Polina Sands
Estero,FL
Summary
Service-oriented professional with a strong background in insurance, luxury retail, hospitality, and private clubs. Skilled in crafting personalized client experiences in fast-paced settings, enhancing loyalty and satisfaction. Utilizes active listening and effective problem-solving to address client needs while promoting inclusivity in all interactions.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Leasing Consultant
The Riley
Estero, FL
06.2026 - Current
- Managed full leasing process, handling inbound inquiries, scheduling tours, conducting property showings, and following up with prospective residents to ensure a seamless leasing experience
- • Conduct in-person and virtual tours, present floor plans and amenities, and match prospects to available units based on budget, timeline, and preferences
- • Process applications, verify required documents, and coordinate with the team on approvals, deposits, and lease execution
- • Maintain the CRM and leasing pipeline with accurate notes, tour outcomes, and next steps so no lead goes cold. Draft professional resident and prospect emails, including tour confirmations, follow-ups, and office communications
- • Supported daily office operations by addressing package issues, resolving resident service requests, and coordinating with vendors to maintain service quality
- • Assisted with community marketing efforts by creating resident reminders, promoting events, and developing engaging social content for amenities
- • Build rapport with current and prospective residents while maintaining professional boundaries and consistent service standards
Member Concierge
Sanctuary Golf Club
Sanibel, Florida
10.2025 - 02.2026
- Welcomed 15-40 members and guests daily at the front desk/concierge station, greeting arrivals with warmth and professionalism while providing personalized assistance in line with The Sanctuary's member-first philosophy.
- Managed member check-ins, processed guest registrations, handled member charging/accounts, and coordinated access to club facilities (golf course, clubhouse, dining, fitness, tennis/pickleball, pools, and events) to ensure seamless entry and satisfaction.
- Coordinated tee times, dining, spa/wellness, event RSVPs, and transportation logistics using club management software to ensure personalized service that anticipates member needs.
- Responded to a wide range of member inquiries via phone, email, in-person, and walk-ups regarding club policies, schedules, course conditions, upcoming events, Sanibel Island activities (e.g., beaches, wildlife refuges, dining), and personalized recommendations to elevate the member experience.
- Assisted with event and tournament coordination by managing RSVPs, preparing welcome packets/giveaways, arranging special requests (e.g., custom setups, dietary needs, or VIP accommodations), and supporting on-site execution during peak social seasons.
- Promoted club amenities, membership perks, and upcoming events through suggestive service to enhance member engagement and retention.
- Collaborated with golf professionals, outside services, food & beverage, housekeeping, and management teams to resolve issues and fulfill special requests, ensuring exceptional hospitality in a luxury private club setting.
Customer Care Service Representative
Allstate Insurance
Cape Coral, FL
12.2024 - 10.2025
- Managed a high-volume inbound call queue, consistently handling 30-50 customer calls per day via phone (with additional support via email and chat), addressing inquiries on auto, home, renters, and other insurance policies while delivering prompt, accurate resolutions for billing, coverage, and policy-related matters.
- Actively listened to customer needs, utilized probing techniques to identify root issues, demonstrated empathy, and de-escalated challenging interactions, achieving positive outcomes and high customer satisfaction.
- Resolved billing inquiries, processed payments, explained premium adjustments or changes, and set up flexible payment plans to assist customers in maintaining coverage and managing accounts effectively.
- Processed policy endorsements, changes, and non-licensed transactions (e.g., address/vehicle updates, payment arrangements, coverage modifications) in compliance with Allstate guidelines and state regulations.
- Identified and appropriately referred complex or licensed matters (e.g., claims initiation, underwriting approvals) to specialized teams or agents while clearly communicating next steps to the customer.
- Collaborated with internal teams (claims, underwriting, billing, etc.) to investigate and resolve complex customer issues promptly.
- Upheld Allstate's commitment to exceptional service by maintaining professionalism, compassion, and efficiency throughout fast-paced, high-volume shifts in a customer-centric environment.
