Open To Work
Marilou Montis
Akron,OH
Summary
Dynamic insurance professional with a proven track record at Progressive Auto Insurance, excelling in upselling strategies and customer relationship management. Recognized for enhancing customer retention through effective communication and personalized solutions, resulting in increased loyalty and satisfaction. Committed to delivering tailored insurance solutions that meet diverse client needs.
Overview
14
14
years of professional experience
Work History
Licensed Insurance Sales and Service Professional
Allstate Corp
07.2025 - Current
- Developed tailored insurance solutions that addressed diverse client needs.
- Provided exceptional customer service while resolving policy inquiries and claims efficiently.
- Conducted comprehensive policy reviews to ensure compliance and affordability for clients.
- Explained policy coverages and added endorsements on a daily basis.
- Educated clients on coverage options, benefits, and effective risk management strategies.
Customer Retention Specialist
Progressive Auto Insurance
12.2023 - 06.2025
- Analyzed customer calls with supervisor to identify trends and enhance retention strategies.
- Developed targeted communication plans to boost customer engagement and satisfaction.
- Collaborated with cross-functional teams to resolve customer issues rapidly and effectively.
- Implemented personalized outreach programs that increased customer loyalty.
- Utilized CRM systems for tracking interactions and monitoring retention metrics.
- Conducted regular policy reviews to identify cost-saving opportunities and improve policy retention.
Blended Sales and Service Representative
Progressive Auto Insurance
12.2020 - 12.2023
- Implemented upselling techniques to capitalize on existing client relationships for increased revenue generation.
- Managed key accounts effectively by proactively addressing concerns or issues, ensuring high levels of customer retention and satisfaction.
- Developed personalized solutions for clients based on their unique challenges and goals, leading to higher conversion rates.
- Trained new staff on insurance procedures and customer service protocols to improve team performance.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
Inside Sales Agent
Progressive Insurance
02.2012 - 12.2020
- Engaged with customers to understand insurance needs and provide tailored policy recommendations.
- Assisted clients in understanding coverage options, enhancing customer satisfaction and retention.
- Processed policy quotes and applications efficiently using company CRM systems.
- Participated in ongoing training programs to constantly improve product knowledge and selling techniques.
- Developed strong client relationships through effective communication and personalized sales approaches.
- Answered customers' questions regarding products, prices, and availability.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Managed friendly and professional customer interactions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Bachelor of Arts - Mass Communication, Minor Psychology
Cleveland State University
Cleveland, OH06-1993
Skills
Upselling strategies
Complaint resolution
Industry expertise
Supply management
Paperwork processing
Teamwork and collaboration
Problem-solving
Time management
Attention to detail
Problem-solving abilities
Excellent communication
Team collaboration
Active listening
Effective communication
Task prioritization
Interpersonal skills
Customer relationship management
Interpersonal communication
Timeline
Licensed Insurance Sales and Service Professional
Allstate Corp
07.2025 - Current
Customer Retention Specialist
Progressive Auto Insurance
12.2023 - 06.2025
Blended Sales and Service Representative
Progressive Auto Insurance
12.2020 - 12.2023
Inside Sales Agent
Progressive Insurance
02.2012 - 12.2020
Bachelor of Arts - Mass Communication, Minor Psychology
Cleveland State University