Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marcie Beal

Austin

Summary

Diligent insurance agent skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Experienced in Customer Service and Sales for more than 20 years in several insurance industries to include mortgage and health insurance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Personal Lines CS Team Lead

Full Circle - Ryan Chao Allstate Agency
10.2023 - 06.2025
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Attracted potential customers by answering insurance questions and suggesting information about other products and services.
  • Trained team of customer service representatives in providing quality service to customers.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Responded to customer requests for products, services, and company information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained staff on operating procedures and company services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and provided backup support for organizational leadership.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Sought ways to improve processes and services provided.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Cross-trained and backed up other customer service managers.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Personal Lines Account Manager

Health Insurance Specialists, INC
01.2023 - 09.2023
  • Connect with customer regarding renewals and account marketing
  • Provide policy reviews for coverages to include home, auto, and boats
  • Review underwriting guidelines to ensure compliance to state guidelines
  • Maintain contact with the insured to ensure satisfaction of service
  • Remarket all renewals and email customers new insurance documents and updates to policies
  • Balance bookkeeping using Excel and dispersed communications from carriers to insureds related to underwriting changes
  • Contact prospects new to the agency and provide a description of what the agency can provide
  • Maintain all records of involvement and correct any contact information related to insureds accounts
  • Maintain claim’s history, claim payment, and communications from carrier representatives
  • Communicate with team and direct all necessary communication to proper departments and team leads
  • Keep record of all leads for future prospects of business

Assistant Underwriter

The Jacobson Group
03.2021 - 12.2022
  • Research underwriting and legal issues related to policy activity
  • Use several methods of research to include internal data base to assure underwriting quality assurance per property and policy
  • Write out to the client to request specific documentation related to ownership, repairs, and state specific related information
  • Property and Casualty Licensure in Texas: P&C License ID: 2045600

Customer Service/Sales (Blended Position)

Progressive Insurance
01.2013 - 06.2019
  • Research billing issues related to insurance payments and policy activity
  • Assist clients with insurance products and the best options for choosing coverages related to their specific needs
  • Educate the client relating to what coverages provide and related legal issues that may be required like licensing, fees, language related to finalizing the sale, and providing necessary documentation
  • Property and Casualty Licensure in multiple states

Education

Bachelor of Science - Psychology

University of Phoenix
Phoenix, AZ
06.2012

Associates of Arts - Business

University of Phoenix
Phoenix, AZ
04.2009

Skills

  • Research
  • Insurance Sales
  • Quality Assurance (10 years)
  • Underwriting
  • Microsoft Outlook
  • Salesforce
  • CRM Software
  • Financial Services
  • Communication skills (10 years)
  • Sales
  • Account Management
  • Marketing (7 years)
  • Office Management (3 years)
  • Risk Management
  • Legal Research
  • Credit Analysis (4 years)
  • Analysis Skills
  • Sales Management
  • Pricing
  • Upselling
  • Management
  • Coaching and mentoring
  • Task delegation
  • Complaint resolution
  • Report generation
  • Call center experience
  • Report preparation
  • Inbound call answering
  • Customer service excellence
  • Administrative support
  • Team management
  • Data management

Certification

  • Property & Casualty License - TX, GA, ME, TN
  • Insurance Producer License - TX, GA, ME, TN
  • Life and Health License - TX, SC

Timeline

Personal Lines CS Team Lead

Full Circle - Ryan Chao Allstate Agency
10.2023 - 06.2025

Personal Lines Account Manager

Health Insurance Specialists, INC
01.2023 - 09.2023

Assistant Underwriter

The Jacobson Group
03.2021 - 12.2022

Customer Service/Sales (Blended Position)

Progressive Insurance
01.2013 - 06.2019

Associates of Arts - Business

University of Phoenix

Bachelor of Science - Psychology

University of Phoenix

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Marcie Beal