Summary
Overview
Work History
Education
Skills
Timeline
Generic

LUCRETIA Angel LOVE

Marietta

Summary

Driven Insurance Sales and Customer Service Agent with 30 years of experience offering personalized, courteous service. Expert at managing insurance sales cycle, prospecting and follow-up support. Skillful in advising current and potential clients on insurance coverage plans and processing applications, payments and corrections.Well-versed in different insurance plans and competitor offerings. Persuasive communicator with personable style. Resourceful and versatile professional with reputation for consistently achieving aggressive sales goals.

Overview

20
20
years of professional experience

Work History

Inbound Call Center Sales Agent

Select Quote
05.2024 - 04.2025
  • Sold Life Insurance Nationwide
  • Managed a high volume of inbound calls, prioritizing tasks for optimum efficiency and customer satisfaction.
  • Navigated complex computer systems to document interactions, update account information, and process transactions accurately.
  • Reduced average call handle time by streamlining processes and providing prompt solutions to customer issues.
  • Used Five 9 Phone System to contact members
  • Measured personal performance against established benchmarks, developing strategies for continuous improvement and professional growth.
  • Utilized company-provided scripts to effectively engage customers while maintaining compliance with industry regulations.
  • Participated in ongoing training sessions to remain current on industry trends, product updates, and policy changes relevant to the role.
  • Demonstrated flexibility during periods of high call volume or staffing shortages, consistently meeting demand without compromising service levels.
  • Developed strong rapport with customers, fostering long-term relationships and repeat business opportunities.
  • Provided exceptional follow-up support for clients, ensuring their continued satisfaction with products or services purchased.
  • Increased customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.

Inbound Call Center Sales Agent

Go Health
03.2022 - 05.2024
  • Sold Medicare plans Nationwide
  • Engaged customers and provided high level of service by carefully explaining details about coverage
  • Explained Eligibility of Benefits to customers
  • Used Five 9 Phone System to contact members
  • Measured personal performance against established benchmarks, developing strategies for continuous improvement and professional growth.
  • Served as an effective liaison between customers and internal departments such as billing or technical support, streamlining communication and issue resolution.
  • Increased customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
  • Acquired extensive product knowledge to confidently address customer questions and concerns regarding features and benefits.
  • Developed strong rapport with customers, fostering long-term relationships and repeat business opportunities.
  • Maintained high call quality standards with clear communication, active listening, and professional demeanor.
  • Utilized company-provided scripts to effectively engage customers while maintaining compliance with industry regulations.
  • Overcame objections using friendly, persuasive strategies.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Utilized sales techniques to build customer interest and close sales.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.

Inbound Call Center Sales Agent

Connexion Point
07.2021 - 03.2022
  • Sold Medicare for Blue Cross Blue Shield Nationwide
  • Used SalesForce and Citrix Client Management System
  • Used Jabber Phone System to contact members
  • Demonstrated flexibility during periods of high call volume or staffing shortages, consistently meeting demand without compromising service levels.
  • Acquired extensive product knowledge to confidently address customer questions and concerns regarding features and benefits.
  • Overcame objections using friendly, persuasive strategies.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Utilized sales techniques to build customer interest and close sales.
  • Consistently exceeded daily and weekly sales quotas through proactive engagement of potential customers.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.

Health Insurance Sales Agent

Assurance Healthcare
04.2019 - 07.2021
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Calculated premiums and established payment methods for sales.
  • Evaluated competitors' products and services to gain competitive advantage.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Developed strong relationships with clients through consistent communication and exceptional customer service.
  • Generated quotes and proposals for clients to match individual needs.
  • Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
  • Established credibility and trust with clients through transparent communication about policy options, costs, and benefits.
  • Developed strong relationships with clients through excellent communication and personalized service.
  • Conducted regular follow-ups with clients to review coverage, discuss policy changes, or offer additional services as needed.
  • Leveraged cross-selling opportunities by identifying potential needs for additional insurance products or services among existing clients.

