Rebecca L Genovese

REMOTE SALES AGENT/CSR | 05/2024 - Current
Choice Insurance Group - St. Augustine, FL
• Maintains a $4M book of business while personally handling 95% of all inbound customer inquiries, demonstrating superior ownership of customer relationships.
• Delivers a 90–95% client retention rate by executing clear communication and timely policy management across multiple client segments.
• Navigates and documents client data accurately using QQ Catalyst CRM, ensuring regulatory compliance and data integrity.
• Collaborates cross-departmentally to support upselling and renewal initiatives that resulted in a 20% increase in repeat business.

• SALES AGENT/CSR | 02/2022 - 06/2024
  Acceptance Insurance - Columbus, IN
  • Managed a portfolio of over 700 active clients with 80% retention in a high-risk, non-standard insurance environment.
  • Executed customer engagement strategies that improved policy renewal conversion by 25% through focused consultative selling.
  • Used AMS 360 to document daily activity, audit policy data, and generate reports for underwriting decisions.
  • Led daily operations autonomously, increasing office productivity by 30% and minimizing escalated service issues.

• CUSTOMER SERVICE REPRESENTATIVE | 04/2021 - 02/2022
  Dicksons Gifts - Seymour, IN
  • Fielded up to 50 calls daily, resolving customer concerns while maintaining 98% customer satisfaction rating.
  • Managed inventory logs and order processing with high accuracy, reducing order discrepancies by 40%.
  • Promoted new sales opportunities by informing customers of current promotions and loyalty programs.
  • Collaborated with distributors to fulfill and track bulk orders, ensuring timely delivery and billing reconciliation.

• ENCAPSULATION OPERATOR | 10/2019 - 05/2020
  Particle Dynamics - Seymour, IN
  • Operated pharmaceutical manufacturing equipment following SOPs and GMP compliance, increasing production efficiency by 35%.
  • Prepared cleanroom materials and conducted batch prep for daily operations with zero safety violations reported.
  • Performed visual quality checks, ensuring 100% defect-free batches and accurate documentation in MBRs.
  • Supported inventory tracking of raw materials used for pharmaceutical compounding, reducing waste by 15%

• INSURANCE AGENT/CSR | 08/2017 - 09/2019
  Reedy Insurance - Seymour, IN
  • Handled 95% of client inquiries directly, reducing resolution time, and improving customer engagement metrics.
  • Used AMS and QQ systems to manage all client documentation, improving workflow accuracy by 20%.
  • Cross-trained across commercial and personal lines, boosting departmental flexibility and client coverage options.
  • Finalized policies and deposits efficiently, contributing to a 10% year-over-year policy sales increase.

• INSURANCE AGENT/CSR/FRONT OFFICE ADMINISTRATOR | 01/2012 - 07/2017
  Green Owens Insurance - Seymour, IN
  • Conducted annual client reviews, achieving a 30% increase in policy upgrades and service conversions.
  • Prospected leads via community outreach, boosting the client referral pipeline by 40%.
  • Maintained client records in the AMS system with 99% accuracy across six years of policy service.
  • Coordinated appointments, processed paperwork, and managed front office operations independently.