Priscila Silva

• Cultivated long-lasting relationships with clients, leading to repeat business and numerous referrals from satisfied customers.
• Enhanced customer retention rates by regularly following up with existing clients and addressing concerns promptly.
• Utilized CRM software efficiently to manage leads, track interactions, and streamline workflow processes.

Key Contributions:

• Generated over $1M in new business premiums over the past three years by building trust-based relationships with clients and promoting business package deals.
• Consistently exceeded monthly and annual sales goals by 25–40%, resulting in recognition for outstanding sales performance, ranking among the top agents within the organization.
• Achieved a 90% client retention rate over three consecutive years through proactive communication and personalized policy reviews.

• Provided member experience by performing sales, customer service and retention activities.
• Assisted members with moderately complex quotes, policy, billing, rating, underwriting, payment, contract and coverage provisions, and premium changes for insurance products and services.
• Demonstrated strong organizational and time management skills while managing multiple projects.

Key Contributions:

• Achieved 100%-member satisfaction 30 times by building rapport and providing excellent member experience.
• Successfully helped 1000+ members by using tools and resources available to support members with minimal assistance.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Effectively operated in a contact center environment and navigate multiple systems/programs while maintaining an engaging customer interaction.
• Facilitated client understanding of available financing options for solar installations and assisted them in securing appropriate funding programs when applicable.
• Maintained up-to-date knowledge of industry trends, advancements in technology, and relevant government policies to provide informed recommendations to customers.

Key Contributions:

• Recognized as one of the best salespersons and consistently receive outstanding awards for meeting sales target.
• Achieved $500,000.00+ in sales and exceeded target goal by 20%.
• Successfully achieved 100% score in weekly reports of call gradings by providing excellent customer service.

• Utilized the tools and resources available to support member’s financial security through multiple contact channels (i.e., inbound phone calls, email, etc.)
• Ensured risks associated with financial activities were effectively identified, monitored, and controlled.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Key Contributions:

• Met statistical metrics regarding ticket and call quality (accuracy), first call resolution, schedule adherence, and call handle time; achieved 90% customer satisfaction.
• Collected approximately $200,000.00 in vehicle loans and HELOC payments.
• Promoted to escalations agent within less than a year.

• Promoted open communication within the team, encouraging feedback sharing and ongoing improvement initiatives from all members.
• Implemented effective conflict resolution techniques, fostering a positive workplace environment and reducing employee turnover.
• Managed staffing levels according to business needs, optimizing resources while maintaining high-quality customer support services at all times.

Key Contributions:

• Increased client base to 200+ in 60 months; expanded the team through hiring additional staff to support this demand.
• Developed three online advertising campaigns and obtained 25 new customers.
• Boosted company’s level of customer service by training and leading teams, which resulted in $1,000.00 in monthly revenue increase to meet business needs.