Nellie Coats
Winston-Salem,NC
Summary
Dedicated leading facilitator driven to optimize processes with extensive experience and streamline operations for team efficiency collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator and motivator who identifies and leverages assets in teammates to reach organizational goals and deliver outstanding customer care.
Overview
32
32
years of professional experience
1
1
Certificate
Work History
Sr Assoc
LendSvcs-Ins Servicing NG, National General Lender Services
03.2021 - Current
- Modify policies at loan level by following established guidelines and utilizing internal tracking system to update information
- Resolve information gaps by contacting carriers and agencies to gather policy information and other missing data to update systems and records
- Communicate with lenders while researching within loan database to extract required information and provide comprehensive, timely responses to inquiries and requests
- Mentor new hires while adding refreshers to seasoned employee
- Take care of client exceptions fine to correct system and manual errors prior to client receiving
- Handle lender place insurance and timely refunds in accordance with mortgage laws .
- Assigned tasks, reviewed performance and devised improvement plans or corrections.
- Developed junior team members and cultivated collaborative culture.
- Produced documentation, status reports and presentations.
- Collaborated with stakeholders to gather requirements and develop scope.
- Supported exchange of feedback and communication between management and associates.
Owner/Operator
Glam & Glitz, LLC
01.2019 - Current
- Direct all organizational operations, policies, and objectives to maximize productivity and returns
- Analyze complex scenarios and use creative problem-solving to turn challenges into profitable opportunities
- Interview and appoint valuable suite renters
- Monitor cost-effectiveness of operations and personnel using quantitative data, offering feedback and making cuts where necessary
- Coordinate and approve budgets for product development, marketing, overhead, and growth.
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Devised processes to boost long-term business success and increase profit levels.
- Trained and developed team members to build human capital.
- Cultivated forward-thinking, inclusive and performance-oriented business culture to lead industry in innovation and push progress.
Independent Insurance Broker
Self Employed Insurance Group
02.2015 - Current
- Assessed risk tolerance and provide sound financial, insurance and wealth-management services to protect client assets and grow the net worth of their respective portfolios
- Leverage consultative-sales strengths to identify opportunities, nurture relationships and close deals
- Remain current on the latest trends in the industry, with comprehensive knowledge of financial and insurance products, services and best practices
- Educating small business owners on the insurance regulations and state statues of NC
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
WFH Business Generalist
ESA, Amazon.com
06.2016 - 02.2022
- Helped mentor New hires and fellow team mate
- Provide accurate and appropriate information to answer questions, troubleshoot issues, and resolve complains empathetically and professionally
- Referred unresolved customer grievances to designated departments for further investigation
- Maintained a customer satisfaction rating of 90 % or better
- Converted from seasonal to permanent employee October of 2016
- Trained in the following Departments/Roles:
- Message US, Amazon Fresh, Amazon Business Generalist, Amazon Retail, Amazon Large Items , SME ( Subject Matter Expert) and ESA( Expert Servicing Advisor).
- Trained and mentored new sales representatives.
- Determined problem areas and resolved issues related to profitability and business objective achievement.
- Created and executed reorganization plan, training and development programs and implemented process improvements.
- Planned annual customer outreach events to strengthen brand initiatives and maximize outreach.
- Enhanced territory operations through successful cold-calling of area business leaders and establishing favorable contracts.
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
- Enhanced marketing and sales strategies to increase profitability and develop organizational pipeline.
Co-Owner/President of Marketing and Development
Glam N Glitz Fashion Boutique/Glam Beauty Bar
06.2012 - 01.2019
- Perform store business operations including but not limited to: managing profit and loss, facility management, safety and security and banking and reassuring bank deposits are accurate
- Product management to include ordering (custom and according to trends), receiving, price changes and handling damaged products and returns
- Individual customer analysis to fit for client's events and special occasions Event planning to include: fashions shows, marketing events, fundraising for other small business in the High Point area
- Implemented marketing strategies which resulted in 12% growth of customer base.
Insurance Agent /SME Facilitator
State Farm Mutual Automobile Insurance Company
04.2009 - 04.2015
- Consistently maintains strong client relationships while probing for additional insurance product needs to foster account retention
- Retention, growth, productivity, and basic management
- Account Management for a book of business with over 10, 000 automobile and Fire policies
- Responsible for educating clients and prospects on life insurance through life/needs analysis
- Managing team and everyday Business operations
- Extensively trained new and existing employees on NCDOT and insurer regulations
- Administered performance reviews to evaluate each participant's progress.
