Michelle Bell
Winchester,VA
Summary
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives. Goal-oriented Insurance agent, effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person. Offering 11-year background generating new business by selling various insurance plans and 2 years of OEP enrollment with Marketplace policies ending with a conversion rate of 46%. Seasoned Multi-Line Insurance Specialist with excellent planning and problem-solving abilities and a willingness to take on any challenge. Organized, driven and adaptable professional with successful history managing high caseloads in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Self Employed
Multiple Short-term Contracts
Remote
09.2022 - 11.2023
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Insurance Specialist
Sutherland Healthcare Solutions
Remote
09.2020 - 02.2022
- Cultivated lasting professional relationships and grew client referrals to promote agency success
- Drove client retention by increasing savings opportunities and identifying premium discounts
- Fostered relationships with customers to expand customer base and retain business
- Exceeded company sales goals for new policies
- Supported customers with individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs
- Achieved repeat business and referrals through personalized services.
Commercial Insurance Agent
Skyline Insurance Agency
Front Royal, Virginia
01.2017 - 10.2018
- Strengthened traceability by developing organization systems for keeping records, reports and agendas
- Completed yearly evaluations of providers to check service options and coverage plans against competitors
- Explained coverage options to potential policyholders, answering questions or concerns
- Monitored clients' insurance coverages to ensure changing needs were met
- Achieved repeat business and referrals through personalized services
- Exceeded customer satisfaction by finding creative solutions to problems.
Tele Sales Agent
Liveops
Remote
02.2014 - 02.2016
- Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems
- Educated customers about product or service offerings meeting individual needs
- Handled inbound telephone calls from interested customers
- Worked well with automatic computer dialing and proprietary software to manage daily call loads
- Set up new accounts and listed personal, demographic and payment information in system
- Enhanced customer journey in alignment with service policies and standards, elevating satisfaction and referral rates
- Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures
- Broke down objections using friendly, persuasive strategies.50
Assistant Supervisor
BLC
Front Royal, Virginia
10.2011 - 11.2013
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Filed paperwork and submitted reports to upper management
- Provided ongoing training to address staff needs
- Established and enforced clear goals to keep employees working collaboratively
- Evaluated processes and employee strengths to realign workflows with changing business demands
- Directed team of 15 associates handling Fundraising calls
- Produced reports outlining information such as call duration and customer satisfaction levels
- Maintained strong call control and quickly worked through scripts to address problems
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
Bureau of Insurance
03.2011
Skills
- Regulatory Compliance Understanding
- Customer Account Review
- Verbal and Written Communication
- Financial Needs Assessment
- Policy Feature Explanations
- Upselling and Cross-Selling
- Health Insurance Sales
- Property and Casualty Insurance Sales
- Binder Coverage
- HIPAA Compliance
- CRM Software
- Critical Thinking
- Persuasive Negotiation
- Calm and Professional Under Pressure
- Call Center Operations
- Analytical Abilities
Timeline
Self Employed
Multiple Short-term Contracts
09.2022 - 11.2023
Insurance Specialist
Sutherland Healthcare Solutions
09.2020 - 02.2022
Commercial Insurance Agent
Skyline Insurance Agency
01.2017 - 10.2018
Tele Sales Agent
Liveops
02.2014 - 02.2016
Assistant Supervisor
BLC
10.2011 - 11.2013
Bureau of Insurance
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