Shirley Wood

• Addressed client needs swiftly to amplify satisfaction levels.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Streamlined internal processes for better efficiency in account management tasks.
• Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
• Recorded accurate and efficient records in customer database.
• Presented professional image consistent with company's brand values.

Same as previous position with Neal-Truesdale Insurance

• 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.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Participated in training programs to enhance product knowledge and customer service skills.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.