Sarah McCann
Livonia,Michigan
Summary
Experienced customer service professional with a dynamic approach. Dedicated to providing exceptional service and ensuring customer satisfaction. Demonstrated ability to consistently meet deadlines and take on additional responsibilities, showcasing strong adaptability to diverse environments. Possessing excellent problem-solving skills. Committed to aligning customer needs with organizational goals to drive success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
General Manager
Allstate Insurance Company, Tharp Insurance Agency
06.2011 - Current
- Managed sales & customer support team daily
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Held meetings for sales team for daily coaching on talk paths and agency procedure.
- Ensuring compliance: Making sure that all operations follow company policies and regulatory requirements
- Encouraged productivity, helped determine policy eligibility, provided resources for them to be successful.
- Developed and implemented strategies to increase sales and profitability.
- Interviewed potential employees, coordinated training of new employees.
- Formulated policies and procedures to streamline operations. Developed agency SOP processes, created employee handbook for sales and customer service teams.
- Generated Audits for policy renewals, cross-sell opportunities, cancellations, and life ins. opportunities.
- Providing customer service: Ensuring a high standard of customer service
Server, Quality Assurance
Chili’s Bar & Grill
06.2008 - 01.2015
- Sold and served beverages and food, ensured guest satisfaction, multitasked, delegated, collaborated with team members, awarded for promotional contests, Employee of the month August 2008.
Education
Graduate -
South Lyon High School
05.2005
Skills
- Microsoft Office, Excel, and Power Point proficiency
- Professional & Mature
- Self-directed
- Detail oriented
- Leadership and team building
- Problem Resolution
- Team Player
- Efficient multi-tasker
- Time Management
- Customer Relationship Management
- Employee Scheduling
- Verbal and written communication
Accomplishments
Joined Tharp Agency in 2011 as a Sales Associate and quickly advanced to a management role overseeing a single office. Promoted to General Manager in 2020, where I successfully expanded my responsibilities to manage two agency locations. Achieved a consistent retention rate of 89% and drove year-over-year sales growth each year during my tenure as General Manager.
References
- Caitlyn Sturm Agency owner Array Insurance Group LLC Email: Caitlyn@Arrayins.com Phone# 248-215-2983
- Tamara Gadwa Small business owner. Email: tamaragadwa@gmail.com Phone# 248-494-6515
Certification
MI Property & Casualty producer license.
MI Life Ins. license.
OH Non-resident producer license Property & Casualty
Timeline
General Manager
Allstate Insurance Company, Tharp Insurance Agency
06.2011 - Current
Server, Quality Assurance
Chili’s Bar & Grill
06.2008 - 01.2015
MI Property & Casualty producer license.
MI Life Ins. license.
OH Non-resident producer license Property & Casualty
Graduate -
South Lyon High School
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