Melissa Graham
Hewitt,TX
Summary
Sales professional with over 30 years of experience in insurance client relationship management. Demonstrated success in developing tailored sales strategies, resolving client complaints, retention of clients and enhancing team collaboration to drive customer loyalty and operational efficiency.
Achievements while working for Terry Strickland, as a team, he qualified for several travel promotions each year, President's club & maintained a leader in sales.
Licensed in Property & Casualty 1996,
Group 1 1999, Real Estate License 2006.
Overview
1
1
Certification
29
29
years of professional experience
Work History
Professional Career Pause
Self
Waco, TX
10.2021 - 08.2026
- Managed personal challenges during professional hiatus in 2022. Nurtured professional relationships within real estate industry during break. Focused on networking and client management in real estate activities. Continued fostering industry connections to support future career growth.
Customer Service Representative, Sales
Terry Strickland State Farm
Waco, TX
07.2006 - 10.2021
- Used a client-focused, needs-based review process to educate clients about insurance options.
- Established client relationships and followed up with clients regarding changes, billing, claims, and questions about policies.
- Scheduled appointments to review insurance, identified client's needs, and marketed appropriate products and services for client to make informed decisions.
- Resolved client complaints efficiently, maintaining professionalism throughout interactions.
- Developed strong relationships with clients to encourage repeat business and loyalty with referrals.
- Collaborated with team members to enhance customer service practices and streamline operations.
- Answered online inquiries accurately, ensuring clarity regarding products and services offered.
- Trained new employees on customer service protocols and system tools for optimal performance.
- Helped to create marketing promotions for new products, increasing sales.
- Opening/Closing of office along with completing daily deposit
Customer Service Representative
Mary Graham State Farm
Waco, TX
05.1999 - 06.2006
- Performed customer service tasks aligning with established standards at Terry Strickland State Farm.
Customer Service, Sales
Fortenberry Insurance
Waco, TX
03.1997 - 05.1999
- Facilitated quoting process for existing and new business insurance, ensuring accurate and timely responses to client needs.
- Created custom quotes by shopping multiple carriers, securing competitive pricing for owner operators and fleet accounts, enhancing client satisfaction.
- Evaluated commercial vehicle types, operating radiuses, and cargo classes to determine proper coverage needs.
- Managed policy changes by processing equipment additions or deletions and driver updates.
- Issued compliance documents by ordering mvrs, loss runs, certificates of insurance, USDOT filings, waiver of subrogation's, and auto liability proof for freight brokers and shippers.
- Supported claims filing through detailed documentation, effective communication with insurance adjusters, and timely follow-ups.
- Completed day-to-day duties accurately and efficiently.
Education
Associate of Applied Science - Business Management
McLennan Community College
Waco, TX05-1994
Skills
- Client education and training
- Policy marketing strategies
- Claims support and resolution
- Insurance quoting expertise
- Customer engagement techniques
- Sales strategies and closing
- Effective communication skills
- Attention to detail
- Networking abilities
- Recordkeeping proficiency
- Courteous demeanor in service
- Account management and support
- Multitasking and organization skills
- Task prioritization techniques
- Punctuality and reliability standards
- Inbound and outbound calling proficiency
- Product knowledge and compliance
Certification
- Property & Casualty License 1996
- Group 1 License 1999
- Real Estate License 2006
Timeline
Professional Career Pause
Self
10.2021 - 08.2026
Customer Service Representative, Sales
Terry Strickland State Farm
07.2006 - 10.2021
Customer Service Representative
Mary Graham State Farm
05.1999 - 06.2006
Customer Service, Sales
Fortenberry Insurance
03.1997 - 05.1999
Associate of Applied Science - Business Management
McLennan Community College