Mary Wallace
Cape Girardeau,US
Summary
While mostly my background is in customer service I do have additional experience in a variety of other roles. This includes management, payroll, scheduling, factory work. If you are searching for a dedicated individual with creating a career with one company and always looking for new things to learn then please contact me promptly. Maintained a robust knowledge base. Efficient and strategic thinker. Developed product guides. Ensured quality across all communication platforms. Collaborative professional with a background in providing insights.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Insurance Agent
Shelter Insurance
08.2025 - Current
- Trained junior agents on product knowledge and customer service best practices, fostering team growth.
- Led initiatives to improve operational efficiency, resulting in enhanced workflow management and productivity.
- Analyzed performance metrics to identify areas for improvement, driving strategic adjustments in sales tactics.
Insurance Agent
Banker's Life
02.2025 - 08.2025
- Developed customized insurance plans based on client needs, enhancing client satisfaction and retention.
- Conducted thorough market research to identify emerging trends and competitive offerings.
- Provided expert guidance on policy options, ensuring clear understanding of coverage and benefits.
- Streamlined claims processing procedures, reducing turnaround time and improving client communication.
Customer Support
The Bank of Missouri Scott City MO
11.2021 - 01.2025
- Monitored average handle time.
- Maintained a 98% first-call resolution rate.
- Reduced average customer response time by [Number] hours.
Personal Banker
Commerce Bank
02.2019 - 11.2021
- Cross-sold bank products.
- Focused on new customer acquisition strategies.
- Open accounts and loan products
Education
Certificate - Cosmetology
Eclipse Hair Studio
Cape Girardeau, MO01.2012
High School - undefined
Central High School
Cape Girardeau, MO01.2009
Skills
- I am a well rounded team player by utilizing the resources available to help solve solutions
- First-call resolution (FCR) management, consistently exceeding 98 industry standard
- Creation and optimization of self-service resources, improving knowledge base
- Strong communication and interpersonal skills with both technical and non-technical stakeholders
- Ability to resolve technical product issues, achieving an average
Certification
- Life & Health Insurance License
- Property & Casualty Insurance License
Timeline
Insurance Agent
Shelter Insurance
08.2025 - Current
Insurance Agent
Banker's Life
02.2025 - 08.2025
Customer Support
The Bank of Missouri Scott City MO
11.2021 - 01.2025
Personal Banker
Commerce Bank
02.2019 - 11.2021
High School - undefined
Central High School
Certificate - Cosmetology
Eclipse Hair Studio
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