- Maintained high standards of customer service by building relationships with clients.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
Education
Bachelor of Business Administration - Finance and Financial Management Services
University of North Carolina
Bachelor's degree - Psychology
Johnson & Wales University
Charlotte, NC03.2021
Skills
- Customer Support
- Financial Management
- Event Planning
- Microsoft Office (10 years)
- Business Development (7 years)
- Computer Literacy (10 years)
- Cash Handling (10 years)
- Financial Services (7 years)
- Interviewing (7 years)
- Leadership Experience (10 years)
- Microsoft Word (10 years)
- Microsoft Powerpoint (10 years)
- Microsoft Outlook (10 years)
- Negotiation (10 years)
- Network (7 years)
- Organizational Skills (10 years)
- Office Experience (10 years)
- Outside Sales (10 years)
- Quality Assurance (5 years)
- Recruiting (10 years)
- Sales Experience (10 years)
- Supervising Experience
- Time Management
- Upselling (10 years)
- Research
- Analysis skills
- CRM software
- Project management
- Branding
- Profit & loss
- Financial analysis
- Microsoft Excel (10 years)
- Leadership (10 years)
- Digital marketing
- Customer relationship management
- Data analysis skills
- Employee orientation
- SharePoint
- Microsoft Access
- PeopleSoft
- Human resources
- Documentation review
- Banking
- Business Analysis
- Conflict Management
- Root cause analysis
- Process improvement
- Risk management
- Contracts
- Calendar management
- Presentation skills
- Project management software
- Performance marketing
- Affiliate marketing
- Analytics
- Account Management
- Team leadership
- Conflict resolution
- Strong verbal communication
- Self-motivated
- Powerful negotiator
- Team liaison
- Process implementation
- Intuitive people management skills
- Taught Social Media Marketing lessons to 25 participants
- Charismatic public speaker , Hosted event with over 450 guest
- Skilled trainer
- Managing classroom for diverse populations
- Exceptional telephone etiquette
- Creative imagination stimulation
- Adherence to high customer service standards
- Professional Verbal and written communication
- Best Practices and Methodologies
- Corporate Partnerships
- Corrective Actions
- Collaborative Environments
- Training Methodologies
- Personnel Counseling
- Motivational Techniques
- Employee Performance Reviews
- Business Correspondence
- Operational Efficiency
- Microsoft PowerPoint
Accomplishments
- Supervised team of 25-30 staff members.
- Winston under 40 leadership award recipient-2015
- Winston Under 40 leadership nominee-September 2016
Certification
Insurance License North Carolina :
- Property & Casualty
- Health
- Life
- Medicare Supplement
- Accredited Advisor of Insurance
- Chartered Life Underwriter
Affiliations
- Jaycees
- Winston Salem Chamber Of Commerce-Present
- Greensboro Chamber of Commerce-Present
- Winston Salem Forsyth Count Schools At Risk Senior Academy Mentor-August 2013 to Present
- Work Family Resource center ( Non Profit Board member)-Present
- Forsyth Education Partnership ( Non Profit Board member)-Present
- Forsyth Tech Small Business Center Ambassador/Linkedin-Present
- Alpha Kappa Alpha Incorporated
- BNI - Chapter President
Timeline
Sr Assoc
LendSvcs-Ins Servicing NG, National General Lender Services
03.2021 - Current
Owner/Operator
Glam & Glitz, LLC
01.2019 - Current
WFH Business Generalist
ESA, Amazon.com
06.2016 - 02.2022
Independent Insurance Broker
Self Employed Insurance Group
02.2015 - Current
Co-Owner/President of Marketing and Development
Glam N Glitz Fashion Boutique/Glam Beauty Bar
06.2012 - 01.2019
Insurance Agent /SME Facilitator
State Farm Mutual Automobile Insurance Company
04.2009 - 04.2015
Bachelor of Business Administration - Finance and Financial Management Services
University of North Carolina
Bachelor's degree - Psychology
Johnson & Wales University
Insurance License North Carolina :
- Property & Casualty
- Health
- Life
- Medicare Supplement
- Accredited Advisor of Insurance
- Chartered Life Underwriter
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