LORENZA OWENS
Phoenix,Arizona
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
BENEFIT ENGAGEMENT SPECIALIST
BCINSOURCING
Phoenix, AZ
12.2020 - Current
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Analyzed data to identify trends and opportunities for improvement in customer engagement processes.
- Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
- Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
- Managed multiple projects simultaneously, ensuring deadlines were met and goals achieved.
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention.
- Proactively identified potential challenges or roadblocks and devised strategies for overcoming them, ensuring project success.
LICENSE INSURANCE AGENT
USAA
Phoenix, AZ
08.2019 - 12.2020
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Generated new business opportunities via targeted marketing campaigns, resulting in increased lead generation and conversion rates.
- Retained existing clientele by regularly reviewing their policies and recommending adjustments as needed to maintain optimal coverage.
- Reduced claim disputes by clearly explaining policy provisions to clients at the time of sale and during policy renewals.
- Utilized CRM software to manage client relationships.
Member Service Supervisor
Progressive
Phoenix, AZ
06.2018 - 08.2019
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Coached team members through performance reviews, identifying areas for growth and development while setting achievable goals in alignment with organizational objectives.
- Upheld high standards of professionalism and confidentiality by diligently maintaining member information security, adhering to all relevant policies and regulations.
- Mentored new hires, resulting in higher retention rates and faster integration into the team.
LICENSED INSURANCE AGENT
Humana
Phoenix, AZ
08.2008 - 06.2018
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Developed customized presentations for prospective clients that highlighted relevant products and benefits based on their unique needs.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Mentored junior staff members in sales techniques, product knowledge, and regulatory compliance to improve overall team performance.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Education
BACHELORS IN ORGANIZATIONAL MANAGEMENT -
University of Phoenix
Mesa, Arizona06.2024
HIGH SCHOOL DIPLOMA -
Peoria High School
Peoria, Arizona01.1999
Skills
- Communication
- Problem solving
- Relationship building
- Data analysis
- Creativity
- Time management
- Multi-tasking
- Conflict resolution
- Attention to detail
- Brand Awareness
- Decision-Making
- Customer Service
- Data Entry
- Internal Communications
- Team Development
- Communication Management
- Public Speaking
- Needs Assessment
- Schedule Coordination
Personal Information
Title: BENEFIT ENGAGEMENT SPECIALIST
Timeline
BENEFIT ENGAGEMENT SPECIALIST
BCINSOURCING
12.2020 - Current
LICENSE INSURANCE AGENT
USAA
08.2019 - 12.2020
Member Service Supervisor
Progressive
06.2018 - 08.2019
LICENSED INSURANCE AGENT
Humana
08.2008 - 06.2018
BACHELORS IN ORGANIZATIONAL MANAGEMENT -
University of Phoenix
HIGH SCHOOL DIPLOMA -
Peoria High School