MARK LIVINGSTON

• Facilitated merger transition between 2 independent insurance agencies
• Oversaw day to day operations of the agency
• Created standard operating procedures for insurance agents
• Created and analyzed sales and retention reports to inform strategic decisions
• Maintained a 92% retention rate through the first year of merger
• Overcame various challenges during the merger
• Led quality control processes of all policies to ensure agency guidelines were being followed

• Managed a book of business from the beginning to $3.5 million
• Led sales team of 6 agents to achieve compliance with tasks and guidelines.
• Developed Quality Assurance guidelines for sales agents, enhancing client coverage.
• Created training programs for sales and service agents
• Proficient in Agency management systems and CRMs. Including EZLynx Agency Zoom and QQ Catalyst
• Established service department from inception, including development of training program for sales and service agents.
• Supported the marketing plans and execution against the sales strategy.
• Exhibited deep understanding of products, market, competition, and consumer behavior of homeowners, real estate agents, and home service professionals.
• Regularly reported on progress and ensured goals were being met.
• Service Manager June 2022-September 2024

• Consulted customers on personal lines of insurance, tailoring recommendations to meet individual needs
• Promoted to High Priority team to assist in high-profile clients and emergency requests
• Educated clients on existing coverage details and outlined actionable next steps for better understanding
• Solved various customer problems and answered complex inquiries, which resulted in high satisfaction rates on customer surveys
• Provided excellent customer service via electronic and telecommunications in a fast-paced environment while maintaining high accuracy
• Listened to customer needs and performed up-selling and cross-selling.

• Delivered technical support to global clientele through electronic communication, ensuring prompt resolution of issues
• Coordinated and led online training sessions for customers, enhancing their understanding and use of products
• Applied problem-solving skills to address client needs effectively and efficiently
• Managed daily tasks using Salesforce and Zendesk to streamline workflow. through use of systems such as Salesforce, Slack, WebEx, and Zendesk
• Continued building knowledge on a daily basis to provide excellent customer support for an ever-changing industry
• Capitalized on opportunities to lead team meetings and interoffice training

• Dean's List Spring 2025

ASSOCIATE OF ARTS