Summary
Overview
Work History
Education
Skills
Timeline
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Monique Wallace

Lewisville

Summary

Dynamic professional with extensive experience at AAA, excelling in customer service and sales. Proven ability to manage high-volume communications and enhance member retention through tailored solutions. Skilled in automated equipment operation and adept at addressing client needs, consistently achieving sales targets while fostering strong relationships.

Overview

23
23
years of professional experience

Work History

Mail Clerk

USPS
Carrollton
08.2022 - Current
  • Sorted incoming and outgoing mail using automated equipment
  • Delivered customer service at the public window for non-financial transactions
  • Verified correct postage and packaging for mailing
  • Assisted customers with mailing options, including stamps and prepaid envelopes
  • Handled address changes, theft/loss claims, and inspected for contraband
  • Lifted and unloaded pallets up to 150 lbs
  • And processed registered mail

Insurance Agent – Auto & Home

AAA
Lewisville
06.2019 - 04.2022
  • Advised clients on tailored auto and homeowners insurance based on risk factors and coverage needs
  • Quoted, sold, and serviced personal lines policies (liability, collision, property)
  • Educated clients on policy terms, deductibles, exclusions, and coverage limits
  • Promote bundling policies to improve coverage and reduce costs
  • Processed policy changes, renewals, and endorsements with accuracy
  • Assisted clients throughout the claims process and coordinated with adjusters
  • Stayed informed on state regulations and carrier underwriting guidelines
  • Grew client base through referrals, community engagement, and cross-selling
  • Used agency system to manage leads, policy data, and follow-up activity
  • Consistently met or exceeded sales targets while ensuring client satisfaction

Retention Specialist

AAA
Coppell
11.2016 - 06.2019
  • Make sales calls to existing and new members for business growth
  • Perform member negotiations and reach a fair conclusion from both business and member perspectives, while building positive working relationships for repeat business
  • Provide elevated member services via telephone, email and other communication methods
  • Explain new products and benefits to members
  • Process new and renewals memberships from all sources, ensuring effective and timely membership fulfillment
  • Analyze member feedback and develop new techniques to ensure member retention
  • Work with Sales Manager in implementing sales promotion activities
  • Tracked expiring accounts and proactively contacted for renewals

Emergency Road Service (ERS) Representative

AAA
Coppell
05.2016 - 11.2016
  • Managed high-volume in-bound calls from members requiring emergency roadside assistance (e.g., towing, battery, lockout, fuel delivery, tire change)
  • Assessed member needs and dispatched appropriate service providers quickly and accurately
  • Monitored service provider performance and followed up to ensure timely resolution
  • Entered detailed service requests into the dispatch system while ensuring accuracy and speed
  • Maintained calm, professional communication with upset or distressed members

Accounts Receivable Representative

Falcon Transportation
Chicago
08.2002 - 01.2014
  • Served as liaison between customers, dispatchers, and management
  • Managed collections on high-risk accounts and resolved discrepancies
  • Processed over $400,000 weekly in corporate payments
  • Prepared daily billing and financial statements for CPS clients
  • Maintained communication with 100+ clients daily

Education

Licensed TX P&C Agent -

09.2019

Business Administration Coursework -

South Suburban College
South Holland, IL
06.2000

High School Diploma -

Hillcrest High School
Country Club Hills, IL
06.1998

Skills

  • Effective Time Management
  • Strong interpersonal and communication skills
  • Goal-oriented and self-motivated
  • Upselling and cross-selling
  • Leadership and team development
  • Problem Solving

Timeline

Mail Clerk

USPS
08.2022 - Current

Insurance Agent – Auto & Home

AAA
06.2019 - 04.2022

Retention Specialist

AAA
11.2016 - 06.2019

Emergency Road Service (ERS) Representative

AAA
05.2016 - 11.2016

Accounts Receivable Representative

Falcon Transportation
08.2002 - 01.2014

Licensed TX P&C Agent -

Business Administration Coursework -

South Suburban College

High School Diploma -

Hillcrest High School

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Monique Wallace