Sales Agent
Allstate Insurance
Cape Coral, FL
05.2024 - 11.2024
- Managed a high-volume sales pipeline, consistently handling 50-70 inbound and outbound customer interactions per day (via phone, live chat, SMS, and email), engaging warm leads and prospects to uncover insurance needs and drive policy sales.
- Utilized proven sales techniques to convert inquiries into bound policies, achieving or exceeding daily/weekly sales targets through effective objection handling, relationship building, and value demonstration.
- Conducted consultative needs-based reviews with prospects and existing customers, identifying coverage gaps, recommending tailored Allstate auto, home, renters, life, and bundled products, and presenting competitive quotes to close sales.
- Performed policy reviews and cross-selling/up-selling opportunities during customer interactions, educating clients on additional coverages (e.g., umbrella, life, or financial products) to enhance protection and increase premium volume.
- Built and managed personal sales pipeline through proactive outreach and community networking, converting leads and expanding book of business through consistent follow-up.
- Collaborated with agency owners, team members, and internal departments (e.g., underwriting or claims) to resolve complex quoting issues, gather required documentation, and facilitate smooth policy issuance.
- Delivered exceptional customer experiences by demonstrating empathy, professionalism, and product expertise in every interaction, contributing to high satisfaction ratings and referral generation in a fast-paced, commission-driven environment.
Commercial Insurance Representative
Five County Insurance
09.2023 - 05.2024
- Conducted comprehensive needs assessments with business owners and individuals, identifying coverage gaps and recommending tailored solutions across various carriers.
- Quoted new business and renewals, comparing rates and coverages to present competitive proposals that closed sales effectively.
- Managed daily pipeline of 20-40 customer interactions via phone, email, and in-person appointments for commercial and personal insurance needs in Fort Myers region.
- Executed cross-selling and up-selling strategies during client interactions, enhancing account value by educating clients on additional protections.
- Cultivated long-term client relationships through personalized service, proactive risk management advice, and timely follow-ups on quotes and claims.
- Generated leads through local networking, referrals, and chamber of commerce events, effectively targeting businesses in Fort Myers area.
- Processed applications and policy changes within agency management systems while ensuring compliance with state regulations and carrier guidelines.
- Collaborated with team members and underwriters to resolve complex quoting issues, ensuring efficient policy issuance.
Customer Service Representative
State Insurance USA
10.2020 - 09.2023
- Handled a high-volume inbound queue of 30-50 client interactions per day via phone, email, and in-person visits, addressing inquiries on auto, home, renters, business, and other insurance policies while delivering clear, accurate information and resolutions in a fast-paced Southwest Florida agency environment.
- Processed policy renewals, billing adjustments, and non-licensed transactions across multiple carriers, ensuring timely renewals and compliance with Florida regulations to enhance client retention.
- Actively listened to client concerns, employed probing questions to identify issues, demonstrated empathy, and resolved billing disputes, premium changes, or payment plan requests to support financial flexibility and client satisfaction.
- Explained premium calculations, renewal notices, and policy options to clients, educating them on carrier differences and recommending adjustments to align coverage with individual needs, fostering client loyalty.
- Referred complex matters requiring licensed agent input (e.g., new quotes, claims coordination, underwriting decisions) to appropriate team members or carriers while clearly communicating next steps and timelines to clients.
- Collaborated with internal agency teams and carrier underwriters to investigate and resolve complex client issues, ensuring timely and professional resolutions to enhance overall client satisfaction.
- Upheld State Insurance USA's commitment to exceptional, personalized service by maintaining professionalism, bilingual communication when applicable, and a client-first approach in a growing, independent agency focused on Southwest Florida communities.
Sales Associate
PEIRCING PAGODA
Estero, FL
11.2021 - 01.2023
- Engaged 50-100+ customers daily in a fast-paced mall retail environment (via in-person interactions, demonstrations, and consultations), greeting shoppers, building rapport, and driving sales of fashion earrings, rings, bracelets, charms, body jewelry, and piercing services.
- Performed professional ear piercing services (free with jewelry purchase) and select body piercings at qualified locations, following strict hygiene/safety protocols, educating customers on aftercare, and up-selling complementary jewelry or products.
