Nicole Bergman

• Boosted revenue through upselling and cross-selling opportunities during customer interactions.
• Streamlined internal processes for better efficiency in handling customer inquiries and complaints.
• Identified changing customer needs and adapted service strategies to meet them.
• Gathered feedback from departing customers to identify areas for improvement in products or services offered.
• Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
• Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
• Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
• Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
• Negotiated contract renewals, securing continued business partnerships with satisfied clients.
• Supported agents in improving service standards for optimized customer satisfaction.

• Managed client portfolios diligently, keeping records up-to-date and ensuring seamless policy renewals or adjustments as required.
• Collaborated with teammates to strategize joint sales efforts, enhancing overall team performance.
• Maintained a high level of product knowledge, resulting in successful sales pitches and closing deals.
• Expanded professional network by attending industry conferences, seminars, and workshops regularly.
• Exceeded monthly sales targets consistently by identifying potential clients and presenting tailored insurance solutions.
• Utilized analytical skills to identify gaps in existing policies, offering additional coverage options where needed.
• Handled complex cases adeptly, resolving issues efficiently while maintaining positive relationships with clients.
• Streamlined the sales process for efficiency by implementing CRM systems to track client interactions and follow-ups.
• Generated new leads through cold calling, networking events, and social media outreach.
• Assisted customers in filing claims promptly, ensuring a smooth experience during difficult times.
• Continuously updated knowledge on market trends to stay competitive and offer relevant advice to clients.
• Leveraged strong communication skills to clearly explain complex terms and conditions associated with each policy offering.
• Attended continuing education courses and workshops to gain additional insurance industry knowledge.
• Promoted products and services using upselling and other sales strategies.
• Exceeded corporate quotas for monthly policy sales.
• Utilized targeted email campaigns and cold calling to increase revenue.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Developed effective training materials to onboard new team members quickly, ensuring consistent service quality across the department.
• Successfully managed multiple projects simultaneously by prioritizing tasks, streamlining workflows, and delegating responsibilities to the appropriate team members.
• Bolstered sales performance by providing personalized product recommendations based on individual preferences.
• Handled high volume of engagements and fast pace of cloud computing market.
• Mentored junior team members in best practices for effective communication techniques that resulted in higher client satisfaction ratings.
• Exceeded monthly targets for response time and resolution rate consistently, maintaining high standards of support quality.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• Optimized benefits administration processes through implementing efficient technology solutions and continuously monitoring performance metrics.
• Ensured accurate recordkeeping by maintaining up-to-date employee benefits data in HRIS systems and creating regular reports for management review.
• Provided expert guidance to employees during life events impacting their benefits eligibility or coverage needs, ensuring seamless transitions.
• Enhanced employee satisfaction with benefits packages by streamlining enrollment processes and providing personalized support.
• Assisted in the development of educational materials for employee orientations, ensuring a comprehensive understanding of available benefit options.
• Collaborated with HR team to design and administer annual benefits open enrollment events, leading to a smooth process for all employees.
• Maintained compliance with legal regulations by staying informed on updates to federal, state, and local laws affecting employee benefits.
• Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.
• Assisted with design and implementation of various employee benefits programs.

§ Calculated manual rates for new case submissions on all prospects of 2-99 lives for products: Group Term Life, Accidental Death and Dismemberment, Short Term Disability, and Long-Term Disability

• Developed strong client relationships through consistent communication and attentive service.
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.

§ Recognized discrepancies in data/information, and proactively communicated them to appropriate parties to resolve any issues that may occur

§ Assisted with mentoring and training of other Rating Specialists

§ Subject Matter Expert on manual rating aspects of the position

§ Consistent track record with delivered timely and accurate calculations in an improved response time

§ Outreached to underwriting and sales teams for issue resolution and ease of doing business