RICKIE J. MICKLE

Small and Medium commercial team lead responsible for keeping respectful up to date marketing representative relationships. Training of new Technical Assistance staff, and commercial staff on policies, procedures, and product development. New hire set up including time cards and I9 management. Manages successful book of business, by processing all customer needs from new account set up, to renewal business. Review team book of business to ensure even split for teammates. Monthly renewal meeting with commercial staff to review product placement, premium, commission, and account rounding. Yearly and Quarterly staff review to ensure timely C.E. compliance, product knowledge, and goals for revenue and personal growth. Provide technical assistance for all agency management systems, including hardware set up. Monthly review of agency bill auditing, compliance auditing, and variance reports.

• Promote agency products to customers in person, by telephone and in writing
• Prepare necessary paperwork to process sales and renewals
• Research coverage and premium options and supply clients with the best coverage available
• Present and clearly explain insurance policies options to clients based on their needs and goals.

• Mentored staff to improve quality of customer interactions
• Deescalated customers by using proactive listening in order to get to the root of the issue for immediate resolution
• Recommended and helped customers select merchandise based on their needs
• Exchanged returned merchandise for customers quickly and efficiently
• Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

• Trained all sales staff on new products and computer systems
• Presented account proposals in a professional and timely manner
• Processed applications, payments, corrections, endorsements and cancellations
• Shared product knowledge with customers while making personal recommendations
• Promoted client retention through high-quality service and follow through.