ROSEMARY OLSON
The Hanover Insurance Group Contractor
Fayetteville,USA
1
Certification
13
years of professional experience
Motivated and service-oriented Licensed Customer Service Specialist with over a decade of experience in the insurance industry. Recognized for strong relationship-building, communication, and active listening skills. Expertise in managing diverse client accounts and diligently working with carriers to always find the best solutions for customers. Solid and extensive knowledge of insurance products, coverages, and markets, with an unwavering commitment to delivering the highest level of service and support.
Work History
SR INSURANCE SERVICE PROFESSIONAL
1 Year- Advised and educated customers by providing insurance guidance, conducting research, and resolving policy, billing, and coverage-related issues, in a contract position for a major U.S. property and casualty insurance company.
- Evaluated and communicated complex coverage and rating information while making underwriting-related decisions in accordance with established guidelines, procedures, and multi-state regulations.
- Identified opportunities to recommend and sell additional or expanded insurance coverages based on customer needs and carrier guidelines.
- Prepared and provided insurance quotes for policyholders while ensuring accuracy and compliance with underwriting standards.
- Managed billing adjustments, account changes, and follow-up activities to ensure timely resolution.
PERSONAL LINES ACCOUNT MANAGER
1 Year- Managed the full lifecycle of personal lines policies for an independent insurance brokerage and agency, including new applications, renewals, endorsements, and policy servicing, while ensuring regulatory compliance.
- Built and maintained strong client relationships by serving as the primary point of contact for all personal insurance needs, contributing to high client retention and long-term policy loyalty.
- Educated clients on policy coverages, rates, underwriting decisions, claims processes, billing matters, and available insurance programs.
- Identified gaps in coverage and recommend tailored insurance solutions, while recognizing opportunities for cross-selling and upselling additional products and services.
- Prepared applications, policy changes, claims documentation, and cancellations for carriers.
- Performed insurance-related accounting functions, including premium allocations, payment scheduling, reconciliation activities, and resolution of account discrepancies.
- Maintained accurate and up-to-date documentation of all client, carrier, and policy interactions, handling all information with the highest level of confidentiality.
LICENSED SALES & CUSTOMER SERVICE AGENT
1 Year- Assisted customers with purchasing life insurance products in a fast-paced call center environment for a prominent life insurance agency, through phone, email, text, and chat support.
- Gathered client information, assessed insurance needs, and prepared quotes for both new and existing policy holders.
- Promoted additional insurance solutions through cross-selling opportunities while addressing policy inquiries and resolving customer concerns.
- Processed policy endorsements, reinstatements, new business applications, and other transactions.
- Maintained detailed and accurate records of customer interactions, transactions, and follow-up.
- Resolved customer billing discrepancies and account-related issues while coordinating follow-up actions to ensure resolution.
CUSTOMER SERVICE REPRESENTATIVE
1 Year- Advised customers on personal insurance solutions in a high-volume call center environment for one of the largest AAA affiliates, cross-selling products and resolving policy-related issues.
- Processed new business applications, policy endorsements, reinstatements, and other transactions.
- Maintained detailed records of customer interactions, transactions, and resolutions, documenting conversations and actions taken within agency systems.
- Resolved customer billing discrepancies and account-related issues.
- Quickly promoted into a more proactive, relationship-focused Insurance Consultant role.
SENIOR MULTI-PRODUCT AGENT
4 Years- Provided daily client service and insurance support for one of the nation’s largest auto and home insurance providers.
- Consulted with clients to assess insurance needs, analyze coverage options, and recommend tailored solutions designed to minimize risk and protect assets.
- Responded to customer inquiries regarding policy changes, coverage updates, billing matters, and account servicing while identifying opportunities for bundled savings solutions.
SALES PROFESSIONAL
3 Years- Utilized a consultative sales approach and strong product knowledge to promote prepaid legal service plans and identity theft protection memberships to individuals, families, and small businesses for a nationally recognized legal services provider.
- Developed and executed strategic sales action plans to consistently achieve sales performance goals and expand personal book of business.
- Responded to customer inquiries, provided product education, and resolved website and account-related troubleshooting issues.
SALES PROFESSIONAL
2 Years- Provided professional consultative sales support over the phone for a supplemental insurance company specializing in accident, health, disability, and life insurance products.
- Responded to daily customer phone, email, and fax requests regarding policy information, coverage options, quotes, policy changes, and new coverage.
- Assisted in developing new customer accounts while supporting the retention and servicing of existing client accounts.
Skills
Led customer service operations for over a decade in the insurance sector
including 2 years in a call center setting.
Cultivated a client-first approach
showcasing advanced service capabilities and relationship management.
Excelled in dynamic environments
managing difficult customer interactions and escalations with professionalism and a solutions-focused mindset.
Demonstrated meticulous attention to detail with exceptional organizational and problem-solving competencies.
Leveraged MS Office Suite and CRM tools to enhance service delivery.
Upselling strategies
Complaint resolution
Paperwork processing
Brand awareness
Teamwork
Certification
Personal Line, Life and Health Insurance License, All States Except Florida
Timeline
SR INSURANCE SERVICE PROFESSIONAL
The Hanover Insurance Group Contractor
01.2025 - 01.2026Read More
PERSONAL LINES ACCOUNT MANAGER
Your Policy Insurance
01.2024 - 01.2025Read More
LICENSED SALES & CUSTOMER SERVICE AGENT
Lincoln Heritage
01.2023 - 01.2024Read More
CUSTOMER SERVICE REPRESENTATIVE
AAA The Auto Club Group
01.2022 - 01.2023Read More
SENIOR MULTI-PRODUCT AGENT
Progressive Insurance
01.2018 - 01.2022Read More
SALES PROFESSIONAL
LegalShield
01.2015 - 01.2018Read More
SALES PROFESSIONAL
Combined Insurance
01.2013 - 01.2015Read More