Monica Broadie
Gastonia,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience in insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Support Specialist
Branch Insurance
Charlotte, NC
02.2023 - Current
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Enhanced member relationships by providing excellent service during each interaction.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Researched insurance plans to find good options for clients' needs.
- Prepared proposals and conducted closing interviews to sell insurance products.
- Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
Licensed Insurance Agent
Allstate Insurance Co
Charlotte, NC
02.2019 - 02.2023
- Upsold products to policyholders and potential new clients.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Responded to customer inquiries and problems to promote great service.
- Analyzed customer needs and provided best options, upselling products and services.
- Researched insurance plans to find good options for clients' needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
- Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
Claims Specialist
Allstate Insurance Co
Charlotte, NC
07.2017 - 02.2019
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Communicated with other departments to establish action plans and manage open claims to closure.
- Documented specific claims by completing and recording forms, reports and logs.
- Investigated and analyzed requirements to improve timeliness of reports to customers.
- Collaborated with fellow team members to manage large volume of claims.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Organized information by using spreadsheets, databases or word processing applications.
- Coordinated and planned investigations of claims to confirm compensability and coverage.
Education
Associate of Applied Science - Marketing
The Art Institute of Charlotte
Charlotte, NCSkills
- Customer support
- Claims processing
- Policy analysis
- Client communication
Certification
- Licensed Insurance Agent - 2019
Timeline
Member Support Specialist
Branch Insurance
02.2023 - Current
Licensed Insurance Agent
Allstate Insurance Co
02.2019 - 02.2023
Claims Specialist
Allstate Insurance Co
07.2017 - 02.2019
Associate of Applied Science - Marketing
The Art Institute of Charlotte