Traci Rashford
Vail,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in Sales/Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Professional in agency development, dedicated to driving strategic growth and fostering impactful relationships. Extensive experience in managing agency partnerships and delivering successful marketing campaigns. Known for collaborative teamwork, adaptability, and results-driven approach, with key skills in strategic planning and client management.
Results-driven professional with strong background in agency development and management. Skilled in strategic planning, client relationship building, and driving team collaboration to achieve business goals. Known for adaptability and reliability, with focus on delivering impactful results in dynamic environments. Proficient in leveraging market insights, optimizing performance, and implementing effective growth strategies.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Agency Development Manager
Colonial Life
09.2025 - Current
- Analyzed market trends to identify opportunities for expanding agency network and service offerings.
- Established performance metrics to evaluate agency success and drive continuous improvement initiatives.
- Coordinated marketing campaigns aimed at increasing agency visibility and attracting new clients.
- Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
- Answered phone calls and e-mails regarding inquiries and arranged meetings for official business.
- Approved staff hiring, termination, promotions and department transfers.
- Maintained personnel files and regularly conducted audits to verify accuracy of information.
- Protected client and co-worker confidentiality, maintained data privacy compliance and adhered to HIPAA restrictions.
- Assisted in recruiting top talent for the agency, leading to a stronger team capable of exceeding targets consistently.
- Developed strong relationships with key partners to enhance overall business performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Implemented innovative incentive programs that motivated agents to exceed expectations consistently while improving morale within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Insruance Agent
Morgan Insurance P&C Insurance
07.2025 - 09.2025
- Developed customized insurance solutions based on client needs and risk assessments.
- Educated clients on policy options, coverage details, and claims processes.
- Conducted regular policy reviews to ensure optimal coverage and retention.
- Implemented strategic marketing initiatives to expand client base and enhance visibility.
- Built strong relationships with clients through consistent communication and excellent customer service.
- 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.
Financial Advisor
New York Life Insurance Co
10.2024 - 02.2025
- Developed tailored financial plans aligning with client goals and risk tolerance.
- Analyzed market trends to provide informed investment recommendations.
- Cultivated strong client relationships through regular communication and personalized service.
- Mentored junior advisors on financial strategies and compliance protocols.
- Conducted thorough risk assessments to mitigate potential investment losses.
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
Insurance Agent
AllState
03.2023 - 10.2023
- Developed customized insurance solutions to meet diverse client needs.
- Analyzed policy options and provided recommendations based on client assessments.
- Cultivated long-term relationships with clients, enhancing retention rates.
- Educated clients on coverage details, claims processes, and risk management strategies.
- Streamlined claims processing procedures to improve efficiency and satisfaction.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
Sales and Marketing Manager
Brookdale Assisted Living
01.2022 - Current
- Integrated communications campaigns to create awareness, develop pipeline and bring in new customers.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Directed and coordinated products, services and sales activities.
- Resolved customer complaints regarding sales and service.
- Determined price schedules and discount rates.
Customer Service Representative
Penhalluricks/True Value/Express Building Supply
09.2019 - 02.2022
- Flooring sales/Contractor sales/General sales
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming telephone calls to provide store, products and services information.
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Resolved customer inquiries and complaints to enhance satisfaction and loyalty.
- Processed service orders efficiently using CRM systems to improve response times.
- Developed training materials for onboarding new customer service representatives.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Outdoor power and repair
06.2018 - 07.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Store Manager
Sleep Country USA
10.2012 - 02.2015
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Monitored employee performance and identified performance gaps for corrective action.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Led store operations, ensuring compliance with company policies and procedures.
- Developed and maintained team schedules to optimize staffing efficiency.
- Trained and mentored staff on product knowledge and customer service techniques.
- Implemented inventory management strategies to reduce stock discrepancies.
- Enhanced sales performance through targeted merchandising and promotional displays.
- Conducted regular performance evaluations, fostering employee growth and development.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Supervised guests at front counter, answering questions regarding products.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
Education
High School Diploma -
Ephrata High School
Ephrata, WA06.1995
Skills
- Credit Card Payment Processing
- Report Generation
- Report Creation
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Upbeat and Positive Personality
- Creative Problem Solving
- Responding to Difficult Customers
- Upselling Products and Services
- Order and Refund Processing
- Multitasking and Prioritization
- Verbal and Written Communication
- Multitasking and Organization
- Team Building and Leadership
- Documentation and Reporting
- Sales Strategies
- Business Leadership
- Goal Setting
- Team Leadership
- Sales Promotion
- Sales Tracking
- Recruitment strategies
- Sales management
- Marketing expertise
- Negotiation tactics
Certification
Currently hold Insurance Licenses in WA and AZ for:
P&C
Life and Health
Timeline
Agency Development Manager
Colonial Life
09.2025 - Current
Insruance Agent
Morgan Insurance P&C Insurance
07.2025 - 09.2025
Financial Advisor
New York Life Insurance Co
10.2024 - 02.2025
Insurance Agent
AllState
03.2023 - 10.2023
Sales and Marketing Manager
Brookdale Assisted Living
01.2022 - Current
Customer Service Representative
Penhalluricks/True Value/Express Building Supply
09.2019 - 02.2022
Customer Service Representative
Outdoor power and repair
06.2018 - 07.2019
Store Manager
Sleep Country USA
10.2012 - 02.2015
High School Diploma -
Ephrata High School
Education and Training
other