Maria "Laura" Harris
Account Manager
Winder
Summary
Experienced in customer interactions and issue resolution, utilizing effective communication and empathy to build strong relationships. Proven track record of maintaining high customer satisfaction and fostering loyalty. Brings valuable experience as a customer service professional, focusing on team collaboration and achieving positive outcomes. Reliable and adaptable, with excellent communication and problem-solving skills. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. After a temporary break from my career as an insurance agent due to the passing of my husband in 2020, I am now ready to fully rejoin a company where I can be fully engaged and committed. With years of experience and a strong value for customers, listening is one of my best attributes along with caring and empathy. Helping people is what brings me joy.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bulldog Insurance
06.2022 - 08.2022
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Account Manager
Farmers Insurance- Christopher Taylor
01.2019 - 10.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Principal Agent
Farmers Insurance- Laura Harris
09.2016 - 01.2019
- Led successful marketing efforts to promote property listings through various channels including social media, print advertising, and open houses.
- Facilitated successful closings by coordinating all necessary documentation between parties involved in the transaction process.
- Enhanced team productivity by organizing agent training sessions and sharing industry best practices.
- Optimized agency processes by introducing innovative technologies such as CRM systems for better organization of client data and streamlined communications among team members.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Office Manager/Agent Services Representative
Farmers Insurance- Steve Ring
08.2014 - 09.2016
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Multi-Line Insurance Agent
Nationwide Insurance-Kellerman Agency
03.2013 - 07.2014
- Streamlined policy management processes for greater efficiency and improved retention rates.
- Showcased strong organizational skills in managing multiple priorities, maintaining accurate records and adhering to industry regulations.
- Managed a diverse portfolio of personal lines, commercial lines, health, life policies for varied clientele demographics.
- Utilized CRM systems effectively to track interactions with clients, monitor policy renewals, and manage sales pipeline activities.
Administrative Assistant
Lloyd ProGroup
05.2011 - 05.2013
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
High School Diploma -
Williston High School
Williston, FL06-1985
Skills
- Quantitative research skills
- Client support
- Effective listening skills
- Analytical reasoning
- Accurate data entry
- Customer service excellence
- Effective problem-solving skills
- Developing professional relationships
- Customer service experience
- Experienced with digital tools
- Skilled in resolving conflicts
- Effective complaint resolution
- Skilled in addressing customer complaints
- Payment processing
- Client communication skills
- Polished telephone etiquette
- Call center management
- Timely follow-up communication
- Extensive knowledge of product specifications
- Document management
- Efficient appointment management
- Data entry
- Critical thinking
- Active listening
- Customer service
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
State Of Georgia:
- Licensed Insurance agent - 2013 - 2024
- Multi line underwriter for 35+ years
- Property and Casualty, Health/and Life Licensed from 2013 - 2024.
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Bulldog Insurance
06.2022 - 08.2022
Account Manager
Farmers Insurance- Christopher Taylor
01.2019 - 10.2020
Principal Agent
Farmers Insurance- Laura Harris
09.2016 - 01.2019
Office Manager/Agent Services Representative
Farmers Insurance- Steve Ring
08.2014 - 09.2016
Multi-Line Insurance Agent
Nationwide Insurance-Kellerman Agency
03.2013 - 07.2014
Administrative Assistant
Lloyd ProGroup
05.2011 - 05.2013
High School Diploma -
Williston High School
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