- Conducted consultations to recommend personalized jewelry selections based on customer preferences and budgets.
- Achieved or exceeded daily/weekly sales goals through effective closing techniques, handling objections, processing transactions accurately (cash, credit, financing options), and utilizing POS systems for quick, seamless checkouts.
- Provided exceptional customer service by demonstrating product knowledge, offering styling advice, assisting with fittings/try-ons, and resolving inquiries or issues to ensure positive shopping experiences and repeat business.
- Promoted and sold add-on items like extended service agreements, piercing aftercare products, gift wrapping, and loyalty program enrollments, enhancing average transaction value and customer satisfaction.
- Delivered professional, inclusive service aligned with Banter's "Be More You" brand ethos, fostering high customer satisfaction and generating positive reviews and referrals in a commission-driven, high-energy environment.
Education
High school diploma -
Riverdale Highschool
Skills
- Core Customer Service & Interpersonal Skills
- Exceptional communication (verbal, written, listening, and phone etiquette) - Essential for handling inquiries, explaining complex info, building rapport, and de-escalating issues across all roles
- Empathy and active listening - Demonstrating compassion, understanding needs, and providing personalized support (key in insurance service/sales, retail jewelry consultations, and club member interactions)
- Relationship building and rapport - Fostering long-term connections with customers/members through trust, follow-ups, and personalized recommendations
- Problem-solving and de-escalation - Resolving issues efficiently, handling objections, and coordinating with teams for complex resolutions
- Sales & Persuasion Skills
- Consultative/Needs-based selling - Assessing needs, recommending tailored solutions/products (insurance policies, jewelry, golf merchandise, club amenities), and closing sales
- Technical & Operational Skills
- Proficiency with systems/software - Using CRM, POS, agency management systems, club reservation software, and proprietary platforms for transactions, documentation, and scheduling
- Multitasking and organization - Managing high-volume interactions (calls/quotes, customers, reservations), prioritizing tasks, and maintaining accurate records in fast-paced settings
- Product/industry knowledge - Deep understanding of offerings (insurance coverages, jewelry/piercing services, golf equipment/apparel, club amenities, local/Sanibel knowledge)
- Administrative & Coordination Skills
- Attention to detail and accuracy - Documenting interactions, updating records, verifying information, and complying with regulations/policies
- Coordination and collaboration - Working with internal teams/departments (eg, underwriting, claims, club staff) and external partners to fulfill requests
- Time management and adaptability - Handling variable shifts, peak periods (seasonal club traffic, mall retail rushes), and shifting priorities independently
- Additional Soft Skills & Attributes
- Self-motivation and initiative - Acting as a confident self-starter, especially in sales/prospecting or independent agency/club roles
- Hospitality & service orientation - Delivering premium, anticipatory experiences in luxury/private settings (club roles) or customer-centric retail/service
- Lease administration
- Leasing software
- CRM management
- Property showings
- Application review
- Customer relationship management
- Lead follow-up
- Event coordination
- Verbal communication
- Conflict resolution
- Administrative support
- Lead generation
- Application management
- Leasing and sales
- Customer service
- Lease writing
- Property amenities
- Clear communication
- Property management knowledge
- Fair housing compliance
- Community engagement
- Background checks
- Lease agreements
- Property tours
- Event planning
- Organized mindset
Certification
4-40 Insurance License, 09/01/20, 06/01/23, The Florida 4-40 Customer Representative License allows an individual to transact insurance in an office as a salaried employee of a General Lines Agent or agency., Property & Casualty License
Timeline
Leasing Consultant
The Riley
06.2026 - Current
Member Concierge
Sanctuary Golf Club
10.2025 - 02.2026
Customer Care Service Representative
Allstate Insurance
12.2024 - 10.2025
Sales Agent
Allstate Insurance
05.2024 - 11.2024
Commercial Insurance Representative
Five County Insurance
09.2023 - 05.2024
Sales Associate
PEIRCING PAGODA
11.2021 - 01.2023
Customer Service Representative
State Insurance USA
10.2020 - 09.2023
High school diploma -
Riverdale Highschool