Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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 Peoria

Skills

  • 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
Marica Uphoff