Michelle Gavidia
San Antonio,TX
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sales Relationship Specialist Territory Manager
Nationwide Insurance
2022.05 - 2022.10
- Oversaw over 57 million in total DWP for Personal Lines
- Worked significantly with field agencies in 3 states to re-engage with Nationwide to increase production in DWP
- Responsible for 'grow or go' conversations and setting deadlines.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
Personal Lines Inside Sales Supervisor
Nationwide Insurance
2021.10 - 2022.05
- Responsible for the management of associates including performance management and salary planning
- Tracked attendance of sales representatives, resolved escalated customer complaints and effectively handled multiple projects in fast-paced atmosphere.
- Interview, hire, develop Nationwide employees.
- Oversaw team of 15 inside sales representatives and led staff to exceed sales goals.
Personal Lines Retention Supervisor
Nationwide Insurance
2020.08 - 2021.10
- Conduct daily huddles, weekly side by side live coaching, and monthly 1 on 1 sessions to coach to multiple metrics and associate development
- Act as a underwriting expert to improve profitability and retain business
- Assisted with onboarding of new Supervisors
- Demonstrate advance expertise in NW express and Policy Center
- Resolve Customer and independent agent escalations.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Evaluated current customer retention strategies and recommended improvements.
Supervisor III- Lead Specialist
Nationwide Insurance
2018.03 - 2020.08
- Hire, develop, and retain Nationwide and Contracted employees
- Monitor Lead volume and expired leads to determine staffing needs
- Perform weekly quality reviews to ensure all business unit and legal guidelines are adhered to
- Assisted in developing KA pages.
Personal Lines Quality Assurance Bilingual Analyst
Nationwide Insurance
2015.04 - 2018.03
- Prepare, coordinate and conduct quality evaluations and needs assessments to ensure quality standards and service requirements are met
- Conduct monthly one on one coaching sessions as well as side by sides with agents to improve multiple metrics
- Evaluate, recommend changes/improvements based on results and reporting.
Bilingual Personal Lines Sales Agent
Nationwide Ins.
2013.05 - 2015.04
- Assisted call-in customers with questions and orders.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Explained features and advantages of insurance products or services to promote sales.
- Kept detailed records of daily activities through online customer database.
Education
Bachelor of Human Resources -
University of the Incarnate Word
San Antonio, TX12.2018
Skills
- Project Management
- Sales proficiency
- Cultivating relationships
- Change advocate
- Performance Management
- Time organization
- Performance Appraisals
- Engagement
- Customer Relationship Management
- Social Perceptiveness
Certification
Personal Lines Coverage Specialist
Timeline
Sales Relationship Specialist Territory Manager
Nationwide Insurance
2022.05 - 2022.10
Personal Lines Inside Sales Supervisor
Nationwide Insurance
2021.10 - 2022.05
Personal Lines Retention Supervisor
Nationwide Insurance
2020.08 - 2021.10
Supervisor III- Lead Specialist
Nationwide Insurance
2018.03 - 2020.08
Personal Lines Quality Assurance Bilingual Analyst
Nationwide Insurance
2015.04 - 2018.03
Bilingual Personal Lines Sales Agent
Nationwide Ins.
2013.05 - 2015.04
Bachelor of Human Resources -
University of the Incarnate Word
Personal Lines Coverage Specialist
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