Thea Duke
Council Bluffs,IA
Summary
Hardworking account manager with several years of experience working directly with clients to service accounts. Expert at communication and applying targeted salesmanship techniques to achieve sales goals. Successful at increasing revenue with new accounts while maintaining relationships with existing ones.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Account Manager
Smith Davis Insurance
Council Bluffs, IA
03.2025 - Current
- Managed client accounts to strengthen relationships with policyholders, ensuring retention and satisfaction.
- Analyzed client needs and recommended appropriate insurance products and services.
- Coordinated policy renewals while providing timely updates on coverage options, ensuring clients remained informed and engaged.
- Resolved client inquiries and issues promptly, contributing to higher customer satisfaction ratings.
- Resolved customer complaints in a timely manner.
- Collaborated with underwriting teams to assess risk and determine policy terms.
- Conducted regular reviews of client accounts to ensure compliance with industry regulations.
- Managed multiple accounts simultaneously while meeting deadlines.
Train Conductor
Union Pacific
Council Bluffs, Iowa
05.2024 - 02.2025
- Operated trains safely along designated routes and schedules.
- Coordinated with dispatchers to achieve on-time departures and arrivals.
- Monitored train systems to uphold operational efficiency and ensure safety compliance.
- Communicated effectively with crew members during daily operations.
- Conducted pre-trip inspections of trains to ensure safety standards.
- Maintained precise records of train movements and incidents to support operational accountability.
Account Manager
Stillwater Insurance Group
Omaha, USA
01.2022 - 04.2024
- Opened new accounts for clients.
- Utilized connections and onboarding process to strengthen customer relationships
- Efficiently process customer requests, including but not limited to, account maintenance, check Orders, stop payments, ATM/Check Card disputes, balance inquiries, balance transfers, etc.
- Promoted BancFirst services by cross-selling banking products to enhance client engagement
- Provide extraordinary customer service at all times
- Organized and managed legal documents for easy retrieval
- Perform other job related duties and projects as assigned
Unemployment Claims Specialist (Adjudicator I)
State of Nebraska Department of Labor
Omaha, USA
02.2021 - 12.2021
- Analyzed benefit claims to obtain the necessary information to write legal formal determinations of benefit eligibility.
- Investigated and established overpayments of benefits to claimants to ensure that unauthorized benefits are not paid and to comply with legal requirements relative to payment of Unemployment Insurance Benefits.
- Conducted interviews with claimants to assess and confirm ongoing eligibility for unemployment insurance benefits.
- Identified barriers to employment, verified work search compliance, and referred claimants to reemployment services at One Stop offices.
- Six months experience assisting claimants with their regular Unemployment, UCX, UCFE, and CWC claims; process all types of unemployment insurance initial claims by guiding and coaching individuals through the claims process.
- Created and updated NEworks registrations and resumes for claimants.
- Retrieved, reviewed and updated claimant and employer information utilizing computer database inquiries and computer data entry skills.
- Adhered to State, Department of Labor and UI Division policies and procedures.
Postal BRM Clerk
United States Postal Service
Omaha, USA
01.2017 - 01.2021
- Weighed letters and parcels, computed mailing costs based on type, weight, and destination, and affixed correct postage.
- Checked mail for correct postage and ensured packages and letters were in proper condition for mailing.
- Sorted incoming and outgoing mail by type and destination using hand and electronic mail-sorting devices.
- Answered inquiries on mail regulations, procedures, postage rates, and post office boxes.
Insurance Agent
AAA
Omaha, USA
01.2016 - 12.2016
- Consulted with prospective clients to discuss and understand their insurance needs.
- Determined clients' particular needs and financial situations by scheduling fact-finding appointments and determining the extent of present coverage and investments.
- Ascertained clients' long-term goals. Developed a coordinated protection plan.
- Educated clients on diverse insurance products, coverage types, and benefits to help them make informed decisions.
- Calculated premium quotes using the information gathered.
- Cultivated strong client relationships to enhance trust and facilitate ongoing communication.
- Communicated with clients to identify changing needs in services, property, or account information.
- Streamlined administrative processes to ensure efficient daily operations and client service support.
Insurance Agent
GEICO
Honolulu, USA
02.2013 - 12.2015
- Consulted with prospective clients to discuss and understand their insurance needs.
- Cultivated strong relationships with clients to enhance trust and facilitate effective insurance solutions.
- Determined clients' particular needs and financial situations by scheduling fact-finding appointments and determining the extent of present coverage and investments.
- Identified clients' long-term goals and created tailored protection plans to align with their financial objectives.
- Discussed a variety of insurance products, the different coverage types, and the benefits of each plan.
- Collected information such as location, value, and the outstanding debts about the property to be insured.
- Calculated premium quotes using the information gathered.
- Maintained ongoing communication with clients to proactively address evolving needs in services and coverage.
Sales Consultant
AMERICAS MATTRESS
Honolulu, USA
03.2011 - 01.2013
- Proven track record of sales achievements and meeting or exceeding sales targets.
- Excellent customer service and interpersonal skills for building relationships and repeat business.
- Strong knowledge of furniture products, brands, materials and current design trends.
- Ability to perform product demonstrations, spatial planning, and provide excellent advice on furniture selection.
- Organized and presented merchandise to stimulate continuous sales.
- Collaborated with retail representatives to enhance product presentation and advertising collateral, contributing to increased sales.
- Experience with sales software, POS systems, and inventory management tools.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Used comprehensive product knowledge to guide and advise customers looking to furnish an entire home.
Sales Consultant
Raymour & Flanigan Furniture
Exton, USA
07.2007 - 02.2011
- Proven track record of sales achievements and meeting or exceeding sales targets.
- Excellent customer service and interpersonal skills for building relationships and repeat business.
- Strong knowledge of furniture products, brands, materials and current design trends.
- Ability to perform product demonstrations, spatial planning, and provide excellent advice on furniture selection.
- Experience with sales software, POS systems, and inventory management tools.
- Organized and presented merchandise to enhance customer experience and support ongoing sales.
- Collaborated with retail representatives to improve product presentation and advertising collateral, contributing to increased sales.
- Trained and developed new sales team associates in product knowledge, selling techniques, and company procedures to strengthen team effectiveness.
- Used comprehensive product knowledge to guide and advise customers looking to furnish an entire home.
Education
Some College (No Degree) - Business
University of Nebraska At Omaha
Omaha, NESkills
- Client account management
- Client engagement
- Account growth strategy
- Sales
- Client retention
- Upselling
- Customer relationships
- Insurance knowledge
- Policy analysis
- Time management
- Team collaboration
- Problem solving
- Effective communication
- Goal oriented
Certification
- Property & Casualty Insurance License/Issuing State: IA/License ID:6616196
Timeline
Account Manager
Smith Davis Insurance
03.2025 - Current
Train Conductor
Union Pacific
05.2024 - 02.2025
Account Manager
Stillwater Insurance Group
01.2022 - 04.2024
Unemployment Claims Specialist (Adjudicator I)
State of Nebraska Department of Labor
02.2021 - 12.2021
Postal BRM Clerk
United States Postal Service
01.2017 - 01.2021
Insurance Agent
AAA
01.2016 - 12.2016
Insurance Agent
GEICO
02.2013 - 12.2015
Sales Consultant
AMERICAS MATTRESS
03.2011 - 01.2013
Sales Consultant
Raymour & Flanigan Furniture
07.2007 - 02.2011
Some College (No Degree) - Business
University of Nebraska At Omaha