Shantell Collins
Wellington,FL
Summary
Insurance Sales Agent with in-depth policy and regulations knowledge. Experienced in providing tailored solutions to clients. Outgoing individual with great task prioritization skills. With 20 years of experience, offering personalized, courteous service. Resourceful Customer and Dispatching Service Representative known for high productivity and efficiency in task completion. Skilled in customer communication, problem-solving, and logistical coordination. Excel at multitasking, prioritizing responsibilities, and operating under pressure to meet tight deadlines. Strong interpersonal skills ensure successful interaction with diverse individuals, fostering positive relationships and delivering exceptional service.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Insurance Sales and Service Agent
Carl Nguyen State Farm Insurance
Orlando, FL
04.2024 - 08.2024
- Provided customer service to clients through phone and email communication.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Maintained accurate records of all customer interactions, processed customer accounts, and filed documents.
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses, and credit terms.
- Performed administrative tasks such as data entry, filing paperwork, updating databases, and preparing reports.
- Processed payments from customers by cash, check, or credit cards accurately, according to company guidelines.
- Upsold additional products or services, when appropriate, in order to meet sales goals.
- Attended team meetings regularly to discuss updates on products, services, and policy changes.
- Participated in ongoing training programs related to job duties or responsibilities.
- Adhered strictly to company policies regarding confidentiality of client information.
- Actively participated in developing strategies for improving customer relations.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Completed research to thoroughly understand client requirements.
- Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
- Managed client portfolios, ensuring optimal satisfaction and retention rates.
- Implemented marketing strategies to attract new clients.
- Conducted due diligence on behalf of clients for various transactions.
- Led training sessions for agents to enhance team capabilities.
- Communicated with clients to determine property needs and budget constraints.
Insurance Sales Agent and Office Manager
Darrell Shelton State Farm Agency
Coral Springs, FL
08.2023 - 02.2024
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs, and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Developed sales strategies to increase sales of insurance policies.
- Generated leads through cold calling, networking, referrals, and other marketing initiatives.
- Provided advice on financial planning and insurance policies.
- Processed applications and paperwork related to policy issuance or renewal.
- Attended industry conferences and seminars to stay up-to-date on changes in regulations and trends in the insurance sector.
- Responded to inquiries and explained product features and service advantages to potential customers.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Exceeded company sales goals for new policies.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Managed a portfolio of clients, providing personalized insurance solutions based on individual needs.
- Provided expert advice on risk management and helped clients choose the appropriate level of coverage.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Developed appropriate quotes based on risk information.
- Sought out new clients and developed clientele by networking to find new customers.
- Achieved repeat business and referrals through personalized services.
- Remained current on the latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Provided administrative support to the management team, including preparing reports and presentations.
- Used judgment and initiative in handling confidential matters and requests.
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
Insurance Sales and Service Agent
Marie Buchholz State Farm Agent
10661 Wiles Road, Coral Springs, FL 33076
04.2016 - 07.2023
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs, and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Met with prospective clients to discuss insurance needs and provide solutions.
- ability to help agent reach goals
- Greeted customers and provided assistance with their inquiries.
- Assessed customer needs to provide the best solutions.
- Responded to customer complaints in a timely manner.
- Provided accurate information regarding product specifications and pricing.
- Processed payments, returns, and exchanges according to company policies.
- Maintained up-to-date knowledge of store policies and procedures.
- Ensured compliance with safety regulations in the workplace.
- Answered incoming calls promptly while providing exceptional customer service.
- Maintained composure, resilience, and flexibility during stressful periods and tight deadlines.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Conferred with customers by telephone or in person to provide information about products or services, and take orders.
- Strengthened customer retention by offering discount options.
Insurance Sales and Service Agent
Rich Galt State Farm Insurance Agent
7248 West Sample Rd Coral Springs,, FL
11.2012 - 04.2016
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Developed sales strategies to increase sales of insurance policies.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Contributed to agency goals, scorecard focus, promotion-driven.
- Assessed customer needs to provide the best solutions.
- Monitored stock levels of merchandise and placed orders when necessary.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Contacted customers about potential service upgrades, new services, and account changes.
Customer Service Representative and Insurance Sale
Malcolm Roberts State Farm Insurance
5957 W Oakland Park Blvd, Lauderhill, FL
05.2003 - 10.2012
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Help with balance and check on premium fund account deposits, returns, etc.
- Scanning, filing, multitasking, service-oriented.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
Loan Generator and Telemarketing
Florida Bancorp Direct Mortgage Lender
441 And Banks Road Coconut Creek,Fl
01.2002 - 04.2003
- Met or exceeded monthly sales goals by using dynamic interpersonal and tried-and-true persuasion skills.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
- Reached out to prospective customers using effective social media, research skills, and networking events.
