Lucy McDonald
Spencerport
Summary
Dedicated and results-driven insurance professional with 25 years of experience in Property & Casualty (P&C) and Life, Accident & Health (LAH) insurance sales. Proven track record of exceeding sales goals, retaining clients through outstanding customer service, and maximizing additional policy sales. Adept at utilizing CRM systems to enhance customer interactions and streamline sales processes. Currently enrolled in ExamFX to regain P&C and LAH licenses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aire Serv Heating and Air Conditioning
09.2021 - 02.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Answered all inbound calls and booked maintenances and diagnostic service calls by utilizing the technicians' dispatch board.
- Increased client retention through the sales of annual Advantage Plan Memberships.
- Worked as a team player to ensure a high level of customer satisfaction.
Account Manager/Licensed Agent
Marie Molnar State Farm
05.2020 - 09.2021
- Provided tailored insurance solutions in P&C and LAH policies to meet client needs.
- Consistently met and exceeded sales goals, driving revenue growth.
- Strengthened client retention through exceptional service and personalized policy adjustments.
- Leveraged CRM systems to track sales, follow up with leads, and manage client data efficiently.
- Provide excellent customer service to both new and existing clients.
- Continue to grow the agency through cross-selling and new business sales.
- Customer education about their policies and coverage.
BDC Manager
Canandaigua Chrysler, Dodge, Jeep
11.2019 - 03.2020
- Created a Business Development Center to assist with new customer sales and to create repeat business via the phone and internet.
- Respond to all incoming sales emails and phone calls and assist customers with their needs.
- Create and schedule sales appointments with the Sales Manager to sell inventory.
- Business closed due to covid.
Account Manager/Licensed Agent
Lino Reale State Farm
11.2017 - 11.2019
- Manage all incoming calls and walk-ins to assist customers with service needs.
- Cross-sell the existing book of business to grow the agency.
- Handled payments and banking transactions.
- Provide superior customer service.
Education
AAS - Criminal Justice
Monroe Community College
Rochester, NY05.2010
AS - Liberal Arts
Monroe Community College
Rochester, NY05.1996
Skills
- Excell in Sales
- Excellent Customer service
- CRM knowledge
Certification
- NYS Property and Casualty Insurance
- NYS Life, Accident and Health Insurance
Timeline
Customer Service Representative
Aire Serv Heating and Air Conditioning
09.2021 - 02.2025
Account Manager/Licensed Agent
Marie Molnar State Farm
05.2020 - 09.2021
BDC Manager
Canandaigua Chrysler, Dodge, Jeep
11.2019 - 03.2020
Account Manager/Licensed Agent
Lino Reale State Farm
11.2017 - 11.2019
AS - Liberal Arts
Monroe Community College
- NYS Property and Casualty Insurance
- NYS Life, Accident and Health Insurance
AAS - Criminal Justice
Monroe Community College
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