Sofija Krunic
Wilmette
Summary
As customer service professional and life insurance agent with over 3 years of experience in developing tailored insurance solutions and nurturing strong client relationships, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Proficient in leveraging retail marketing and Microsoft Office to enhance service delivery and drive results, with a commitment to continuous improvement and client-focused strategies. Excels in problem resolution, multitasking, and detail-oriented service, consistently achieving high satisfaction and retention rates.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Abt Electronics LLC
12.2024 - Current
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Tennis coach
Self-employed
07.2021 - Current
- Evaluated player strengths and weaknesses, tailoring practice routines accordingly to optimize progress.
- Enhanced player performance by implementing personalized training programs and providing constructive feedback.
- Promoted sportsmanship among players by modeling respectful behavior on the court and during competitions.
- Challenged athletes by consistently using positive reinforcement and gentle criticism.
- Established positive relationships with parents/guardians of athletes to align expectations about their child''s development within the tennis program.
- Spoke to student athletes about impact of proper nutrition and adequate sleep on overall performance.
- Improved team dynamics through effective communication and goal-setting sessions, fostering a supportive environment for player growth.
Life insurance agent
AIL
10.2022 - 12.2024
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Retained existing clientele through regular follow-ups, policy reviews, and timely adjustments based on changing circumstances or needs.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Assisted clients in navigating complex claims processes, ensuring timely payouts and minimal stress during difficult times.
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication.
- Delivered informative presentations to potential clients about the benefits of life insurance policies, generating interest and driving sales growth.
- Increased client satisfaction by providing personalized and knowledgeable life insurance consultations.
- Boosted policy sales through proactive client outreach and effective marketing strategies.
Hostess
Plateia kitchen & bar
04.2020 - 06.2021
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions
- Greeted incoming guests to escort to assigned dining area and present menus
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty
- Built positive relationships with other front-of-house and kitchen staff
- Monitored dining area to assess server capacity and estimate wait times
Barista
Starbucks
11.2019 - 03.2020
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences
- Maintained calm demeanor during high-volume periods and special events
- Memorized recipes for specialty coffee beverages and seasonal offerings
- Collected payments and provided accurate change
- Supported highest standards of conduct and service to support company reputation
- Demonstrated techniques on using multiple beverage machines with new team members
Tennis coach
Monolith
06.2016 - 06.2019
- Led dynamic tennis training sessions, fostering skill development and team spirit
- Implemented innovative coaching techniques, resulting in improved player performance and tournament success
- Developed personalized training programs, enhancing athletes' strengths and addressing weaknesses
- Tracked progress meticulously, leading to notable improvements in serve accuracy and match win rates
- Analyzed player techniques using video analysis, identifying areas for improvement
- Implemented data-driven strategies, optimizing training efficiency and match performance
- Provided mentorship beyond technical skills, focusing on mental resilience and sportsmanship
- Offered guidance on nutrition and injury prevention, promoting holistic athlete development
Sales General Manager
NetTvPlus
06.2015 - 06.2019
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives
- Performed sales consultations and educated clients on products and services
- Maintained professional network of potential clients and business opportunities
- Engage clients to customize policies, ensuring high satisfaction and retention
- Calculate premiums and set up payment plans, building client trust
- Reach out to potential clients, explaining insurance benefits clearly
- Clarify coverage details for prospects, resolving inquiries accurately
- Develop tailored insurance solutions, consistently meeting sales targets
- Analyze client financial profiles to recommend optimal insurance products
- Utilize data-driven insights to enhance policy offerings and improve client retention rates
- Guide clients through complex insurance decisions, ensuring comprehensive coverage
- Provide ongoing support, fostering long-term relationships and high client satisfaction scores
- Expanded market reach by identifying growth opportunities and establishing new distribution channels.
- Managed a high-performing sales team, consistently achieving or surpassing quarterly sales targets.
- Negotiated profitable contracts with suppliers, reducing overall operational costs for the company.
- Analyzed market trends and competitor activities, adjusting strategies accordingly to maintain a competitive edge in the industry.
Education
High School Diploma -
Law School "Dimitrije Davidovic"
Belgrade, Serbia05.2016
Skills
- Building relationships
- Decision-making
- Multitasking
- Problem resolution
- Microsoft Office
- Retail Marketing
- Work ethic
- Attention to details
- Time management
- Flexibility
- Sales Strategies
- Client Engagement
- Team Leadership
- Performance Analysis
- Negotiation Skills
- Training Development
- Strategic Planning
- Customer service
- Active listening
- Data entry
- Customer relations
- Computer proficiency
- Complaint resolution
- Payment processing
- Scheduling
- Administrative support
- Prioritization
- Live chat support
- Sales expertise
- Account management
- Sales closing
Personal Information
Title: Life insurance agent and tennis professional
Additional Information - Accomplishments And Certificates
- Consistently maintained high customer satisfaction ratings.
- Awarded as the best employee of the quarter in Starbucks.
- Licensed life insurance agent - since 2022.
- Numerous awards in regional and international tennis competitions
- Google certificate: Foundations of Cybersecurity
- Google certificate: Manage security risks
- Google certificate: Networks and Network security
Languages
English
Native or Bilingual
Serbian
Native or Bilingual
Croatian
Native or Bilingual
Timeline
Customer Service Representative
Abt Electronics LLC
12.2024 - Current
Life insurance agent
AIL
10.2022 - 12.2024
Tennis coach
Self-employed
07.2021 - Current
Hostess
Plateia kitchen & bar
04.2020 - 06.2021
Barista
Starbucks
11.2019 - 03.2020
Tennis coach
Monolith
06.2016 - 06.2019
Sales General Manager
NetTvPlus
06.2015 - 06.2019
High School Diploma -
Law School "Dimitrije Davidovic"
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