- Scheduled sales appointments to discuss products and services, and to close qualified leads.
- Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
- Educated customers on product and service benefits, explaining features, and answering questions.
- Overcame objections using friendly, persuasive strategies.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Utilized sales techniques to build customer interest and close sales.
Accounting Bookkeeper and Paint Sales
Sherwin Williams Co
University& Oakland Park Blvd Lauderhill. FL 33313
01.2000 - 05.2002
- Maintained and processed invoices, deposits, and money logs.
- Provided comprehensive accounting support to the company by managing functions like payroll, accounts payable, accounts receivable, and business expense processing.
- Matched purchase orders with invoices and recorded necessary information.
- Learn and perform paint matches and mixtures.
- Processed accounts receivable invoices, payments, and refunds.
- Prepared bank deposits and recorded cash receipts.
- Reviewed transactions, issued checks, and updated ledgers and budgets.
- Prepared bank reconciliations, managed field audits, and reviewed accounting records for accuracy.
- Maintained full compliance when executing and tracking bank reconciliations, A/P, invoicing, billing, and collections.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Helped businesses keep finances in order by managing accounting ledgers and recording journal entries.
- Managed accounts payable and receivable, improving cash flow management.
- Bookkeeping and Record Keeping
- Processed expense reports, including verification of receipts and compliance with policies.
- Received and recorded cash, checks, and transfers.
Logistics and Dispatching
Harte Hanks Logistics
1400 E Newport Center Ste 200 Deerfield Beach, FL
06.1998 - 08.1998
- Tracked orders and notified customers of status or potential delays.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Conducted investigations to resolve issues related to logistics and cargo movements.
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Assisted in the development and implementation of logistics policies and procedures to provide a roadmap for daily operations.
- Built and established relationships with staff and vendors.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Updated and maintained databases to track shipments and inventory.
- Maintained records of customer interactions, transactions, and shipment information in the database.
- Assisted drivers with route planning and scheduling pickups and deliveries.
- Coordinated pick-up times with customers to ensure timely delivery of goods.
- Tracked shipments using various tracking systems, such as FedEx, UPS, or USPS.
- Scheduled appointments for technicians to perform service calls at customer locations.
- Tracked changes in computer system to keep records current and accurate.
- Leveraged GPS devices and computer programs to plan routes, update customers, or advise drivers about upcoming issues.
- Dispatched drivers to meet daily delivery needs for company customers.
Education
No Degree - English Major
Broward College
Fort Lauderdale, FL06.2025
Skills
- Policy Adjustment Knowledge
- Asset Protection
- Production Goals
- Loss Analysis
- Client Account Management
- Consultative Selling Techniques
- Health Insurance Industry Knowledge
- Account Retention
- Professional Relationships
- Organizational Skills
- Professional Networking
- Clear Communication
- Critical Thinking
- Sales strategy development
- Marketing Management
- Salary Determination
- Data Entry
- Microsoft Proficiency
- Relationship Building
- Personnel Recruitment
- Recordkeeping proficiency
- Positive Attitude
- Conflict Resolution
- Sales closing
- Sample Preparation
- Call Management
- Product Sales
- Problem-solving skills
- Industry Expertise
- Escrow management
- Strong communication abilities
- Customer service abilities
- Problem-Solving
Certification
- Associate in Personal Insurance (API) - The Institutes.
- Health Insurance Portability and Accountability Act (HIPAA) Training Certificate - Various Approved Providers.
- Insurance Producer License-FL AL GA -[State Department of insurance].
- General Insurance Representative License – FL AL GA Department of Insurance.
Timeline
Insurance Sales and Service Agent
Carl Nguyen State Farm Insurance
04.2024 - 08.2024
Insurance Sales Agent and Office Manager
Darrell Shelton State Farm Agency
08.2023 - 02.2024
Insurance Sales and Service Agent
Marie Buchholz State Farm Agent
04.2016 - 07.2023
Insurance Sales and Service Agent
Rich Galt State Farm Insurance Agent
11.2012 - 04.2016
Customer Service Representative and Insurance Sale
Malcolm Roberts State Farm Insurance
05.2003 - 10.2012
Loan Generator and Telemarketing
Florida Bancorp Direct Mortgage Lender
01.2002 - 04.2003
Accounting Bookkeeper and Paint Sales
Sherwin Williams Co
01.2000 - 05.2002
Logistics and Dispatching
Harte Hanks Logistics
06.1998 - 08.1998
- Associate in Personal Insurance (API) - The Institutes.
- Health Insurance Portability and Accountability Act (HIPAA) Training Certificate - Various Approved Providers.
- Insurance Producer License-FL AL GA -[State Department of insurance].
- General Insurance Representative License – FL AL GA Department of Insurance.
No Degree - English Major
Broward College
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