Summary
Overview
Work History
Education
Skills
Timeline
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Thomas Casillas

Spring

Summary

Dynamic Customer Success Agent with a proven track record at Spring Insurance Solutions, adept at enhancing client retention through exceptional service and creative problem-solving. Skilled in client relationship management and developing tailored success plans, I consistently exceed expectations while fostering loyalty and trust among clients. I also have a wealth of experience and knowledge with customer service as well as insurance in general and I am excited for the opportunity to share this with my fellow employees.

Overview

16
16
years of professional experience

Work History

Customer Success Agent

Spring Insurance Solutions,LLC
09.2021 - Current
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Mentored junior agents, providing guidance and support to help them develop their skills and achieve success within the company.
  • Delivered exceptional customer service by actively listening, empathizing, and offering tailored solutions to client concerns.
  • Enhanced client retention by providing ongoing support and maintaining strong relationships.
  • Boosted company reputation by consistently delivering high-quality services that exceeded client expectations.
  • Developed customized success plans for clients based on their unique needs, goals, and challenges.
  • Championed a customer-centric mindset within the company by consistently advocating for clients'' best interests in all decision-making processes.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Insurance Agent

Kennedy Insurance Agency
05.2009 - 07.2021
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Managed a small team of employees
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.

Education

No Degree - Psychology

University of Texas At Tyler
Tyler, TX

Skills

  • Creative problem-solving
  • Brand recognition strategies
  • Effective email correspondence
  • Pipeline management
  • Strategies for maintaining client loyalty
  • Client training
  • Sales enhancement skills
  • Exceptional customer service
  • Client relationship management
  • Critical thinking abilities
  • Detail-oriented approach
  • Proficient in managing multiple tasks

Timeline

Customer Success Agent

Spring Insurance Solutions,LLC
09.2021 - Current

Insurance Agent

Kennedy Insurance Agency
05.2009 - 07.2021

No Degree - Psychology

University of Texas At Tyler

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