Robert "Bobby" Carvell
Ephrata
Summary
Passionately building business relationships by solving customer service questions, with experience in pertinent technology and sales strategies.
Energetic and adaptable professional with talent for building client relationships and managing multiple tasks effectively. Understanding of account management principles, including CRM software proficiency and strong communication skills. Ready to achieve positive outcomes for clients and drive business growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Personal Lines Associate Account Manager
World Insurance Associates
08.2021 - Current
- Assist insurance producers in servicing client needs
- Support Account Manager(s) in effectively managing a high volume of work, ensuring all required tasks are completed accurately and on time
- Input all new business, as well as making changes to existing policies in Epic (adding/replacing cars, mortgagee change, coverage changes, etc.)
- Review all applications, policies, endorsements and audits for accuracy
- Resolved complex client issues by working closely with various departments within the company, fostering cross-functional collaboration.
- Facilitated smooth transitions during employee turnover periods by maintaining thorough documentation of account histories.
- Coordinated with finance teams to ensure accurate billing processes for all managed accounts, reducing errors and improving cash flow.
- Streamlined internal processes by implementing effective account management strategies, improving overall efficiency and productivity.
Control Room Clerk
Holiday Inn Club Vacations
10.2016 - 08.2021
- Responsible for the timekeeping functions via KRONOS
- Assist marketing representatives in manifesting tours; resolve guest issues where appropriate
- Prepared reports for management to facilitate decision-making.
- Supported customer inquiries by providing information and resolving issues promptly.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
Reservation Agent
Legacy Business Solutions
06.2016 - 07.2016
- Utilized successful selling techniques and strategies to maximize budgeted room occupancy and ancillary revenue goals
- Analyzed data and entered reservations via the NAVIS property management system; determined availability and rates
- Assisted customers in modifying existing bookings or making new reservations.
- Handled customer inquiries regarding reservations and travel arrangements.
Customer Service Representative
Startek, Inc.
12.2015 - 06.2016
- Trained and coached new customer service representatives
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Direct Banking Sales Specialist
Fulton Financial Corporation
01.2007 - 12.2013
- Met and exceeded sales goals for banking products such as loans, deposit accounts and credit cards
- Maintained and improved customer relationships during loan processing, closing, and post-closing procedures
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
Education
Bachelor of Science Degree - Hospitality Management
East Stroudsburg University of Pennsylvania
East Stroudsburg, PA01.1997
Skills
- Customer service
- Sales strategies
- Data-driven decision making
- Brand awareness
- Business growth and retention
- Performance tracking
- Business software proficiency
- Teamwork and collaboration
- Verbal and written communication
Certification
Formerly licensed with South Carolina (Accident & Health Insurance)
Timeline
Personal Lines Associate Account Manager
World Insurance Associates
08.2021 - Current
Control Room Clerk
Holiday Inn Club Vacations
10.2016 - 08.2021
Reservation Agent
Legacy Business Solutions
06.2016 - 07.2016
Customer Service Representative
Startek, Inc.
12.2015 - 06.2016
Direct Banking Sales Specialist
Fulton Financial Corporation
01.2007 - 12.2013
Bachelor of Science Degree - Hospitality Management
East Stroudsburg University of Pennsylvania
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