Sheena Laplatney
Croghan,NY
Summary
Driven manager with a proven track record at Freeway Insurance, excelling in operations management and team leadership. Enhanced customer satisfaction and team performance through effective conflict resolution and staff development. Skilled in CRM and negotiation, achieving significant improvements in business outcomes and fostering a culture of excellence and growth. Accountable Insurance Representative with excellent client management and insurance plan promotion. Highly effective juggler of multiple competing responsibilities simultaneously. Proven history of exceptional time management and customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Manager
Freeway Insurance
07.2022 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Customer Service Representative
Founders Insurance
09.2021 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Freeway Insurance
11.2011 - 09.2021
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
GED -
Carthage High School
Carthage, NY2024
Skills
- Team Leadership
- Time Management
- Staff Management
- Operations Management
- Customer Relationship Management (CRM)
- Sales Techniques
- Schedule Preparation
- Sales management
- Performance Evaluations
- Marketing
- Negotiation
Accomplishments
Licensed Personal Lines Insurance Agent/Broker
Timeline
Manager
Freeway Insurance
07.2022 - Current
Customer Service Representative
Founders Insurance
09.2021 - 07.2022
Customer Service Representative
Freeway Insurance
11.2011 - 09.2021
GED -
Carthage High School