Luke Donovan
Irving,TX
Summary
Professional in client services with strong experience in managing client relationships and ensuring satisfaction. Skilled in team collaboration and communication, consistently achieving results through adaptability and problem-solving. Proficient in conflict resolution, project management, and fostering positive client experiences. Reliable and flexible, with focus on meeting organizational goals and exceeding client expectations.
Overview
7
7
years of professional experience
Work History
Client Service Manager
Farmers Insurance Agency
04.2024 - Current
- Trained and mentored service associates, improving team performance and customer satisfaction
- Managed client inquiries and provided tailored insurance solutions to enhance customer satisfaction.
- Handled incoming calls, ensuring prompt and professional customer service
- Resolved customer emails by identifying solutions, enhancing client retention
- Reviewed and completed customer requests, maintaining high accuracy and efficiency
- Resolved customer issues, problems, and inquiries, achieving timely resolutions
- Provided new quotes to retain customers, contributing to increased policy renewals
- Generated quotes for commercial leads, supporting business growth initiatives
- Assisted Sales Agents with billing, underwriting, and technical issues, streamlining operations
- Conducted outreach to recent clients regarding completion of documents, ensuring compliance
- Followed up with past clients to regain business, boosting customer re-engagement
- Audited monthly policies and sales, ensuring accuracy and regulatory compliance
Fulfillment/General Merchandise Associate
Target
02.2023 - 03.2024
- Completed custom online orders for store pickup, ensuring timely and accurate fulfillment
- Optimized placement of incoming product on the sales floor, enhancing product visibility
- Backstock a wide variety of products and uploaded inventory to cloud system, improving inventory management
- Prepared, packed, and shipped outgoing orders, maintaining high accuracy and efficiency
1st Assistant Manager
Zumiez
11.2018 - 02.2023
- Trained managers and associates in sales approach, direction, and execution, increasing sales effectiveness
- Shared product knowledge to assist customers with decision-making, improving customer satisfaction
- Opened and closed store while maintaining pristine store appearance, ensuring operational readiness
- Interviewed all applicants and managed onboarding process, streamlining new hire integration
- Promoted brands at public events, increasing brand awareness and customer engagement
- Hosted social events in-store, fostering community and driving foot traffic
- Set daily and monthly sales plans, driving consistent achievement of sales targets
- Managed store inventory to maximize in-store and online sales, reducing stock discrepancies
- Emphasized healthy conversation and positive attitude amongst team, improving workplace culture
Education
High School Diploma -
The Woodlands High School
The Woodlands, TX06-2018
Skills
- Product and Service Knowledge
- Analytical Problem Solver
- Client relationships
- Strong Communicator
- Technical Aptitude
- Operational Management
- Database Management
- Working Collaboratively and Independently
- Client Support
Accomplishments
- Zumiez100k Sales Award Recipient | 2021 & 2022
Timeline
Client Service Manager
Farmers Insurance Agency
04.2024 - Current
Fulfillment/General Merchandise Associate
Target
02.2023 - 03.2024
1st Assistant Manager
Zumiez
11.2018 - 02.2023
High School Diploma -
The Woodlands High School
Education
University of North Texas | Denton, TX
2018-2019
2025 Farmers Insurance District 90 Award Nominee
Customer Service Excellence emphasizing the balance of technology and human connection, encouraging agents to provide proactive service rather than just transactional interactions.