Robin Bonds
Nampa,Id
Summary
Dynamic, results-driven insurance professional with experience in developing new business and achieving revenue goals. Proven track record of providing innovative solutions to sales challenges and successfully meeting customer needs. Experienced in leveraging strong interpersonal skills to build relationships with clients and professionals to increase sales. Highly organized and detail-oriented with an aptitude for understanding complex insurance products and regulations. Highly motivated individual with experience in the insurance sector. Proven record of success in meeting sales targets, managing customer relations and providing exceptional customer service. Skilled in using technology to streamline operations and develop innovative strategies to increase sales. Looking to leverage extensive knowledge and experience to generate a positive impact in a new role.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Shelter Agent
Fetch Pet Insurance
06.2024 - Current
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Collected premiums on or before effective date of coverage.
- Evaluated competitors' products and services to gain competitive advantage.
- Met with customers to provide information about available products and policies.
- Calculated premiums and established payment methods for sales.
- Analyzed customer needs to provide customized insurance solutions.
- Worked closely with clients to facilitate appropriate coverage for their individual pet and needs
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Educated clients on insurance policies and procedures.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Insurance Agent
Pets Best insurance
12.2018 - Current
- Demonstrated excellent communication skills when discussing insurance policies with customers to ensure they were fully informed of their coverage options
- Used company software to analyze customer coverage needs, write quotes, and issue policies
- Built and maintained relationships with clients to support satisfaction.
Veterinary relations manager
Pets Best insurance
09.2016 - Current
- Established a positive working relationship with multiple veterinary clinic and hospitals in Texas, California and Idaho
- Presented pet insurance training both in house and via webinars
- Attended veterinary conferences to promote our business and generate clinic lead
- Scheduled travel, ordered materials, shipped booth materials and set up information to specific veterinary conferences
- Generated specific list of veterinary clinics and contacted in person or in house
- Set up web links and discounts for participating clinics and hospitals.
Senior Customer Care Manager
Pets Best insurance
04.2012 - Current
- Successfully led a team of customer service representatives to achieve customer satisfaction goals
- Partnered with external vendors on projects relating to system upgrades and migrations that impacted existing customers' accounts or services
- Maintained strong relationships with customers by responding promptly to inquiries, resolving issues quickly, and following up regularly
- Monitored call volumes during peak periods and adjusted staffing levels accordingly in order to maintain optimal service levels
- Ensured compliance with industry regulations related to privacy, data security, and other relevant laws governing the handling of personal information
- Created an online knowledge base featuring frequently asked questions which served as a useful self-help resource for customers seeking quick answers without having to contact the support team directly
- Developed innovative approaches for communicating product updates and changes as well as promotional offers via email campaigns
- Implemented comprehensive training plans for new employees that enabled them to develop expertise in providing exceptional customer support services
- Identified areas for improvement in customer care processes, resulting in increased efficiency and productivity
- Conducted regular performance reviews with direct reports to ensure quality standards were met or exceeded.
Customer Service Coach
T-Mobile
10.2004 - 03.2012
- Participated in regular meetings with senior management teams to discuss ways of improving engagement among staff members who provide support services directly to clients
- Conducted individualized coaching sessions with team members to improve their customer service skillset
- Developed and implemented customer service training programs for new hires and existing employees
- Established positive relationships with customers through excellent verbal and written communication skills
- Provided one-on-one guidance on how to handle difficult conversations or challenging situations with customers in a professional manner
- Assisted in designing, developing, and delivering customer service training modules
- Encouraged team members to practice active listening while interacting with customers over the phone or via email and chat platforms
- Monitored and evaluated customer feedback from surveys, emails, phone calls to determine areas for improvement in customer satisfaction levels
- Created detailed performance reviews to evaluate employee progress in customer service coaching sessions
- Provided customer service coaching to team members, emphasizing the importance of courteous communication and problem-solving skills
- Utilized various methods during training sessions to ensure employees have a thorough understanding of how to deliver exceptional experiences for all customers
- Tracked employee performance during live calls and chats using call monitoring software tools
- Maintained records of completed training and required recertifications
- Contributed to employee development plans in support of job-specific skills development
- Coordinated team exercises and group discussions to increase training engagement
- Attended meetings and seminars to obtain information for use in training programs and to inform management of training program status
- Scheduled classes and training sessions based on classroom and equipment availability.
Education
High School Diploma -
Caldwell Senior High School
Caldwell, ID05.1982
High School Diploma -
Lewis-Clark State College
Lewiston, ID05.1984
Skills
- Teamwork and Collaboration
- Organizational Skills
- Interpersonal Communication
- Goal Setting
- Problem Solving
- Active Listening
- Adaptability and Flexibility
- Attention to Detail
- Multitasking Abilities
- Relationship Building
- Positive Attitude
- Clear Communication
- Ensuring customer satisfaction and resolving customer issues
- Customer needs determination
- Sales closing
Certification
Property and casualty license
Timeline
Shelter Agent
Fetch Pet Insurance
06.2024 - Current
Insurance Agent
Pets Best insurance
12.2018 - Current
Veterinary relations manager
Pets Best insurance
09.2016 - Current
Senior Customer Care Manager
Pets Best insurance
04.2012 - Current
Customer Service Coach
T-Mobile
10.2004 - 03.2012
High School Diploma -
Caldwell Senior High School
High School Diploma -
Lewis-Clark State College
Property and casualty license
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