Call Center Sales Supervisor

Aliera Healthcare
05.2017 - 04.2019
  • Company Overview: Worked in an inbound call center for a health-sharing organization to offer low-cost alternative healthcare coverage for individuals and families
  • Documented conversations with customers in Agent Cubed and Admin123 to track requests, problems and solutions offered
  • Mentored junior team members and managed employee relationships
  • Provided detailed monthly departmental reports and updates to senior management
  • Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
  • Informed customers on billing procedures, processed payments and provided assistance to set up payment options
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements
  • Delivered high-quality training to meet targets for each new product launch
  • Optimized staffing levels with strategic scheduling and task delegation
  • Oversaw 25-person development team engaged in $1.3-million in annual revenue
  • Consistently led the sales floor with my team of 25 new agents
  • Consistently achieved top rankings among peers for personal sales accomplishments while simultaneously managing supervisory duties.
  • Assisted in creating sales scripts that resulted in higher conversion rates during outbound calls campaigns.
  • Managed escalated customer issues effectively, ensuring timely resolutions that maintained satisfaction levels.
  • Analyzed sales data to set quotas and assess potential areas of growth.
  • Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Implemented systems and procedures to increase sales.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Worked in an inbound call center for a health-sharing organization to offer low-cost alternative healthcare coverage for individuals and families
  • Enhanced team productivity by setting clear expectations and providing consistent performance evaluations.
  • Increased customer satisfaction by monitoring calls and providing constructive feedback to agents.
  • Implemented training programs for new hires, resulting in a more efficient onboarding process.
  • Effectively coached team members to reach weekly and monthly sales goals.
  • 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.

Independent Sales Agent

Self Employed
06.2015 - 05.2017
  • Stayed current on company offerings and industry trends.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Increased sales by developing and implementing effective sales strategies.
  • Used key sales tactics to grow membership sales.
  • Developed specific schedule of prospecting and account management tasks to perform daily, weekly and monthly to meet or exceed sales goals with little company supervision.
  • Established long-lasting relationships with clients by addressing their needs promptly and professionally.

Inbound Sales Agent

Vimo dba Getinsured
04.2013 - 06.2015
  • Sold insurance on the Federal Market Place offering customers subsidies and tax credits
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Developed rapport with customers through active listening, empathy, and tailored solutions.
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Performed work in compliance with established regulations, policies and standard operating procedures.
  • Utilized automated systems to log and retrieve information.
  • Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
  • Maintained a comprehensive knowledge of products, services, and industry trends to effectively assist customers.
  • Educated customers about product terminology, features, and benefits to improve sales and customer satisfaction.

Sales Agent Floater

State Farm
09.2008 - 04.2013
  • Played an integral role in cross-functional teams tasked with improving overall operational effectiveness.
  • Demonstrated flexibility in adapting to changing production demands, minimizing disruptions to schedules.
  • Assisted in training new hires on proper procedures, helping them acclimate quickly to their roles within the facility.
  • Adapted quickly to various job roles within the facility, increasing overall productivity and efficiency levels.
  • Volunteered for additional assignments during peak work periods to keep tasks on schedule.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Sales Agent

Alex Brown State Farm Agency
11.2004 - 09.2008
  • Assist customers with financial planning and insurance needs
  • Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns
  • Drove client retention by increasing savings opportunities and identifying premium discounts
  • Engaged customers and provided high level of service by carefully explaining details about documents
  • Be a liaison between corporate and the policy holders
  • Issued claim checks to customers
  • Coordinate weekly team meetings
  • Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
  • Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

Education

High School Diploma -

Bartow Sr High School
Bartow, FL
05-1995

Skills

  • Certified FFM professional
  • Three decades of insurance experience
  • Strong verbal communication
  • Effective time management
  • Customer-oriented
  • Conflict resolution expertise
  • Workforce training
  • Talent acquisition
  • Staff development
  • Cross-selling expertise
  • AHIP certification
  • Medicare insurance sales
  • Customer retention specialist
  • CRM software
  • Life insurance consultant

Timeline

Inbound Call Center Sales Agent

Select Quote
05.2024 - 04.2025

Inbound Call Center Sales Agent

Go Health
03.2022 - 05.2024

Inbound Call Center Sales Agent

Connexion Point
07.2021 - 03.2022

Health Insurance Sales Agent

Assurance Healthcare
04.2019 - 07.2021

Call Center Sales Supervisor

Aliera Healthcare
05.2017 - 04.2019

Independent Sales Agent

Self Employed
06.2015 - 05.2017

Inbound Sales Agent

Vimo dba Getinsured
04.2013 - 06.2015

Sales Agent Floater

State Farm
09.2008 - 04.2013

Sales Agent

Alex Brown State Farm Agency
11.2004 - 09.2008

High School Diploma -

Bartow Sr High School

Similar Profiles

CREATE PROFILE