Open To Work
Mary Beth Reschke
Casselberry,FL
Work Preference
Summary
Retention specialist with expertise in resolving complex customer issues with empathy and professionalism. Strong background in analyzing customer data to identify retention opportunities and implementing tailored solutions that enhance satisfaction and loyalty.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Retention Specialist/Senior Customer Service Representative
Allstate
Remote, Florida
05.2025 - Current
- Managed customer accounts and addressed inquiries to ensure retention.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Created retention metrics reports to guide strategic decisions.
- Facilitated communication between customers and management to resolve issues efficiently.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Explained new products and services to customers.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Created personalized communication plans for key accounts based on individual needs and preferences.
- Implemented creative solutions to deal with special circumstances.
- Identified risks in customer retention and developed targeted action plans.
- Developed strategies to improve customer experience and increase loyalty.
- Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
- Referred unresolved customer service issues to designated departments for investigation.
- Established performance benchmarks for retention activities and monitored team's progress against these goals.
- Managed communication with at-risk customers to negotiate retention solutions.
- Utilized CRM software to monitor customer interactions and identify opportunities for retention interventions.
- Advised management on organizing and preparing recruiting and retention programs.
- Managed customer inquiries through phone and online channels effectively.
- Resolved complex issues with empathy and clear communication skills.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Responded promptly to inquiries from customers about products or services.
- Resolved escalated customer complaints in a timely manner.
- Managed incoming calls from customers while providing exceptional service.
- Informed customers about product features, pricing details, and company policies to effectively resolve their inquiries.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Followed up with customers after purchases to ensure satisfaction.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Analyzed customer data to identify opportunities for upselling services.
- Ensured compliance with applicable laws and regulations related to customer service.
- Provided technical support to customers via phone, email and chat.
- Prevented key account losses by researching discrepancies and correcting problems.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Licensed Sales Producer
AllState - Bones and Associates
Viera, FL
06.2020 - Current
- Assessed customer needs and recommended appropriate coverage options.
- Offered policy guidance and management to promote asset protection.
- Resolved any customer complaints in an efficient manner.
- Leveraged industry trends to shape solutions and approaches.
- Identified opportunities for cross-selling additional products or services.
- Pursued continued professional development through insurance workshops, course and webinars.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Developed appropriate quotes based on risk information.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Attended meetings with carriers' representatives to discuss product offerings and pricing structure.
- Conducted periodic reviews of existing accounts to ensure appropriate coverage levels are maintained.
- Processed applications for new policies, endorsements, changes and cancellations.
- Advised clients on available discounts or additional coverage options that could benefit them.
- Achieved repeat business and referrals through personalized services.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
- Maintained knowledge of current insurance regulations and compliance standards.
- Exceeded company sales goals for new policies.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Upsold products to policyholders and potential new clients.
- Generated quotes for various types of insurance policies based on customer requirements.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Established relationships with clients by providing prompt service, accurate information and follow-up support.
- Identified needs of customers promptly and efficiently.
- Collaborated with others to discuss new opportunities.
Education
Bachelor of Arts - Major in Political Science And Minor in Paralegal
University of Central Florida
Orlando, FL05-2014
Associate of Arts -
Eastern Florida State College
Cocoa, FL05-2012
High School Diploma -
Governor Thomas Johnson High School
Frederick, MD06-1986
Skills
- Customer Retention
- Retention Strategies
- Retention Programs
- Account management
- Client Relationship Management
- Client Engagement
- Client Communication
- Client Service
- Customer Training
- Policy management
- Policy Review
- Policy Sales
- Customer Billing
- Client Prospecting
Accomplishments
- Volunteered with Meals on Wheels from January 2012 through May of 2018. I delivered meals to the elderly through the government assisted program, Aging Matters, in a professional and timely manner.
Certification
- CE Unfair Claims Practices Legal Brief
- CE Disaster Claim Filing Course
- CE Duty to Investigate and Settle
Timeline
Retention Specialist/Senior Customer Service Representative
Allstate
05.2025 - Current
Licensed Sales Producer
AllState - Bones and Associates
06.2020 - Current
Bachelor of Arts - Major in Political Science And Minor in Paralegal
University of Central Florida
Associate of Arts -
Eastern Florida State College
High School Diploma -
Governor Thomas Johnson High School