana Signature Experiences
04.2011 - 06.2018
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
  • Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
  • Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
  • Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
  • Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
  • Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
  • Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
  • Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
  • Evaluated competitor offerings to maintain a competitive edge, adapting strategies as necessary for sustained success.
  • Optimized territory management plans by analyzing data on customer demographics, preferences, and buying patterns.
  • Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
  • Evaluated performance against goals and implemented appropriate development plans.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
  • Recruited and hired top-level talent to add value and expertise to sales department.
  • Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Implemented systems and procedures to increase sales.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Corporate Call Center Sales Manager

IHG/Holiday Inn Club Vacations
09.2008 - 03.2011
  • Personally handpicked by Investors to Initiate, Spearhead, oversee, develop and manage the very first Call Transfer Department within the Timeshare Vacation Industry.
  • Recruited, interviewed and hired employees in preparation of a successful 24/7 sales and marketing performance based operation.
  • Developed systems and procedures to establish and implement department specific KPI's.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Strategically composed and facilitated nontheoretical, award winning, company approved and branded scripting, for agents within 5 contrasting departments.
  • Liaised with customer service, marketing, quality assurance and cross functional management teams to develop solutions and accomplish shared objectives.
  • Drove sales by consistently developing, encouraging and motivating department heads to ensure the highest quality of superb performance.
  • Coached management staff on best practices for training agents on upselling additional products or services during customer interactions.
  • .
  • Increased team productivity by streamlining call center operations and optimizing staff scheduling.
  • Implemented data-driven sales techniques, analyzing key metrics to identify areas for improvement and optimize performance.
  • Reduced employee turnover by fostering a positive work environment and offering career advancement opportunities.
  • Developed high-performing sales supervisors, sales teams through comprehensive training programs and regular performance evaluations.
  • Enhanced supervisor/agent difficult conversation experiences with proactive communication, resolving issues promptly, and maintaining a professional demeanor
  • Oversaw daily operations of the call center, ensuring efficient workflow processes were in place to maximize productivity while minimizing downtime.
  • Managed revenue models, process flows, operations support and employee engagement strategies.
  • Generated Millions on Millions of dollars for IHG as Manager of Call Transfer.

Education

Bachelor of Arts - Film And Video Production

FMU
Orlando, FL

Skills

  • Sales expertise
  • Insurance Practices
  • Health Insurance Sales
  • Persuasive Negotiation
  • Relationship Building
  • New Agent Training
  • Extreme Interpersonal skills
  • Active listening
  • Client relationship management
  • Major Multitasking capabilities
  • Critical thinking
  • Conflict resolution
  • Empathy and understanding
  • Product knowledge
  • Organizational skills
  • Ethical conduct
  • Regulatory compliance
  • Problem-solving abilities
  • Strong communication
  • Policyholder Communication
  • Client Prospecting
  • Sales Reporting
  • Consultative Sales Approach
  • Group Presentations
  • Vision and Dental Insurance
  • Call Center Customer Service
  • Financial Needs Assessment
  • Insurance Coverage Verification
  • Data Entry
  • Customer Complaint Resolution
  • Customer Follow-Up
  • Client Consultations
  • Policy Renewals
  • Policy Analysis
  • Risk Evaluation
  • Needs Assessment
  • Business Social Acumen

Timeline

Licensed Health/Life Insurance Agent

Assurance IQ
08.2023 - Current

Senior Account Manager

Lumen Technologies
04.2020 - 06.2023

Sales Manager/Corporate Sales Trainer

Starwood Corp./Vistana Signature Experiences
04.2011 - 06.2018

Corporate Call Center Sales Manager

IHG/Holiday Inn Club Vacations
09.2008 - 03.2011

Bachelor of Arts - Film And Video Production

FMU

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Kay Carrington