Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
Timeline
Generic

Mali Oliver

Summary

Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Dedicated, attentive and gifted in coordinating activities. Compiles data, solves problems and updates records. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Technologically-savvy with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions. Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach.

Overview

9
9
years of professional experience

Work History

Insurance Sales Agent

Triple AAA
Kansas City, MO
10.2022 - Current
  • Upsold products to policyholders and potential new clients.
  • Responded to inquiries and explained product features and service advantages to potential customers.
  • Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
  • Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
  • Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
  • Developed appropriate quotes based on risk information.
  • Counseled prospects and policyholders on coverage, limits and regulations.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Interviewed prospective clients to obtain data about financial resources and needs.

ISR- Agent Support Rep

Wells Fargo Home Lending
Des Moines, IA
09.2021 - 08.2022
  • The Agent Support Representative is responsible for fielding inbound calls from customers and field agents regarding existing home and auto insurance policies
  • The
  • Agent Support Representative will provide assistance on billing inquiries, policy questions, and counsel customer and agents on underwriting eligibility and policy coverage and/or options
  • Employment Verification Team, Work out of the Pipeline, asses, review employment and verify through phone, email or fax
  • Create Verifications forms for the Mortgage Closing team.

Wells Fargo Home Lending
Des Moines, IA
03.2021 - 08.2021
  • Management of daily intake pipeline of both FINRA and non-FINRA WIM complaints
  • Evaluated processes/procedures to ensure business standards are followed and meet company and regulatory standards
  • Handled intake of customer complaints to the
  • Executive Office, gathered pertinent information in order to create cases for caseworkers
  • Answer complaints that come in from multiple lines of business

Researcher/Complaints

Wells Fargo
West Des Moines, IA
03.2021 - 07.2021
  • Answer phone calls from customers who have a serious complaint about their mortgage, home equity, credit disputes, discrimination, laws and regulations;
  • Deescalate caller by using training techniques and create an executive office level complaint case to be assigned to a case owner
  • Route cases to appropriate departments, add information and proper documentation to existing cases.

Agent Support Rep

Cognizant
01.2018 - 02.2021
  • Processing insurance changes, discounts and clerical changes
  • Provides organizational support to business operations by performing tasks such as data entry, research, navigating through multiple systems and working on dual monitors
  • Corrects errors that results from improper classification, underwriting, agents and or accounting inputs
  • Identifies missing policy information and if necessary contacts agents to secure and verify needed information
  • Handles data entry change requests
  • Compares data entered with source documents

Insurance Sales Producer

Allstate
Des Moines, IA
04.2015 - 10.2017
  • Interact daily with customers seeking insurance by phone and in person, service insureds policies, take payments, verify insurance to banks, mortgage companies and state agencies
  • Agency software, Insurance analysis software, Microsoft word, Excel, multiple phone lines, sets appointments, sales, customer service

Education

Central State University, Herbert Hoover High School
01.1996

Skills

  • Customer Service
  • Salesforce
  • Call Center
  • Desktop Support
  • Help Desk
  • Insurance Sales
  • Microsoft Windows
  • Technical Support
  • Software Troubleshooting
  • Certifications / Licenses
  • Property & Casualty License
  • Insurance Producer License
  • Assessments
  • Call Center Customer Service - Proficient
  • Customer Service - Expert
  • Following Directions - Highly Proficient
  • Social Media - Proficient
  • Customer Focus & Orientation - Highly Proficient

Additional Information

  • Licensed in Personal Lines and Commercial Insurance, Expert in troubleshooting, detailed applications, office equipment, customer service Authorized to work in the US for any employer, Willing to relocate to Saint Petersburg, FL

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Insurance Sales Agent

Triple AAA
10.2022 - Current

ISR- Agent Support Rep

Wells Fargo Home Lending
09.2021 - 08.2022

Wells Fargo Home Lending
03.2021 - 08.2021

Researcher/Complaints

Wells Fargo
03.2021 - 07.2021

Agent Support Rep

Cognizant
01.2018 - 02.2021

Insurance Sales Producer

Allstate
04.2015 - 10.2017

Central State University, Herbert Hoover High School

Similar Profiles

CREATE PROFILE
Mali Oliver