Kimberly Kassian

• Insurance broker with a portfolio of carrier contracts for health, life, and ancillary products and an expansive book of business/client base
• Licenses & Certifications
  Licensed Professional, Life and Health Insurance Program (CPLHI) - Florida
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
• Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products.
• Developed, maintained and utilized diverse client base.

• Skilled at working independently and collaboratively in a team environment.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked well in a team setting, providing support and guidance.
• Proved successful working within tight deadlines and a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.

• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Calculated quotes and educated potential clients on insurance options.
• Reported policy changes and company conditions affecting customer satisfaction.

• Determined client needs and financial situations by listening and scheduling fact-finding appointments.
• Built relationships with clients using active listening and issue resolution to provide excellent service.
• Maintained high standards of customer service by building relationships with clients.
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.

During my tenure at Hilton, HRCC Tampa, I worked many different areas and always felt that Hilton appreciated that I liked to work and try different departments to get a great, grass-roots feel of how HRCC functioned. Some of the various titles I occupied: Reservation Sales Specialist, Redemption Desk Coordinator, Luxury Desk Coordinator, New Hire Virtual Trainer for the Training and Development department during hiring "seasons".

• Provided coaching and mentoring to employees.
• Developed and implemented successful onboarding program.
• Trained and mentored 1,000+ new personnel hired to fulfill various roles.
• Developed and presented training programs and instructional material through variety of learning methods.

• Improved student performance by defining clear goals and communicating performance metrics.
• Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
• Compiled training handbook and related course materials.
• Implemented cross-training to improve depth of skill sets within team.
• Worked with central management to identify, plan, align, and address training needs.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Recorded videos and wrote instructions to facilitate online and remote training programs.
• Met department budgets by monitoring and reviewing training expenses.
• Verified training program compliance with applicable laws and regulations.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Accepted payments and updated accounts with latest information.
• Maintained productivity and quality standards at all times.
• Responded to customer calls and emails to answer questions about products and services.
• Participated in team meetings and training sessions to stay informed about product updates and changes.

• Licensed in Multi-Peril Crop Insurance
• Opened checking accounts, savings accounts, certificates of deposit, installment loans, HELOC, etc
• Answered customer questions and explained available services such as deposit accounts, installment loans, and certificates.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Verified customer identity and reviewed documentation for accuracy.
• Cross-sold bank products and services to meet customer needs and provide options.
• Reconciled customer accounts and balanced daily transactions.
• Monitored accuracy of customer information in system.
• Greeted customers and delivered information about new account processes.
• Processed deposits, withdrawals and ACH transfers accurately.