Summary
Overview
Work History
Education
Skills
Websites
Previous Work History
Timeline
Generic

Michelle Febo

Dallas,TX

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. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

12
12
years of professional experience

Work History

Insurance Agent

AAA Auto Club Group
Coppell, TX
04.2021 - Current
  • Analyzed customer needs and provided best options, upselling products and services.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Responded to customer inquiries and problems to promote great service.
  • Provided customers with information regarding plan features, pricing, and availability.
  • Developed relationships with new clients through cold calling and referrals from existing customers.
  • Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
  • Explained complex technical terms related to insurance plans in simple language for easy understanding.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.

Asset Management & Data Center Logistics Operator

Randstad Technologies (Randstad Technologies Managed Services)
Carrollton, TX
02.2020 - 04.2021
  • Effectively working within the Global Technology Infrastructure and JP Morgan Chase, handling media and IT asset management as well as managing Data Center services, processing daily production to client expectations within SLAs
  • Receiving, shipping, and assigning asset tags to all IT equipment arriving at the Data Center, verifying equipment with attached invoice and resolving discrepancies, in addition to updating Logistics log daily with tracking information
  • Performing daily reconciliation on delivered/shipped equipment, spare parts, RMA's, patch cables, and other items as they occur, while also participating in routine inventory processes and auditing of media and assets
  • Maintaining overall integrity and condition of inventory located in the storage room, utilizing media management tool to ensure 100% physical to logical tracking, as well as managing all related backup systems
  • Helping to ensure all audit and regulatory controls are maintained in accordance with documented policies and procedures, including providing guidance and insight for training purposes to maintain consistent practices globally
  • Reporting damaged equipment and listing disposal items, generating all scratch reports and pulling related media, while managing tape and hard drive destructions at multiple locations
  • Performing efficient, secure, and timely transfers of technology between sites, ensuring management systems are updated in a timely manner, as well as working with the EM Operations group on courier moves.

Business Consultant

First Data
Dallas, TX
01.2018 - 02.2020
  • Matched customer needs and banking products and services for consumer and small business customers through face-to-face or over-the-phone conversations in order to serve customers while supporting the bank's objectives
  • Leveraged the customer conversation process and sales tools to deliver banking solutions as appropriate to customers and prospects, delivering new account openings, cross-selling, and referrals of all bank products
  • Uncovered sales and service opportunities using established sales processes while providing customers with proper financial advice to support their growth into high-value relationships, personally closing $300K in revenue within the last 6 months
  • Strengthened relationships through cross-selling or up-selling to maximize retention and income generation while ensuring all deposit, loan, and investment account documentation meets consumer and business regulations, laws, or policies
  • Handled required levels of outbound phone calls using generated prospect lead lists and prior customer conversations to build customer base and provided products and services to meet their needs, produced between 100-120% of quota MoM
  • Educated and advised existing or new customers on consumer and business products or services, including all loan and deposit types, referred them to internal expert teams when complex goals or needs are recognized or identified
  • Provided a consistent optimal customer experience, including handling customer's transactional needs as well as greeted customers and processing basic transactions to ensure customers bank when, where, and how they want.

Assistant Vice President/Business Consultant

Bank of America Merchant Services
Dallas, TX
01.2015 - 01.2017
  • Self-sourced outside referrals and leads, developing a strong pipeline for new revenue growth by identifying and soliciting new revenue growth opportunities while developing or maintaining relationships with existing accounts and banking centers or key bank partners, expanding the customer base by 120%
  • Leveraged available resources and technologies to optimize client experiences with operational excellence and accuracy including opening accounts, selling bank products, and educating clients on self-service banking options, exceeding company sales goals by 280%
  • Oversaw administrative duties including helping clients establish checking/savings accounts, entering data into banking software, providing deposit product services, and supporting teller line to reduce client wait times and enhance service
  • Advocated for clients and solving day-to-day client concerns, maintaining ownership for resolution of customer issues while cultivating strong partnerships with both clients and vendors, which significantly impacted and increased customer loyalty by an average of 95% YoY.

Account Executive

Chase Paymentech
Dallas, TX
01.2012 - 01.2015
  • Successfully promoted and sold merchant processing services to new and existing businesses by effectively evaluating customer needs and proposing solutions to all levels of decision-makers in small to mid-size businesses
  • Improved the customer experience through friendly follow-up calls that ensured after-sale customer satisfaction while creating and submitting reports on information on various referral channels within regulatory timeframes
  • Helped meet overall revenue growth goals by building and developing relationships with clients, discovering their financial needs, and offering them the best products, services, and solutions, referring opportunities to specialists when needed
  • Oversaw ownership of allocated accounts including expansion and retention to attain sales, referral, and service goals
  • Delivered ongoing relation servicing with existing clients to build long-term relationships, maintain goodwill, and expand business through cross-sells and referrals to create new business and extra services.

Education

Bachelor's Degree in Science - Criminal Justice

University of North Texas
01.2008

Associate Degree - Biology

North Lake College
01.2004

Skills

  • Client Account Management
  • Policy Writing
  • Outbound Calls & Lead Generation
  • Adapting to Changing Priorities & Procedures
  • Customer Advocacy & Issue Resolution
  • Banking Standards & Quality Assurance
  • Leadership & Collaboration Skills
  • Interpersonal & Rapport Building Skills
  • Data Analysis & Problem Solving
  • Escalated Complaint Resolution
  • Persuasion, Influencing & Negotiation Skills
  • Establishing Rapport & Managing Conflict
  • Web-Based, Phone & In-Person Customer Service
  • Bilingual in Spanish & English
  • Microsoft Office Suite: Word, Excel, Power Point Salesforce

Websites

Previous Work History

  • Senior Retail Sales Consultant, 2007, 2012, Verizon Wireless, Dallas, TX
  • Debt Consultant, 2007, 2008, Credit Solutions of America, Dallas, TX
  • Direct Marketing Direct Sales Associate, 2006, 2007, Cingular Wireless/The New AT&T, Plano, TX
  • Senior Retail Sales Representative, 2005, 2006, Sprint/Nextel, Lewisville, TX
  • Senior Retail Sales Representative, 2003, 2005, Verizon Communications, Irving, TX

Timeline

Insurance Agent

AAA Auto Club Group
04.2021 - Current

Asset Management & Data Center Logistics Operator

Randstad Technologies (Randstad Technologies Managed Services)
02.2020 - 04.2021

Business Consultant

First Data
01.2018 - 02.2020

Assistant Vice President/Business Consultant

Bank of America Merchant Services
01.2015 - 01.2017

Account Executive

Chase Paymentech
01.2012 - 01.2015

Bachelor's Degree in Science - Criminal Justice

University of North Texas

Associate Degree - Biology

North Lake College

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Michelle Febo