Michelle Segura Crow
San Antonio,TX
Summary
Adept at leveraging extensive experience in insurance and military intelligence, I excel in customer engagement and critical thinking. At USAA, I surpassed sales quotas through effective negotiation and relationship building, while my time in the US Army honed my analytical skills, ensuring compliance and enhancing team performance.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Member Retention Specialist
USAA
San Antonio, TX
02.2016 - 02.2020
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Maintained current understanding of market conditions, compliance standards and best practices.
Senior Insurance Agent
USAA
San Antonio, TX
01.2000 - 02.2016
- Responded to customer calls swiftly to resolve issues and answer concerns.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients.
- Maintained accurate records of all transactions, ensuring compliance with company policies.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
- Mentored junior agents, sharing industry insights and best practices for success in the field.
- Investigated and processed claims swiftly.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Educated clients on insurance policies and procedures.
- Finalized sales and collected necessary deposits.
- Collected premiums on or before effective date of coverage.
- Designed presentations and marketing materials to promote insurance products.
Human Resources Specialist 42A
US Army
Little Rock, AR
08.2007 - 12.2009
- Reviewed and screened soldier’s deployment forms for disposition of remains.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable federal regulations.
- Managed benefits administration for soldiers, ensuring timely processing and accurate record keeping.
- Conducted routine HR audits to ensure data accuracy in personnel files, SGLI Life Insurance, payroll records, and benefit enrollments.
- Administered leave requests in accordance with federal guidelines, maintaining compliance with regulations while providing necessary accommodations.
- Fielded inquiries related to pension plan, vacation, sick leave.
- Briefed soldiers regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
- Developed disaster and recovery strategy to prepare for nuclear accidents and terrorist attacks.
Interrogator 35M
US Army
Fort Huachuca, Arizona
12.1996 - 12.2007
- Enhanced intelligence gathering by implementing advanced interrogation techniques and strategies.
- Utilized interpersonal skills to gain trust from detainees while maintaining professional boundaries necessary for effective interrogation.
- Participated in post-operation reviews to identify areas for improvement in future interrogations or related missions.
- Improved team performance through continuous training and mentorship of junior interrogators.
- Adapted questioning strategies as needed based on assessment of subject''s behavior, mental state, or level of cooperation.
- Leveraged cultural awareness to build rapport with detainees, enhancing cooperation during interrogations.
- Managed high-stress situations with professionalism, mitigating potential risks during sensitive interrogations.
- Collaborated with multi-disciplinary teams to optimize intelligence collection and analysis processes.
- Ensured compliance with legal guidelines and ethical standards throughout all phases of interrogation operations.
- Employed a variety of non-coercive questioning techniques to elicit valuable information from resistant subjects.
- Evaluated detainee responses for credibility, identifying inconsistencies or potential deception tactics.
- Used counterintelligence, human intelligence and signal intelligence techniques to thoroughly analyze data.
- Conducted threat assessment and analysis of foreign adversaries in support of military operations.
Education
Bachelor Of Arts - Organizational Development
University of The Incarnate Word
San Antonio, TXBachelor Of Science - Interdisciplinary Studies
Liberty University
Lynchburg, VA05.2015
Associate Of Applied Arts - Interdisciplinary Studies
Liberty University
Lynchburg, VA12.2013
High School Diploma - General Studies
Thomas Jefferson High School
San Antonio, TX05.1993
Skills
- Licensed Insurance Agent
- Professionalism and Ethics
- Policy Knowledge
- New Client Acquisition
- Regulatory Compliance
- Risk Mitigation
- Relationship Building
- Critical Thinking
- Property and Casualty Insurance
- Insurance Policy Sales
- Customer Complaint Resolution
- Customer Account Review
- Billing Procedures
- Call Center Customer Service
- Insurance Coverage Verification
- Insurance Claim Regulation
- Licensing Requirements
- HIPAA Compliance
- Underwriter Collaboration
- Quality Assurance Requirements
- Claims Information Gathering
- Loss Coverage Determination
Certification
Texas Property and Casualty License
Languages
Arabic
Professional Working
Spanish
Native or Bilingual
Timeline
Senior Member Retention Specialist
USAA
02.2016 - 02.2020
Human Resources Specialist 42A
US Army
08.2007 - 12.2009
Senior Insurance Agent
USAA
01.2000 - 02.2016
Interrogator 35M
US Army
12.1996 - 12.2007
Bachelor Of Arts - Organizational Development
University of The Incarnate Word
Bachelor Of Science - Interdisciplinary Studies
Liberty University
Associate Of Applied Arts - Interdisciplinary Studies
Liberty University
High School Diploma - General Studies
Thomas Jefferson High School