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Mattie Webben
Kearney,NE
Summary
Accomplished business professional with 15 years of diverse experience in sales, management, and business operations, demonstrating a proven ability to build strong relationships and enhance client satisfaction and retention. Expertise in account reconciliation and administrative functions, complemented by proficiency in Microsoft Office, Google Drive, and various CRM platforms. A fast learner with a robust work ethic and results-driven mindset. Licensed in Property, Casualty, Life, and Health insurance, but seeking a meaningful career change that aligns with personal values and long-term aspirations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Insurance Agency Manager
American Family Insurance
09.2023 - Current
- Directed agency operations, ensuring compliance with regulatory standards and company policies
- Maintained high standards of quality control, managing daily responsibilities, scheduling, CRM management, inventory management, and customer service excellence
- Led team meetings focused on strategic planning, goal-setting, and fostering a collaborative atmosphere within the agency.
- Served as a subject matter expert on insurance policies, regulations, and industry trends during client consultations
- Resolved customer complaints or issues promptly while maintaining a positive brand image
- Developed marketing materials such as brochures, flyers, and email campaigns to promote insurance products and services
- Analyzed market trends to adjust sales strategies, increasing client acquisition and retention
- Identified areas for process improvement through data analysis
- Generated weekly reports analyzing key performance metrics
- Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit
- Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
Server/Waiter
Fyre Modern Grill
10.2022 - 10.2023
- 2nd Job - worked evenings consecutively to insurance career
- Demonstrated exceptional multitasking skills during peak hours, accurately managing 6-8 tables efficiently, with attention to detail
- Assisted with private events due to exceptional service
- Maintained cleanliness of all areas
- Collaborated with kitchen and bar staff
- Demonstrated menu knowledge and made recommendations
- Resolved customer complaints or concerns promptly
- Assisted in training new servers on best practices
Insurance Sales
American Family Insurance
03.2016 - 09.2023
- Developed and maintained strong relationships with clients, providing personalized insurance solutions tailored to their specific needs
- Utilized CRM software to track leads, manage customer information, and streamline the sales process
- Managed a large portfolio of accounts with attention to detail ensuring accurate documentation of policies and endorsements
- Conducted thorough risk assessments for clients
- Created persuasive sales presentations
- Trained new team members on product knowledge, sales techniques, and best practices for building client relationships
- Implemented a referral program
- Identified cross-selling opportunities within existing client base
- Collaborated with claims department to expedite the resolution of client issues and ensure customer satisfaction
- Maintained up-to-date knowledge of state-specific licensing requirements and ensured compliance at all times
Customer Service Representative
American Family Insurance
08.2011 - 03.2016
- Managed a high volume of incoming calls, emails, and mail
- Managed escalated customer issues with professionalism and empathy, while maintaining a positive brand image
- Maintained detailed records in CRM system
- Built rapport with customers through active listening, empathy, and personalized interactions
- Demonstrated strong product knowledge
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Upsold additional products or services to customers based on their needs and preferences
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
Server
Buckhorn Family Restaurant
08.2009 - 08.2010
- Demonstrated exceptional multitasking skills managing 10 tables
- Collaborated with kitchen staff to ensure timely orders
- Maintained cleanliness of dining area
- Handled cash transactions accurately using POS system while maintaining a balanced cash drawer at the end of each shift
- Demonstrated menu knowledge and made recommendations
- Resolved customer complaints or concerns promptly
Education
Bachelor's degree - Business Management
Western Governors University
Salt Lake City, UT09.2020
High school diploma -
Wheeler High School
Wheeler, TX05.2008
Skills
- Dedicated professional attitude
- Relationship building
- Proven sales expertise
- Attention to detail
- Computer skills
- Organizational skills
- Client relations and retention
- Strategic marketing planning
- CRM software and Account Management
- Cross-functional teamwork
- Operations management
- Staff development and training
Certification
Property & Casualty License - Nebraska, Kansas, and South Dakota
Life & Health Insurance License - Nebraska, Kansas, and South Dakota
Driver's License
Interests
Timeline
Insurance Agency Manager
American Family Insurance
09.2023 - Current
Server/Waiter
Fyre Modern Grill
10.2022 - 10.2023
Insurance Sales
American Family Insurance
03.2016 - 09.2023
Customer Service Representative
American Family Insurance
08.2011 - 03.2016
Server
Buckhorn Family Restaurant
08.2009 - 08.2010
Bachelor's degree - Business Management
Western Governors University
High school diploma -
Wheeler High School
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