Shannon Carmack
Fairfax,VA
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Two Men And A Truck
02.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for various services, and company information.
- Negotiated contracts skillfully, securing favorable terms for both company and client.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal & team quotas.
- Contributed to team objectives in fast-paced environment.
- Trained new employees on customer service, money handling, organizing strategies and selling strategies.
- Kept detailed records of daily activities through online customer database.
- Stayed current on company offerings and industry trends.
Commercial Lines Account Manager
Lindquist Insurance Inc.
05.2023 - 02.2025
- Track progress towards sales goals by utilizing reports from the agency management system.
- Coordinate with internal departments such as claims handling or billing to resolve client issues effectively.
- Communicate regularly with insureds regarding policy updates, coverage options, premium adjustments, or other pertinent information.
- Assist clients in selecting appropriate commercial insurance coverage based on their needs and risk exposure.
- Prepare and present proposals to prospective clients for new business opportunities.
- Monitor renewal dates and initiate renewal process proactively to prevent lapses in coverage.
- Manage client accounts by addressing inquiries, resolving issues, and maintaining relationships.
- Conduct regular account reviews to ensure ongoing client satisfaction and retention.
- Provide exceptional customer service by responding promptly to client inquiries and concerns.
Adminative & Patient Coordinator
Sylvana Medical & Aesthetics Center
09.2020 - 05.2023
- Provided full administrative support ensuring quality customer service while achieving a high level of organization and productivity.
- Assisted the patient check-in and check-out processes, ensuring accuracy and consistency in company protocols.
- Closed consultations for both medical and aesthetic services.
- Oversaw and ensured the accuracy of chart maintenance for both preparing and filing back patient charts in accordance with expected procedures.
- Promoted monthly marketing specials to current and prospective patients.
- Used an internal billing system to perform refunds, created and adjust invoices, and accessed and created reports.
- Responded efficiently to all patient requests via our website, social media, and phone messages.
- Oversaw the scheduling of appointments for all patients to ensure they were properly scheduled, confirmed, and that necessary paperwork and information were provided prior to their consultation.
- Regularly inputted new ideas for program improvement, operations, marketing, communication, etc.
Account Manager
Lindquist Insurance Inc.
06.2016 - 03.2020
- Drove client retention by increasing savings opportunities and identified premium discounts.
- Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
- Analyzed customer needs and provided best options, upselling products and services.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Provided quality control and maximized revenue by eliminating downtime, implementing proven selling strategies, and promoting marketing messages.
- Increased client retention through loyalty rewards and incentivization program.
- Collaborated with team members to identify and accomplish agency objectives.
Account Manager
Carmack Insurance Group
05.2011 - 06.2016
- Analyzed customer needs and provided best options, upselling products and services.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Provided quick turnaround time when customers called with questions, usually within four hours.
- Drove client retention by increasing savings opportunities and identifying premium discounts.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Reviewed insurance inquiries, working effectively to accommodate various requests to build agency's reputation as service provider.
Education
Bachelor of Science - Sports and Recreations Management
James Madison University
Harrisonburg, VA05.2011
Skills
- Business Operations
- Organization
- Time Management
- Customer Service
- Communications
- Client Relations
- MS Office Suite
- Active listening
Timeline
Customer Service Representative
Two Men And A Truck
02.2025 - Current
Commercial Lines Account Manager
Lindquist Insurance Inc.
05.2023 - 02.2025
Adminative & Patient Coordinator
Sylvana Medical & Aesthetics Center
09.2020 - 05.2023
Account Manager
Lindquist Insurance Inc.
06.2016 - 03.2020
Account Manager
Carmack Insurance Group
05.2011 - 06.2016
Bachelor of Science - Sports and Recreations Management
James Madison University
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