Sara Kelsey
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Trucking Insurance, Account Manager
Elliott Hartman
06.2024 - Current
- As an account manager it is my job to work hand in hand with the agent on his accounts
- Handle all endorsement requests, certificate requests, as well as working with the agent on renewals
- Work with the agent on renewals and the best markets for submission and then submitting the application.
- Checking the issued policy documents for accuracy and providing them to the insured
- Additionally, I make calls to the insureds to remind them of their upcoming renewals, see what changes they have for the upcoming term, and any changes or concerns that they may have.
- Conducted thorough risk assessments for prospective clients to accurately determine appropriate coverage levels based on individual needs.
- Maintained detailed records of client interactions, policies, and transactions using sophisticated CRM software systems.
- Proactively identified upselling opportunities within existing accounts, resulting in expanded coverage for clients and increased revenue for the agency.
- Boosted client satisfaction by providing exceptional customer service and addressing insurance inquiries promptly.
Trucking Insurance, Customer Service Supervisor
The Paladin Group
02.2021 - 05.2024
- The customer service department handles all endorsement requests
- 2020 Awarded the Rising Star Award
- 2023 Employee of the Year
- Adding and removing units and drivers from policies
- Quoting premium changes, collecting down payments, and financing the remaining premium
- Reach out to insureds in regards to past due balances as well as collecting payments
- The team also fields a number of inbound calls throughout the day with follow up questions to emails
- Work hand in hand with the accounting department to ensure that endorsements are processed as quickly as possible and funds are returned back to the finance company
- Contacting the billing company if there is a discrepancy in the balance showing due on an invoice/endorsement
- As the supervisor of the customer service team I spent the majority of my day helping the team to process phone calls and requests
- Fielded escalated phone calls and looked into requests that may require more time to complete
- Trained new employees as they come onto the team and creating a training manual from scratch since beginning the position.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
Director of Mission Engagement
Boys & Girls Clubs of the Cedar Valley
08.2020 - 02.2021
- As the Director of Mission Engagement I worked on a number of different programs to raise awareness of the Club in the community as well as to bring in funds to support the organization
- In my position, one of my major roles was to coordinate events throughout the year
- I reached out to different businesses to ask for sponsorship, work with our board of directors on ticket sales, as well as advertisement of the event on social media platforms
- Handling all of our social media platforms was another one of my responsibilities
- Making sure that we are active on different forums and that people are interacting with our posts
- We try to incorporate different types of posts for fundraising events as well as activities for the community to be involved in
- Grant writing was the other major part of my role
- I applied for grants that we have historically applied for each year as well as sought out new grants that we may have been eligible for
- As well as providing updates to those who have awarded us grants as to how the funding had been spent.
Customer Service Representative
Mudd Advertising
12.2015 - 07.2020
- As a customer service representative I worked for hand in hand with business development managers and support staff to execute sales
- My primary role was working with our full-service agency accounts who worked with us on a monthly basis
- Each month full service clients set a budget with Mudd that they want to work with
- That budget is split through direct mail, production, media, Facebook, SEM, and SEO
- My role was to communicate to the support departments what was needed to execute what the client needed
- Once the support departments fulfilled the order it was my responsibility to double-check all of the work
- To make sure that there were no spelling or grammatical errors and to make sure it satisfied coop and compliance guidelines, as well as state and federal laws
- After the assets were compliant with everything that needed to be done I then contacted the main point of contact at the dealership to ask them to provide their approval
- When all approvals were obtained it was my responsibility to make sure that we met traffic deadlines regarding any traditional media
- As well as with our digital assets providing all necessary items including artwork, content, budget, and target audience
- During my time at Mudd, projects were handled both through ERP and Salesforce systems
- It was my responsibility to make sure that all necessary jobs had been created and executed.
Accounts Receivable
Terex
05.2015 - 12.2015
- As an accounts receivable representative it was my job to collect on past due business accounts
- I would reach out regarding billing to see when the payment would be expected on an account
- After the payments had been received I would check to make sure that everything was paid in full and satisfied with the account
- And then making any follow-up calls regarding missed payments.
Education
High School Diploma -
Cedar Falls High School
Cedar Falls, IA05.2019
Skills
- Call Center
- Supervisory Experience
- Insurance
- Customer Service
- Dedicated, hard worker
- Technical knowledge
- Client Needs Assessment
- Willing to Learn
- Multitasking
- Excellent Communication
- Teamwork and Collaboration
Timeline
Trucking Insurance, Account Manager
Elliott Hartman
06.2024 - Current
Trucking Insurance, Customer Service Supervisor
The Paladin Group
02.2021 - 05.2024
Director of Mission Engagement
Boys & Girls Clubs of the Cedar Valley
08.2020 - 02.2021
Customer Service Representative
Mudd Advertising
12.2015 - 07.2020
Accounts Receivable
Terex
05.2015 - 12.2015
High School Diploma -
Cedar Falls High School