Rasheda Collins

• Process policy changes such as: driver, vehicle, coverage, and change of address while communicating with the policyholder.
• Assist policyholders with separating their policy due to a divorce or separation.
• Retaining policyholders by doing a full policy review and advising benefits of being a policyholder.
• Explained policy contracts and coverages. Extensive knowledge of insurance state laws and regulations in over 35 states.
• Answer billing questions and assist with payment arrangements.
• Manage team of 15+. Training and development for sales agents transitioning to a customer service agent. Online training modules, created quizzes, and surveys

• Processed policy changes such as driver, vehicle, coverage, and change of address.
• Reviewed policies for gaps in insurance coverage.
• Answered billing questions and assisted with payment arrangements.
• Explained policy contracts and coverage.
• Effectively multitask by assisting multiple customers via chat, online, and text.
• Persuaded policyholder to stay with company.

• Provided feedback on calls specifically related to quality, customer interactions, and efficiencies.
• Tracked and gave feedback on areas of opportunity.
• Analyzed calls to ensure that agents were compliant.
• Trained agents on company procedures.
• Managed and mentored a team of 6 agents by monitoring calls, giving feedback, answering questions, and providing encouragement and emotional support.

● Assisted customers with policy changes via phone calls.

● Offered insurance products.

● Persuaded customers to stay with the company.