Melissa Rogers
Wimauma,FL
Summary
Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ACCOUNT MANAGER I
USAA INSURANCE AGENCY
03.2014 - Current
- Maintained high member satisfaction rate by providing exceptional customer service and anticipating member needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance member satisfaction.
- Managed accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable members while maintaining positive relationships with all parties involved.
- Evaluated member needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Set and achieved company defined sales goals.
RELATIONSHIP MANAGER- SPECIAL PROJECTS
USAA INSURANCE AGENCY
06.2015 - 04.2017
- Addressed changes set forth from the National Flood Insurance Program (NFIP) to adjust flood policies according to the current updated guidelines.
- Responsible for re-marketing the agency's Homesite homeowner's portfolio, to ASI Arrowhead or USAA home policies. Directly contacted members to provide insurance solutions and delivered on the mission.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
MEMBER EXPERIENCE SPECIALIST
USAA INSURANCE AGENCY
03.2014 - 06.2015
- Provided ongoing support to members by promptly answering inquiries and offering tailored assistance when needed.
- Supported and collaborated with team members by sharing best practices. Motivated the team to maintain a growth mindset and to remain coachable.
- Responsible for sales and service of flood and homeowner's insurance policies while creating a world class experience for members.
- Expertly, resolved complex transactions while de-escalating the call and avoided manager call back situations.
Education
No Degree - Interdisciplinary Studies
Hillsborough Community College
Tampa, FLSkills
- Teamwork and Collaboration
- Issue Resolution
- Customer Relationship Management (CRM)
- Client rapport
- Upselling
- Overcoming Objections
- Performance Tracking
- Employee Mentoring
- Compliance requirements
- Sales Techniques
- Product Training
Certification
- Personal Lines Agent 2044 License, State of Florida - April 2014
Timeline
RELATIONSHIP MANAGER- SPECIAL PROJECTS
USAA INSURANCE AGENCY
06.2015 - 04.2017
ACCOUNT MANAGER I
USAA INSURANCE AGENCY
03.2014 - Current
MEMBER EXPERIENCE SPECIALIST
USAA INSURANCE AGENCY
03.2014 - 06.2015
No Degree - Interdisciplinary Studies
Hillsborough Community College
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