Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tracy Yarbrough

Lorena ,TX

Summary

Insightful Insurance Sales Agent bringing 30 years of insurance product and policy management expertise to growing organization. Focused and analytical with passion for client satisfaction and team goal achievement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

24
24
years of professional experience

Work History

Direct Life Insurance Agent

Nationwide Insurance
05.2011 - 07.2020
  • Receive inbound calls to provide Life insurance quotes for Term Whole and Universal Life policies
  • Make outbound calls to prospective clients to sell Life Insurance Policies
  • National Retention Agent - Make outbound calls to current members for retention related activities
  • Receives inbound calls from current members to provide policy reviews and cross sell additional products
  • Receives inbound calls from prospective members to provide quotes on new business
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Resolved problems, improved operations and provided exceptional service
  • Maintained excellent attendance record, consistently arriving to work on time
  • Adhered to social distancing protocols and wore mask or face shield
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Personal Banker

Citi Bank
01.2011 - 04.2011
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Expanded client base by promoting new financial products.
  • Built client rapport to ensure consistent satisfaction and loyalty.
  • Established rapport with new clients to increase satisfaction and loyalty.

Telesales Representative

Physicians Health Choice
10.2010 - 12.2010
  • Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Answered inbound telephone calls from interested customers.
  • Overcame objections using friendly, persuasive strategies.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.

Customer Support Advisor

Chase Credit Card Services
08.2009 - 10.2010
  • Responded to customer requests for products, services and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.

Claims Representative

Nationwide Insurance
03.2009 - 08.2009
  • Evaluated accuracy and quality of data entered into agency management system.
  • Checked level and type of coverage and evaluated contracts.
  • Interviewed policyholders to verify information and obtain additional details.
  • Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to all issues.

Sales Representative

USAA
04.1997 - 02.2009
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Utilized various sales techniques to develop relationships with customers and drive sales.
  • Adapted sales techniques to specific clients and promoted products based on individualized client needs.
  • Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
  • Recommended accurate and effective solutions to customers after identifying problems.

Investment Service Representative

USAA
01.2009 - 01.2009
  • Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.

Call Quality Coach/Quality Analyst

USAA
01.2004 - 01.2008
  • Developed and maintained quality assurance procedure documentation.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.

Life and Health Sales Representative

USAA
01.1999 - 01.2004
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Worked with prospective and current customers to understand needs and provide exceptional service and solutions.

Sales and Service Representative

USAA
01.1998 - 01.1999
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Provided information about company products and services, and capitalized on upsell opportunities.

Customer Service Representative

USAA
01.1997 - 01.1998
  • Evaluated customer account information to assess current issues and determine potential solutions
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Liberal Arts

Saint Leo University

Skills

  • Experienced Nationwide Direct Life Insurance Agent
  • Strong Underwriting and Quality Skills
  • Willingness to provide Coaching and Feedback
  • Ability to influence and motivate others
  • Engaged and respected by Peers from all business units
  • Flexible and adaptable
  • Strong verbal and written communication skills
  • Detail Oriented
  • Self Motivated
  • Ability to work as one team
  • Excellent decision making ability
  • Strong Organization Skills
  • Life and health insurance products
  • Ability to accept direction
  • Insurance regulations knowledge

Additional Information

  • LICENSES AND CERTIFICATIONS Texas Department of Insurance - Casualty and Property License Texas Department of Insurance - Life and Health License (active) 2004 Registered Health Underwriter -2005 Certified Retirement Planning Counselor - 2006 INS 21, 22 and 23AIS (Delivering Insurance Services)Toastmasters (Competent Communicator - 2006, RECOGNITIONS AND AWARD , Life University Qualifier - 2012- 2017Awards & Recognition trip-2014-2016

Timeline

Direct Life Insurance Agent

Nationwide Insurance
05.2011 - 07.2020

Personal Banker

Citi Bank
01.2011 - 04.2011

Telesales Representative

Physicians Health Choice
10.2010 - 12.2010

Customer Support Advisor

Chase Credit Card Services
08.2009 - 10.2010

Claims Representative

Nationwide Insurance
03.2009 - 08.2009

Investment Service Representative

USAA
01.2009 - 01.2009

Call Quality Coach/Quality Analyst

USAA
01.2004 - 01.2008

Life and Health Sales Representative

USAA
01.1999 - 01.2004

Sales and Service Representative

USAA
01.1998 - 01.1999

Sales Representative

USAA
04.1997 - 02.2009

Customer Service Representative

USAA
01.1997 - 01.1998

Liberal Arts

Saint Leo University

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