Marica Uphoff
Morton,IL
Summary
Dynamic and results-driven professional with a proven track record. Excels in customer service and conflict resolution, consistently enhancing client satisfaction. Skilled in recordkeeping and persuasive communication, I thrive in fast-paced environments, delivering tailored solutions that foster long-term loyalty and exceed expectations.
Overview
17
17
years of professional experience
Work History
Contact Agent II
OSF HealthCare Saint Francis Medical Center
10.2024 - Current
- Assisted patients in scheduling of diagnostic testing.
- 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.
Account Executive - Life & Health
Pearl Insurance
02.2014 - 10.2024
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Streamlined account management processes for increased efficiency and improved client retention rates.
- Enhanced team performance, sharing best practices and mentoring junior account executives.
- Enhanced client satisfaction, conducting thorough needs assessments and delivering tailored solutions.
Account Specialist
Marquette Group
10.2007 - 02.2013
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Resolved complex account issues, restoring client confidence and preserving business relationships.
- Negotiated contract renewals, securing favorable terms and maintaining long-term client relationships.
Education
High School Diploma -
East Peoria Community High School
East PeoriaSkills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Call management
- Conflict resolution
- Persuasive speaking
- Recordkeeping proficiency
- Polite communication skills
- Product sales
Accomplishments
Hold Illinois State Life/Health Insurance License
Cross-sell Award in Sales 2023
Sunshine Award for Department 2023
Achieved 100% Call Metrics
Timeline
Contact Agent II
OSF HealthCare Saint Francis Medical Center
10.2024 - Current
Account Executive - Life & Health
Pearl Insurance
02.2014 - 10.2024
Account Specialist
Marquette Group
10.2007 - 02.2013
High School Diploma -
East Peoria Community High School
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