Michelle McGrew
Lori Smul
Rome,Ohio
31
years of professional experience
Attentive Customer Service Representative with over 6 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility. Motivated customer service specialist with over 10years retail experience in a fast-paced, team-based environment. Sales professional adept at tracking and following up on hot leads, managing accounts and building long-term relationships with customers. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Friendly and enthusiastic who consistently meets customer service & sales satisfaction goals. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.
Work History
Insurance Producer
2 Years 5 Months- Developed comprehensive insurance plans tailored to client needs.
- Provided expert guidance on risk assessment and coverage options.
- Cultivated strong relationships with clients, enhancing retention rates.
- Analyzed market trends to identify new business opportunities.
- Led training sessions for new producers, promoting best practices in sales techniques.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
- Adhered to all regulations for insurance sales.
- Worked in high-volume, competitive sales environment.
- Conducted regular follow-ups with existing clients to review coverage needs and suggest appropriate adjustments.
Agency Producer
4 Months- Uncovered and qualified prospects and sales opportunities in targeted markets using external resources.
- Examined marketing material with the consumer perspective in mind to increase sales and expand key client base.
- Closed an average of 100 sales calls each day.
- Prioritized daily workflow, including all inbound calls, quotes and sales-related inquiries.
- Documented all customer inquiries and comments thoroughly and quickly.
- Responded to all customer inquiries thoroughly and professionally.
- Referred unresolved customer grievances to designated departments for further investigation.
- Answered customer questions about product availability and policy options when closing sales.
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
Sales
11 Months- Calculated premiums and established payment methods for sales.
- Identified and solicited sales prospects in agency databases.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
- Finalized sales and collected necessary deposits.
- Contributed ideas and offered constructive feedback at weekly sales and training meetings.
- Analyzed sales volume, retention and loss ratio trends to identify areas for improvement.
- Closed an average of 5 new sales per week.
Claims Compliance
2 Years 2 Months- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Substantiated legitimate claims and denied unjustified claims.
- Collaborated with the claims department and industry anti-fraud organizations to resolve claims.
- Evaluated all evidence with the ultimate goal of creating positive outcomes for client's claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Documented patient information obtained from interviews.
- Improved ED administration by compiling and analyzing data and identifying areas of improvement.
- Responsible for primary care, case management, and medication management.
- Assessed patients and documented their medical histories.
Customer Service
4 Years 1 Month- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Defused volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Met or exceeded service and quality standards every review period.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Acted professionally and patiently when addressing negative customer feedback.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Answered a constant flow of customer calls with up to 15calls in queue per minute.
Patient Admissions
4 Years- Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.
- Located, checked in and pulled medical records for appointments and incomplete patient charts.
- Scheduled appointments, registered patients.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Thoroughly researched newly identified diagnoses and/or medical procedures to expand skills and knowledge.
- Professionally and courteously verified appointment times with patients.
- Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms).
- Maintained updated knowledge of coding requirements, through continuing education and certification renewal.
- Adeptly managed a multi-line phone system and pleasantly greeted all patients.
- Verified patients' eligibility and claims status with insurance agencies.
- Entered orders into the EMR system efficiently and without errors.
- Prepared patient charts accurately and neatly for the clinic.
- Diligently filed and followed up on third party claims.
- Prepared patient charts, pre-admissions and consent forms as necessary.
Training Store Manager
8 Years- Increased profits through effective sales training and troubleshooting profit loss areas.
- Assigned employees to specific duties to best meet the needs of the store.
- Scheduled and led weekly store meetings for all employees.
- Reported to the district manager regarding all store and staff issues.
- Conducted store inventories once per quarter.
- Managed staff of 12sales associates, 15team leaders and 20 assistant managers.
- Reported to the district manager regarding all store and staff issues.
Education
High School Diploma
Administrative Assistant
- Coursework in Business Administration and Management
- Coursework in Business, Finance and Accounting
- Coursework includes Speech and Communication
Skills
Excellent customer service skills
Detail-oriented
Goal-oriented
Strategic thinker
Customer-oriented
Property insurance
Home and recreational insurance sales
Life and health insurance products
Insurance policy coverage knowledge
Accomplishments
- Seasoned Licensed Insurance bringing strong background in property and automobile insurance. Sales and marketing expertise.
- Licensed insurance professional with extensive experience in sales, prospecting and lead generation. Seeks a position offering new challenges and opportunities for career growth and advancement.
- Licensed Insurance knowledgeable about emerging coverage competency, exclusions and endorsed enhancements.
- Personable Insurance motivated to build customer base by following up on all warm and cold leads. Possesses exceptional team building and communication skills.
- Driven and customer service professional seeks employment with a growing insurance agency. Decisive negotiator and salesperson.
Additional Information
- Sales professional adept at tracking and following up on hot leads, managing accounts and building long-term relationships with customers.
- Customer service and sales professional successful at improving customer retention rates and growing revenue. Organized, motivated and hardworking.
- Accountable Agency Producer demonstrating a high level of ownership and initiative. Quick and effective at decision making and maintaining excellent customer service throughout the sales process.
- Sales & Customer Servicewith background in the Insuranceindustry looking for a position in a high-growth company with ambitious sales goals.
Timeline
Insurance Producer
Lori Smul
03.2024 - CurrentRead More
Agency Producer
Farmers
12.2016 - 04.2017Read More
Sales
State Farm Garret Estes
11.2015 - 10.2016Read More
Claims Compliance
Progressive
01.2010 - 03.2012Read More
Customer Service
Progressive
02.2008 - 03.2012Read More
Patient Admissions
Geauga Hospital
01.2004 - 01.2008Read More
Training Store Manager
Sally Beauty Supply
01.1996 - 01.2004Read More
Ashtabula JVS
Administrative Assistant
Read More
Ledgemont
High School Diploma
Read More