Leticia Febo

• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Collaborated with upper management to improve customer service processes and support structures company wide
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
• Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
• Monitoring and tracking of designates teams KPI's and performance
• Partners with various departments, including claims, retention, and sales to resolve customer deputies
• Schedule employee shifts, review employee time off requests and approve timecards (ADP)

• Supports goals and objectives of call center, management, and organization
• Resolved customer issues quickly to close deals and boost client satisfaction
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
• Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets
• Provide support and motivation during sales meetings
• Ensure company policies are enforced and provide coaching, including corrective action when necessary
• Demonstrated products to show potential customers benefits and advantages and encourage purchases
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

• Responsible for communicating policy updates via email/phone.
• Hold a complete understanding of the products sold by Protect My Car.
• Educate customers by explaining the policies that they are enrolled in.
• Navigate through Protect My Car’s in house CRM: Pacman.
• Notate files accordingly for documentation purposes.
• Run monthly premiums for customer.
• Actively search for a means to resolve conflicts.
• Follow sales procedures when enrolling potential customers into new policies.
• Provide overflow collections support
• Be the primary escalation contact for customers who would like to cancel their policy.
• Explain the benefits of continuing their coverage they have with us.
• Adjust customers policies through our internal software system.
• Work with other internal departments to gather information needed to best address the customers situation.
• Analyze customer feedbacks and develop new techniques to ensure customer retention.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• · Identify cancellation trends and work with management to come up with a solution

• Work closely with carrier reps to improve on productivity of sales, carrier appetite, meeting production requirements, updates on rate revisions, policy retentions, claims mitigation, fraudulent potentials, etc

• Maintain and update Agency Management software for book of business

• Contact delinquent account customers; document the status of the customer and the collection efforts
• Must be flexible for other duties as assigned: As an associate, you may be required to cross-train across roles/departments with similar job duties or assist with different business needs as needed.
• Handle a large volume of inbound/outbound phone calls daily while maintaining a positive attitude.
• Accept payment, work with consumers to resolve delinquent accounts, and structure payment arrangements when needed.
• Provide timely follow-up on payment arrangements.
• Work 60-80 accounts daily
• Initiate collections on past-due accounts

• You will be responsible for closing the deal on that same transferred call. (1 call close)
• Go over policy details and explain coverage and cost
• Address Objections by building trust and showing value
• Act as “Budget Manager” and apply discounts to close the deal.
• Average 25-35 calls a day

• Outbound calls
• Retain the customer
• Qualify the vehicle/ transfer to sale