Monica Thomas
New Braunfels,TX
Summary
Accomplished Assistant Director of Personal Lines at Rollo Insurance Group, adept in strategic planning and staff development. Excelled in expanding client bases and enhancing customer retention through exceptional service and strong industry partnerships. Proven track record in staff management and project management, achieving significant improvements in team operations and client satisfaction.
Overview
13
13
years of professional experience
Work History
Assistant Director of Personal Lines
Rollo Insurance Group
01.2022 - Current
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Led professional development workshops on topics such as classroom management, differentiated instruction, and assessment strategies.
- Guided agents through life, health, property and casualty insurance licensing and renewal processes.
- Conferred with clients to obtain information regarding policy claims.
- Drove improvements in customer retention rates by proactively addressing policyholder needs throughout the policy lifecycle.
- Enhanced company reputation by delivering exceptional customer service and maintaining strong relationships with industry partners.
- Expanded client base through targeted prospecting, cold calling, and networking events.
- Cultivated partnerships with related businesses such as real estate agencies or car dealerships for mutually beneficial referrals.
- Structured internal role-playing exercises to improve agents' sales effectiveness, overcome client objections and enhance client renewal rates.
Insurance Agent
Texas Farm Bureau Insurance
02.2016 - 12.2021
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
- Met with customers to provide information about available products and policies.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
Customer Experience Manager
Stream Flo Industries
01.2012 - 02.2015
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Increased employee retention through effective training and mentorship programs.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
Education
Bachelor of Arts - Liberal Arts And Sciences
Texas State University
San Marcos, TX12-2021
Skills
- Staff Management
- Creative Direction
- Strategic Planning
- Data Analysis
- Staff Development
- Regulatory Compliance
- Team Operations
- Project Management
- Task Delegation
- Program coordination
- Meeting facilitation
- Report Generation
Timeline
Assistant Director of Personal Lines
Rollo Insurance Group
01.2022 - Current
Insurance Agent
Texas Farm Bureau Insurance
02.2016 - 12.2021
Customer Experience Manager
Stream Flo Industries
01.2012 - 02.2015
Bachelor of Arts - Liberal Arts And Sciences
Texas State University
Similar Profiles
Trevor VegaTrevor Vega
Account Manager at Rollo InsuranceAccount Manager at Rollo Insurance
JASON AKRIDGEJASON AKRIDGE
Security Officer at ROLLO SECURITYSecurity Officer at ROLLO SECURITY
Lisa HorganLisa Horgan
Personal Nanny at Joseph And Ann RolloPersonal Nanny at Joseph And Ann Rollo