Sherri Pagley

• Managed daily office operations, ensuring efficient workflow and communication among team members.
• Assisted in scheduling appointments and coordinating client meetings to optimize time management.
• Counseling customers on their insurance needs based on their personal situation
• Updating auto/home/umbrella/recreational vehicle policies according to the customer's request
• Quoting/binding all personal line products for current and new customers
• Cold calling/emailing to help grow the business.
• Taking in office/phone payments. Completing the daily bank deposit.
• Opening and closing the office.
• Setting up and helping customers navigate the State Farm app

• Operated specialized cleaning equipment to maintain high standards of cleanliness.
• Executed thorough cleaning procedures in residential and commercial settings.
• Trained new staff on safety protocols and efficient cleaning techniques.
• Monitored inventory levels of cleaning supplies, ensuring timely replenishment.
• Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
• Identified repair needs and major maintenance concerns, and escalated issues to management.

• Provided exceptional customer support by addressing inquiries and resolving issues efficiently.
• Processed insurance claims accurately, ensuring compliance with company policies and state regulations.
• Managed client accounts, maintaining up-to-date records and facilitating seamless policy renewals.
• Collaborated with team members to enhance service delivery and improve overall customer satisfaction ratings.
• Trained new representatives on industry best practices, fostering a culture of continuous learning and improvement.
• Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
• Promptly responded to inquiries and requests from prospective customers.

• Managed client portfolios, providing tailored insurance solutions and ensuring comprehensive coverage.
• Conducted regular policy reviews to identify gaps and recommend adjustments for optimal protection.
• Collaborated with underwriters to assess risk factors and determine appropriate coverage limits.
• Educated clients on policy options, claims processes, and risk management strategies to enhance understanding.
• Handled bookkeeping, paying office invoices, completed daily bank deposits

My main responsibility at Liberty was to process incoming calls from policyholders by answering their questions and completing changes to their personal lines insurance.

Some of my other roles throughout my time at Liberty were:

● Rewrite department from 2008 to 2010. I was a trusted advisor by counseling policyholders on securing adequate coverage for personal insurance policies.

● Model Team from March 2010 to July 2010. The model team gave me the opportunity to provide feedback on processes and procedures before being rolled out to the sites.

● Eservice team from 2010 to 2011. I handled online requests and completed calls to help policyholders set up online accounts.

● Member of The SAT CHAT Team. Meet with other team members virtually twice a month and discuss processes and procedures that need to be reinforced throughout all sites.

● Team task captain - process daily tasks set by representatives, ensure follow up set properly and completed within the follow up guidelines.

● Team Motivator - I encourage team members on meeting their goals and look for fun ways to help everyone achieve metrics.

● Peer to peer mentoring - I sit with representatives and provide feedback on call handling. Representatives will also sit and observe me.

● Service academy coach - Coach new hires on handling calls and becoming familiar with systems and procedures.

● Service Assist Team. My responsibilities include: assisting employees with questions on processes and locating information on the Knowledge Center, assisting agents with policy updates, assisting customers with updating their policies and counseling on adequate coverages, assisting customers with installing their righttrack devices, assisting customers with their eservice accounts.