Marquette Hines
Gilmer,TX
Summary
Dynamic Retention Specialist with proven success at Globe Life, excelling in customer relationship management and client retention strategies. Recognized for maintaining a 100% quality assurance average while effectively resolving issues and enhancing customer satisfaction. Skilled in payment collection and adept at building strong client rapport to drive loyalty and referrals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Retention Specialist
Globe Life
Waco, USA
03.2024 - 08.2025
- Successfully passed Texas Health and Life Insurance exam, obtaining license to manage policies in New York and West Virginia.
- Manage inbound calls from current policyholders looking to cancel their insurance benefits.
- Respond to inquiries regarding coverage, premiums, and other policy-related information.
- Make outbound calls to existing policyholders to collect overdue premium payments.
- Highlight benefits of policies while ensuring outstanding customer service.
- Maintain a 100% average in overall quality assurance.
- Developed and implemented a comprehensive marketing strategy to increase life insurance sales.
- Managed client relationships to ensure satisfaction and retention.
- Acted as main point of contact in matters relating to client concerns and needs.
- De-escalated customer interactions by providing alternative solutions to issues.
Retention Specialist II
Brinks Home Security
05.2022 - 03.2024
- Established strong customer relationships to boost loyalty and referrals.
- Employed problem-solving skills to implement effective strategies with immediate results.
- Recognized evolving customer needs and adjusted service accordingly.
- Worked with managers to tackle employee relations issues.
Customer Service Rep
ACT Technologies
10.2020 - 05.2022
- Managed customer inquiries and suggestions professionally.
- Listened actively, addressed concerns swiftly, and escalated major issues.
- Answered calls promptly and updated customer account information.
Education
Life And Health Insurance -
ExamFX
Shawnee Mission, KS01.2025
Skills
- Customer relationship management
- Client retention strategies
- Effective communication
- Problem resolution
- Customer satisfaction
- Client rapport
- Account management
- Payment collecting
- Sales
- Account verification
Certification
General Lines Agent, 3297677, 02/20/25
Languages
Proficient in leveraging language line services to ensure clear and effective communication with non-English speaking clients.
Personal Information
Title: FT PM Trainer
Timeline
Retention Specialist
Globe Life
03.2024 - 08.2025
Retention Specialist II
Brinks Home Security
05.2022 - 03.2024
Customer Service Rep
ACT Technologies
10.2020 - 05.2022
Life And Health Insurance -
ExamFX