Summary
Overview
Work History
Education
Skills
References
Timeline
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Nancy Hayden

Sioux Falls,SD

Summary

Customer Service Sales Professional with excellent interpersonal, communication skills. Trained in team building, coaching, project and time management with proven multitasking abilities. Meets tight deadlines and performs well under pressure. Personable and customer-service focused, with positive attitude and willingness to learn and be challenged. Flexibility to respond to different work situations.

Overview

8
8
years of professional experience

Work History

Customer Retention Consultant

Sammons Financial Group
Sioux Falls, SD
02.2023 - Current
  • Licensed Life Insurance Agent, Licensed in 49 States. Conduct proactive and reactive sales presentations by telephone, mail and email to policyholders highlighting Sammons Financial Group solutions and value propositions, including recommendation and development of product solutions based on data obtained from policyholders.
  • Conduct competitive research activities regarding the current products and features offered by other carriers in the industry. Maintain a strong knowledge base of competitor products and product features.
  • Conduct competitive research activities regarding the current products and features offered by other carriers in the industry. Maintain a strong knowledge base of competitor products and product features.
  • Personally perform the following duties of a Licensed Agent for policy owners who no longer have an agent:
    - Assist policy owners with determining any needed changes for their policy
    - Provide policy owners with advice regarding their current product
    - Review and approve internal replacements in accordance with established Internal Replacement guidelines
    - Answer service and product portfolio related questions

Customer Retention Associate

Sammons Financial
Sioux Falls, SD
10.2021 - 02.2023
  • Assist in retaining existing life business by collecting documents necessary for clients, and provide them with the information needed to process their request and make an informed decision.
  • Maintain a positive and open relationship with team, salesforce and home office staff.
  • Participate in the problem solving sessions, development and implementation of processes and procedures that will enhance and improve retention and systems.
  • Entered leads and new applications, pull data reports and submitted changes to assist in retaining customers and increasing business.

Customer Contact Representative

Sammons Financial
Sioux Falls, SD
03.2020 - 10.2021
  • Respond to frontline inbound calls and correspondence regarding but not limited to; policy information, coverage information, guideline and regulations
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
  • Maintain multiple job functions such as incoming calls, e-mails, notating files and faxing.

Customer Care Assistant Manager

Billion Automotive
Sioux Falls, SD
10.2016 - 03.2020
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Lead and coach team members to better average handle time and post call processing
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Responded to inquiries from potential customers via email and telephone.
  • Educated customers about sales processes, warranty requirements and service standards.

Education

Bachelor of Science - Economics, Accounting and French

South Dakota State University

Skills

  • Licensed Life Insurance Agent Licensed in 49 states
  • 8 yrs Telephony Contact Center Sales Experience
  • Experience leading others with product/services training: demo and sales guides, learning and training materials
  • 8 Years of experience with Salesforce CRM
  • 2024 Sammons Financial Group Rise Leadership Participate
  • Effective leadership, presentations, coaching and Communication skills
  • Fast learner not afraid to ask questions
  • Excellent at organizing and prioritizing work
  • Well versed in project implementation
  • Upbeat and Positive Personality
  • Strong Analytical and Problem Solving Skills

References

REFERENCES UPON REQUEST

Timeline

Customer Retention Consultant

Sammons Financial Group
02.2023 - Current

Customer Retention Associate

Sammons Financial
10.2021 - 02.2023

Customer Contact Representative

Sammons Financial
03.2020 - 10.2021

Customer Care Assistant Manager

Billion Automotive
10.2016 - 03.2020

Bachelor of Science - Economics, Accounting and French

South Dakota State University

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Nancy Hayden