Shakira Murrell
Schertz,TX
Summary
Meticulous Customer Retention Specialist enthusiastically looking to utilize and build new skills as Insurance Sales Associate in the San Antonio area. Demonstrated success in handling variety of telephone inquiries. Professional and courteous multitasker. Desire to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Retention Agent
Nationwide Mutual Insurance Company
San Antonio, TX
09.2022 - Current
- Reviewed successes and failures to learn from previous mistakes.
- Managed over 50 inbound and outbound customer calls per day.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Identified changing customer needs and adapted service strategies to meet them.
Bank Sales and Services Representative
USAA
San Antonio, TX
04.2020 - 07.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained high customer satisfaction standards to meet or exceed targets and consistently obtained 100% quality reviews.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
CPS Investigator I
Department Of Family And Protective Services
San Antonio, TX
04.2019 - 02.2020
- Interviewed children, members of families, medical personnel and law enforcement to gain valuable information for each case.
- Conducted in-depth assessments to determine if children were safe from harm and abuse at home.
- Assessed each child's unique needs and coordinated delivery of appropriate services and resources.
- Documented all relevant information by filling out forms and completing case reports.
- Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.
Provider Utilization Coordinator
QTC Management
San Antonio, TX
04.2015 - 04.2019
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Researched best practices and developed strategies to improve program outcomes.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Passionate about learning and committed to continual improvement
Education
Bachelor Of Science - Industrial And Organizational Psychology
University of Phoenix
Tempe, AZ05.2025
Bachelor Of Science - Social Work
Prairie View A & M University
Prairie View, TX05.2004
Skills
- Effective Customer Communication
- Client Development and Retention
- Efficient Sales Transactions
- Professional Development
- Customer Needs Assessments
- Documentation Skills
- Client Satisfaction
- Continuous Improvement
- Marketing initiatives
- Insurance quotes and sales expertise
Certification
- Licensed Personal Lines Insurance Agent- 09/2022
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Retention Agent
Nationwide Mutual Insurance Company
09.2022 - Current
Bank Sales and Services Representative
USAA
04.2020 - 07.2022
CPS Investigator I
Department Of Family And Protective Services
04.2019 - 02.2020
Provider Utilization Coordinator
QTC Management
04.2015 - 04.2019
Bachelor Of Science - Industrial And Organizational Psychology
University of Phoenix
Bachelor Of Science - Social Work
Prairie View A & M University
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