Melody Santiago
Coral springs,FL
Summary
Knowledgeable and dedicated customer service/ retention professional with extensive experience in Insurance industry. 6 Years in experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Retention Specialist
Levay Mack Insurance
12.2022 - Current
- Trained staff on operating procedures and company services.
- Responded to customer calls and emails to answer questions about products and services.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Retention Customer Service Representative
Broward Insurance
04.2017 - Current
- Monitored underwriting teams performance and provided mentoring to achieve personal and department production goals.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Handled approximately 400 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Quoted and calculated premium rates for policies, using rate book, turbo rater and calculator.
- Upsold additional products and services after identifying customer needs and requirements.
Retention Specialist
Nsure
11.2021 - 07.2022
- Engaged with customers to determine needs and present appropriate resolutions.
- Developed new strategies for customer retention activities.
- Developed and implemented sales strategies to increase profits.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and maintained relationships with customers, lenders and other third parties.
Education
High School Diploma -
Coral Glades High School
Coral Springs, FL07.2015
Skills
- Report preparation
- Credit card processing
- Policy quoting and pricing
- Policy renewal
- Customer Service
- Multitasking abilities
- Account management
- Inbound and Outbound Calling
Timeline
Customer Service Retention Specialist
Levay Mack Insurance
12.2022 - Current
Retention Specialist
Nsure
11.2021 - 07.2022
Retention Customer Service Representative
Broward Insurance
04.2017 - Current
High School Diploma -
Coral Glades High School
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