Patty Glenn

Work History

Agency Customer Service Manager

Farmers Insurance Agency-Owner Daiju Yoshino

12.2024 - Current

Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Followed through with client requests to resolve problems.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Researched and corrected customer concerns to promote company loyalty.
Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Increased team productivity by providing ongoing training and support to customer service representatives.
Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Kept accurate records to document customer service actions and discussions.
Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Reduced customer complaints by proactively identifying and addressing common issues.
Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
Pioneered mentorship program to expedite onboarding process for new hires.
Improved service delivery consistency by monitoring and adjusting workflows.
Implemented comprehensive feedback system to enhance service quality.
Tailored training content to meet specific needs of customer service representatives.
Enhanced communication skills of team members with targeted workshops.
Fostered culture of continuous improvement, leading to consistently high service standards.
Oversaw creation of knowledge base to assist customers with self-service options.
Developed customer service manual to standardize procedures across all departments.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Established team priorities, maintained schedules and monitored performance.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Defined clear targets and objectives and communicated to other team members.
Assisted in organizing and overseeing assignments to drive operational excellence.
Identified and communicated customer needs to supply chain capacity and quality teams.
Set aggressive targets for employees to drive company success and strengthen motivation.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Launched quality assurance practices for each phase of development

Office Manager

Jack Dale - State Farm Insurance Agency

12.2023 - 12.2024

Maintaining a seamless workflow in daily agency operations
Oversaw the implementation of office policies and procedures to uphold compliance with insurance laws and regulations.
Led, trained, and supervised office staff by assigning tasks and evaluating performance while facilitating professional development.
Managed customer service operations to ensure client satisfaction by handling complex inquiries and resolving complaints
Collaborated effectively with adjusters and company to expedite claims processing, underwriting, and insurance policy issuance
Managed premium fund account, banking, and reconciliations to streamline financial management tasks.
Nurtured and upheld rapport with clients, vendors, lenders, and business partners to foster organizational growth
Evaluated operational data and reports to pinpoint patterns, anticipate requirements, and incorporated strategic enhancements to optimize office effectiveness and service performance
Developed customized insurance plans to meet the unique needs of high-net-worth accounts.
Implemented upselling strategies.
Increased understanding of intricate insurance concepts, resulting in heightened customer satisfaction
Employed understanding of underwriting procedures to recommend optimal products for client's unique requirements.
Optimized insurance plans for diverse clientele by maintaining risk assessment methods
Took on a crucial role in mediating customer conflicts
Increased efficiency of customer reimbursement by simplifying processes through collaboration with claims department
Implemented account annual reviews to ensure accurate policy coverage and assess client needs and goals.
Assisted in recruiting, onboarding and training new employees.
Maintained confidential records relating to personnel matters.
Supervised staff members, organized schedules and delegated tasks.
Planned and established team sales objectives.

Senior Account Manager

BJA Partners-Patriot, Partner Agency

05.2022 - 12.2023

Managed a portfolio of accounts, ensuring timely support, service quality, and compliance with privacy regulations
Collaborated across functions to meet customer needs, resulting in aligned product solutions and increased satisfaction
Utilized problem-solving skills to address and quickly resolve challenging customer issues, maintaining positive relationships
Generated comprehensive reports on account performance, customer feedback, and sales results for senior management
Streamlined account management processes by analyzing operational data, leading to improved efficiency and customer service standards
Negotiated contracts to optimize revenue, while keeping up-to-date with industry trends to inform strategic decisions
Maintained accurate client records in CRM, ensuring up-to-date information on transactions, interactions, and contract changes
Advised clients on product utilization best practices, enhancing their operational efficiency and relationship with the company.

Senior Account Executive

BJA Partners Insurance Agency Inc

08.2019 - 12.2023

Negotiated contracts ensuring mutually beneficial terms, enhancing customer loyalty and business growth
Merged market insights and customer trends to recommend tailored solutions, achieving increased satisfaction and loyalty
Accelerated response to market changes and customer needs, maintaining competitive edge
Conducted comprehensive product and competitive assessments to inform strategic pricing and positioning
Leveraged strong communication skills for clear presentation of complex information, fostering understanding and engagement
Managed multiple projects efficiently under tight deadlines, promoting cross-functional collaboration for high-quality outcomes
Arranged in-person meetings and client visits, strengthening relationships and boosting sales success
Generated progress reports against objectives, contributing to informed strategy adjustments.

Personal Lines Insurance Sales Agent

State Farm Insurance

08.1977 - 08.2019

Generated accurate quotes and proposals in alignment with clients' individual needs
Offered detailed insights into policy alternatives, pricing details, and scope of protection.
Cultivated connections with prospective clients to enhance revenue
Processed customer payments following established payment methods
Oversaw a range of administrative tasks, such as record maintenance and policy processing.
Demonstrated expertise in effectively managing and servicing high-value accounts
Generated new sales, retained members, and grew business by offering multiple products
Developed strong rapport with potential clients through effective communication skills resulting in successful deal closures
Provided prompt and efficient responses to customer inquiries regarding insurance matters
Aided customers in filing claims with precision and efficiency, adhering to prescribed company protocols.
Promptly responded to customer inquiries regarding product availability and pricing
Effectively communicated the features, advantages, and disadvantages of different policies to drive insurance plan sales.
Generated new business through cold calling, networking events, referrals, and other marketing initiatives.

Summary

Overview

Work History

Agency Customer Service Manager

Office Manager

Senior Account Manager

Senior Account Executive

Personal Lines Insurance Sales Agent

Education

High School Diploma -

Skills

Industryexpertise

Personal Information

Timeline

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