Terrance Morgan
Detroit,MI
Summary
Experienced Insurance and Member Relations Specialist with a strong background at Auto Club Group AAA, specializing in policy management and exemplary customer service. Demonstrated ability to cross-sell products and resolve complex issues, resulting in enhanced customer satisfaction. Proficient in software navigation and effective communication, consistently surpassing targets while nurturing client relationships. Committed to leveraging expertise to drive continued success in member engagement.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Insurance and Member Relations Specialist
Auto Club Group AAA
Dearborn, MI
04.2008 - 01.2025
- Provided insurance quotes and service change requests from specialty products, such as motorcycles, boats, and umbrella policies.
- Assisted other agents and customer advocates with policy procedures, issues with the quoting process, and other product concerns.
- Contacted customers on behalf of the companies' underwriting department regarding policy concerns and risk exposures not covered under their policy.
- Resolved customer service issues by responding promptly to inquiries from members.
- Offer other products and services that may meet the customer needs as applicable.
Sales and Service Agent
Auto Club Group AAA
Dearborn, MI
10.2002 - 04.2008
- Assist members with policy inquiries, changes, additions, and payments in a fast-paced call center environment.
- Offered quotes for other AAA products (auto or home insurance).
- Provided assistance in other departments due to high call volume.
ERS Customer Service Advocate
Auto Club Group AAA
Dearborn, MI
07.1995 - 10.2002
- Receive inbound calls from members in need of emergency road service for their disabled vehicles.
- Locate a service provider to provide assistance, and follow up on the status to ensure the customer was assisted in a timely manner.
- Reroute the dispatched service if the provider was delayed or unable to complete the service.
- Work irregular hours to include overtime, weekends, and holidays.
Education
Some College (No Degree) - Business Administration
University of Detroit-Mercy
Detroit, MISkills
- Customer service
- Policy management
- Insurance quoting
- Cross-selling products
- Conflict resolution
- Effective communication
- Time management
- Product sales
- Issue resolution
- Product recommendations
- Call center experience
- Software navigation
- Written communication
Certification
- Currently licensed in several states in property and casualty insurance.
- Completed requirements for the Program in General Insurance.
- Assigned to the MSC-Insurance Council of Excellence
- Received numerous awards in providing Outstanding Customer Service to my customers
References
References available upon request.
Timeline
Insurance and Member Relations Specialist
Auto Club Group AAA
04.2008 - 01.2025
Sales and Service Agent
Auto Club Group AAA
10.2002 - 04.2008
ERS Customer Service Advocate
Auto Club Group AAA
07.1995 - 10.2002
Some College (No Degree) - Business Administration
University of Detroit-Mercy