Miriam Lemus
Novato,CA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Office Manager/Insurance Producer
Rachelle Copp Insurance Agency
Galt, CA
03.2016 - Current
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Maintained high standards of customer service by building relationships with clients.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Utilized CRM software to manage client relationships.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Developed and implemented marketing strategies to boost sales and increase customer base.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Investigated and processed claims swiftly to keep customers satisfied.
- Conducted annual reviews of existing policies to update information.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Generated leads through cold-calling, networking and other outreach methods.
- Educated clients on insurance policies and procedures.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
Customer Service Representative/Insurance Producer
State Farm Insurance Agents
08.2012 - 02.2016
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Sought ways to improve processes and services provided.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Utilized CRM software to manage client relationships.
- Cross-sold insurance products to existing clients to reach sales targets.
- Analyzed customer needs to provide customized insurance solutions.
- Identified and solicited sales prospects in agency databases.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Researched and identified potential new markets.
Lead Teller
Wells Fargo Bank, N.A.
06.2006 - 07.2012
- Identified potential needs through observation, questioning, and listening.
- Answered inquiries regarding checking and savings accounts and other related products.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
- Assisted customers with banking needs and inquiries.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Trained new hires on customer service policies and procedures.
- Referred customers to other banking departments for specialized services.
- Maintained friendly and professional customer interactions.
Education
Bachelor of Arts - International Management
Dominican University of California, United States
San Rafael, CASkills
- Operations Management
- Policy Development
- Compliance Monitoring
- Customer Service
- Information Protection
- Business Administration
- Customer Relations
- Excellent Multi-Tasking Ability
- Policy Implementation
- Training and Coaching
Certification
- Licensed Health and Life
- Licensed Property and Casualty
Languages
Spanish
Native or Bilingual
Timeline
Office Manager/Insurance Producer
Rachelle Copp Insurance Agency
03.2016 - Current
Customer Service Representative/Insurance Producer
State Farm Insurance Agents
08.2012 - 02.2016
Lead Teller
Wells Fargo Bank, N.A.
06.2006 - 07.2012
Bachelor of Arts - International Management
Dominican University of California, United States
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