ROBERT RICHARDS

• Investigated insurance claims related to property damage remotely• Gathered information, reviewed policy coverage, and assessed the extent of damage• Determined liability and verified the validity of the claim• Collaborated with policyholders, witnesses, contractors, and other relevant parties remotely to collect necessary information• Utilized active listening skills to effectively handle and manage claims• Demonstrated analytical skills in evaluating and processing insurance claims• Interacted with customers to provide settlement options and resolve claims• Negotiated and resolved claims in accordance with regulatory requirements• Developed strong interpersonal skills to effectively communicate with various stakeholders

• Analyze and interpret insurance policies to determine coverage and liability
• Utilized remote technology to efficiently investigate insurance claims and gather necessary information
• Conduct thorough investigations and interviews to gather accurate and detailed information related to insurance claims remotely
• Conduct thorough investigations to verify the details and authenticity of insurance claims in order to prevent fraud and ensure compliance with regulations.
• Ensure compliance with state laws and regulations when processing claims remotely
• Collaborated with policyholders, witnesses, contractors, and other relevant parties remotely to collect necessary information
• Maintain accurate documentation of all claim files, including correspondence, investigation reports, and settlement records.

• Answered over 50+ calls per day on average in high volume fast paced contact center
• Provided exceptional customer service to Personal lines customers through a solution-based mind set
• Reviewed coverages and made policy changes to existing customer policies while identifying potential risk through front line underwriting
• Identified opportunities to round out customers policies.

• Increase relationship per household from 1.6 to 2.5 per household
• Maximize referral generating activities to increase retention and rounding opportunities
• Meet all sales metrics consistently with an above goal expectation of 10%
• Answer telephone calls from potential customers who have been solicited through advertisements
• Explain products or services and prices, and answer questions from customer
• Obtain customer information such as name, address, and payment method, and enter orders into computers
• Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.

• Established working relationships with external business partners to communicate product and service offerings and position the company for optimal market exposure
• Collaborated with a variety of business leaders and with other direct and indirect sales channels
• Increased relationship per household from 1.6 to 2.5 per household
• Maximized referral generating activities to increase retention and rounding opportunities.

• Enhanced employee training and on boarding managed a team of six sales agents that grew new written premium from 1.5 million to 3.1 million
• Reviewed team productivity through historical data analysis and current trend reports
• Managed team that retained 90% of new business writings in 2015-2017
• Developed front line underwriting training to reduce E&O exposure.

• Sourced for new business through a systematic marketing campaign that yielded 10-15 new business writings per month
• Provided client tailored insurance products for based on value not price
• Created a customer centric experience by conducting a needs assessment and gap analysis process for each client
• Formed account teams and coordinated team activities while minimizing sales and marketing costs and maximizing sales
• Actively updated account plans based on changing market, customer conditions, and competitive activity
• Met and exceeded Personal lines sales goals by 10% month over month
• Directed training plans and programs designed to introduce new products and procedures for clients at various organizational levels.

• Lead 63% of my Sales team to top tier performers in 2012; Implemented key initiatives to increase staff engagement from 3.6-4.0
• Implemented process improvement ideas to address sales productivity which yielded a 10% increase in productivity throughout sales department
• Retained customers through a needs assessment approach maintaining a retention rate of 86%
• Trained new retention specialist on de-escalation techniques and solution selling.