Summary
Overview
Work History
Education
Skills
Work Availability
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Shalanda Miranda

Shalanda Miranda

Jacksonville,FL

Summary

Personable and dedicated business professional with extensive experience in the Insurance Industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

20
20
years of professional experience

Work History

Member Support/Claims Specialist

Branch Financial Inc.
Jacksonville, FL
08.2022 - 06.2023
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Mentored junior team members and managed employee relationships.
  • Strengthened customer retention by offering discount options.
  • Increased customer satisfaction ratings 90% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Collaborated with adjusters, attorneys, and auto repair shop to quickly relay messages and provide conflict resolution.
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.

Insurance Sales Agent

Branch Financial Inc.
Jacksonville, FL
03.2022 - 08.2022
  • Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
  • Rewrote and reinstated insurance policies, following underwriting and business rules.
  • Offered policy guidance and management to promote asset protection.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Achieved repeat business and referrals through personalized services.
  • Exceeded assigned sales and retention targets each quarter by upselling insurance products.
  • Contacted underwriters and submitted forms to obtain binder coverage.
  • Exceeded targets and drove revenue growth, showcasing leadership skills and earning quick promotions.

Insurance Sales Agent

We Insure
Jacksonville, FL
12.2020 - 03.2022
  • Developed appropriate quotes based on risk information.
  • Sought out new clients and developed clientele by networking to find new customers.
  • Demonstrated expertise in understanding clients' insurance needs, recommending appropriate coverage options, and effectively communicating policy details and benefits.
  • Contacted underwriters and submitted forms to obtain binder coverage.
  • Effectively resolved client inquiries, complaints, and issues, utilizing strong problem-solving and communication skills to deliver timely and satisfactory resolutions.
  • Built and maintained rapport with current and prospective customers.
  • Calculated premiums and sold policies with 50+ carriers to build my book of business.
  • Greatly improved customer retention by leveraging bundling opportunities.

Inside Sales Agent

GEICO
Jacksonville, FL
08.2018 - 08.2020
  • Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
  • Delivered superior customer support to improve account retention rate.
  • Negotiated prices, terms of sale and service agreement to close transactions.
  • Took inbound calls on headset, promoting products and services to secure new accounts.
  • Cultivated and strengthened customer relationships to drive revenue growth.
  • Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.
  • Worked in conjunction with outside sales representative to maintain and grow product sales.
  • Collaborated with team members to determine strategic sales approaches.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Greeted and assisted customers to foster positive experiences.

Education

High School Diploma -

Edward H. White High School
Jacksonville, FL
06.2001

220 Property & Casualty License - Insurance

Florida State College At Jacksonville
Jacksonville, FL

Education

University of Phoenix
Tempe, AZ

Skills

  • Membership Renewals
  • Customer Account Management
  • Issue and Complaint Resolution
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Customer Retention Strategies
  • Multitasking and Prioritization
  • [35] wpm Typing Speed
  • Efficient and Detail-Oriented
  • Call Documentation
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Proactive Self-Starter
  • Computer Proficiency
  • Administrative and Office Support
  • Time Management
  • Call Volume and Quality Metrics
  • Policies and Procedures Adherence
  • Sales and Upselling

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

Member Support/Claims Specialist

Branch Financial Inc.
08.2022 - 06.2023

Insurance Sales Agent

Branch Financial Inc.
03.2022 - 08.2022

Insurance Sales Agent

We Insure
12.2020 - 03.2022

Inside Sales Agent

GEICO
08.2018 - 08.2020

High School Diploma -

Edward H. White High School

220 Property & Casualty License - Insurance

Florida State College At Jacksonville

Education

University of Phoenix

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Shalanda Miranda