Sabrina Coleman
Pompano Beach,FL
Summary
Dynamic Licensed Insurance Agent with a proven track record at Call Hub Solutions, excelling in customer relations and conflict resolution. Expert in crafting tailored insurance solutions, enhancing client satisfaction, and driving new business through effective marketing.strong communication skills to foster trust and loyalty among clients. ADDING 20 YEARS OF EXPERIENCE
Experienced with client relationship management, risk assessment, and policy customization. Utilizes in-depth industry knowledge to provide tailored insurance solutions. Track record of building strong client relationships and ensuring client satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent/Customer Service Representative
Call Hub Solutions
Deerfield Beach, FL
05.2020 - Current
- Developed tailored insurance solutions to meet diverse client needs.
- Resolved complex client inquiries, fostering strong relationships and trust.
- Calculated quotes and educated potential clients on insurance options.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Generated new business opportunities via targeted marketing campaigns, resulting in increased lead generation and conversion rates.
Quality Assurance Analyst
Customer Service Department
Fort Lauderdale, FL
05.2011 - 06.2019
- Analyzed test results and provided actionable insights to improve product performance and user experience.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Collaborated with cross-functional teams to identify, document, and resolve defects in applications.
- Mentored junior analysts on best practices for quality assurance processes and tools usage.
Customer Service Representative Agent
Beachcomber Hotel
Fort Lauderdale, FL
10.2007 - 07.2009
- Handled over 200 calls daily with 95% satisfaction
- Resolved customer issues with 30% fewer escalations
- Resolved customer inquiries through phone and email, ensuring timely and accurate information delivery.
- 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.
Education
BBA - Business Administration And Communications
Broward College
Fort Lauderdale, FL05-2010
MBA - Communication Studies Data Entry
Business Data Entry
Baltimore, MD05-1990
Skills
- Customer Relations
- Conflict Resolution
- Communication Skills
- Technical Support
- Problem Solving
- Time Management
- Data Entry Efficiency
- CRM Software Proficiency
Certification
- Certified Customer Service Professional - International Customer Management Institute
- Advanced Support Specialist - Support Industry Institute
- Licensed Healthcare Agent - 2019
Languages
Spanish
Beginner (A1)
French
Beginner (A1)
German
Beginner (A1)
Timeline
Licensed Insurance Agent/Customer Service Representative
Call Hub Solutions
05.2020 - Current
Quality Assurance Analyst
Customer Service Department
05.2011 - 06.2019
Customer Service Representative Agent
Beachcomber Hotel
10.2007 - 07.2009
BBA - Business Administration And Communications
Broward College
MBA - Communication Studies Data Entry
Business Data Entry