MICHAEL EDMONDSON
Springfield,MO
Summary
Experienced Customer Account Executive highly effective at building and maintaining customer loyalty. Proficient conflict resolver, problem-solver a,d time manager. Serving 14 years in the military as a Military Police Officer. Mastering being calm Mastering under pressure with superior time management and conflict resolution skills.
Overview
19
19
years of professional experience
Work History
Claims Specialist
American National Insurance Company
08.2022 - 11.2022
- Followed up with customers on unresolved issues.
- Conducted full claim investigations and reported updates and legal actions.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Reported policy changes and company conditions affecting customer satisfaction.
- Generated, posted and attached information to claim files.
- Maintained strong knowledge of basic terminology to better understand services and procedures.
Commercial Lines Customer Service Agent
GLS Insurance
06.2021 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Collected and analyzed customer information to prepare product or service reports.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Account Executive
Precision Services Llc
01.2021 - 06.2021
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Communicated between internal and external stakeholders, clients and vendors.
- Reviewed accounts monthly to monitor and track customer satisfaction and complaints.
- Conducted informational trainings and briefings to clients on new features and updated products.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Developed and monitored account management processes, such as management inspections, reward and recognition and quality improvement.
- Tracked insurance claims to help policyholders settle claims, increasing customer satisfaction 10%
Commercial Lines Customer Service Representative
Progressive Insurance
09.2017 - 01.2021
- Coordinated between billing department and customers to resolve problems.
- Actively pursued personal learning and development opportunities.
- Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
- Educated customers about the brand to incite excitement about the company's mission and values.
- Gathered sensitive information to update customer profiles and help with the appeals process.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Routinely answered customer questions regarding merchandise and pricing.
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
- Manage up to 80 calls and up to 10 scheduled appointments daily to gather information, address customer’s needs, assist agents with program issues and make changes to policies.
- Directed calls to appropriate individuals and departments.
- Acted as subject matter expert, answering internal and external questions and inquiries
Military Police Officer
U.S. Army
05.2003 - 07.2017
- Gathered preliminary investigation information as a first responder to crimes on base.
- Prepared cases for trial and appeared to testify in court as a witness.
- Monitored entrance activities, controlled traffic and responded to emergencies on the base.
- Searched vehicles, buildings, and homes for evidence of stolen property.
- Delivered accurate verbal and written reports to company personnel.
- Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on the premises.
- Monitored alarm systems to detect any unauthorized entries into protected areas.
- Formulated accident reports and coordinated throughout shifts.
- Questioned individuals and observed persons and establishments.
- Reviewed facts of incidents to determine if criminal acts were involved.
- Processed and logged accurate and detailed incident reports.
- Responded to calls in both routine and emergency situations.
Education
Bachelor of Science - Information Technology- Cyber Security
Colorado Technical University
Colorado Springs, CO12.2022
Bachelor of Science - Church Ministry
Oral Roberts University
Tulsa, OK05.2020
Skills
- Relationship building and management
- Forecast Preparation
- Customer Presentations
- Research and Analysis
- Goals and Performance
- Services optimization
- High-impact proposal presentation
- Key account management
- Business Development
- Quote information
- Policy renewals
- Client needs analysis
- Quotes and sales
- Complaint resolution
- Account management
- Administrative support
- CRM
- Report preparation
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Data Entry and Maintenance
- De-escalation Techniques
- Understanding Customer Needs
- Creative Problem Solving
- Collaborative Team Player
- Technical Troubleshooting
- Multitasking and Prioritization
- Microsoft Windows and Office
- Verbal and Written Communication
- Highly Professional
- Troubleshooting Network Issues
- Resolving Problems and Incidents
- Organizational Skills
- Interpersonal Skills
- CRM Software
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Customer Account Management
- Microsoft Exchange
- Document and Records Management
- First-Tier Technical Support
- Proactive Self-Starter
- Cultural Awareness and Sensitivity
- Administrative and Office Support
- Time Management
- Complex Product Knowledge
- Strong Analytical and Problem Solving Skills
- Multi-Line Phone Systems
- Inbound and Outbound Calling
- Computer Proficiency
- Business Process Workflow
- Project Management
- Technical Analysis
- Technical Writing
- Decision Making
- Excellent Communication
- Problem-Solving
- Flexible and Adaptable
- Clerical Support
- Attention to Detail
- Cultural Awareness
- Analytical and Critical Thinking
- Training and Development
- Coverage Determination
- Claim Validity Determination
Insurence License Held
Current Licenses
- Texas Adjuster P&C License.
- Nonresident Adjuster P&C License (OK, WY, SC, LA, KY,)
Past Licenses
- Property & Casualty Producer License.
Timeline
Claims Specialist
American National Insurance Company
08.2022 - 11.2022
Commercial Lines Customer Service Agent
GLS Insurance
06.2021 - 06.2022
Account Executive
Precision Services Llc
01.2021 - 06.2021
Commercial Lines Customer Service Representative
Progressive Insurance
09.2017 - 01.2021
Military Police Officer
U.S. Army
05.2003 - 07.2017
Bachelor of Science - Information Technology- Cyber Security
Colorado Technical University
Bachelor of Science - Church Ministry
Oral Roberts University