Nicole Fields
Customer Relations Specialist
Peoria,AZ
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Caring and skilled Customer Advocate passionate about positively impacting programs and helping participants by providing expert support. Familiar with sensitive topics and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Survivor Advocate
USAA
Peoria , AZ
12.2021 - Current
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
- Spoke with senior citizen groups to expand community engagement and program outreach.
- Worked with clients to improve life choices and maximize benefits of programs.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Carried out day-to-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Developed team communications and information for meetings.
- Worked with customers to understand needs and provide excellent service.
- Maintained excellent attendance record, consistently arriving to work on time.
- Drove operational improvements which resulted in savings and improved profit margins.
- Coordinated referrals and direct support for Type clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team-building activities to enhance working relationships.
- Increased customer satisfaction by resolving issues.
- Worked flexible hours across night, weekend and holiday shifts.
Insurance Advisor
USAA
Peoria, AZ
11.2018 - Current
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Provided quotes and promoted products for building, contents and vehicle insurance.
- Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments.
- Sought out new clientele through face-to-face contact, telephone conversations and email correspondence.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Upsold additional products and services after identifying customer needs and requirements.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Obtained underwriting approval by completing application for coverage.
Insurance Sales Specialist
USAA
Peoria, AZ
02.2011 - Current
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Drove team revenue totals by bringing in top sales numbers.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Remained impartial in order to advise clients based on circumstances.
- Calculated premiums and established payment methods for sales.
- Met with customers to provide information about available products and policies.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Education
Bachelor Of Applied Science - Human Resources Development
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ 05.2020 - Current
Skills
Organization and Time Management
Written Communication
Interpersonal Communication
Self-Motivated
Multitasking Abilities
Analytical and Critical Thinking
Clerical Support
Training and Development
Good Telephone Etiquette
Google Workspace
Teambuilding
Dependable and Responsible
Problem-Solving
Data Entry
MS Office
Timeline
Survivor Advocate
USAA
12.2021 - Current
Bachelor Of Applied Science - Human Resources Development
Maricopa Community Colleges - Rio Salado Community College
05.2020 - Current
Insurance Advisor
USAA
11.2018 - Current
Insurance Sales Specialist
USAA
02.2011 - Current