Victoria Coleman
Racine
Summary
Knowledgeable individual with more than 18 years’ experience working as a licensed insurance representative. Determined and experienced in understanding P&C and Life insurance products along with the claim process. Looking to expand my knowledge in the Underwriting field or continue providing exceptional professional, organizational, and leadership skills; while being able to multi-task under pressure and work well with others from all diverse backgrounds.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer service representative
State Farm Agent's Office
02.2022 - Current
- Servicing and addressing customer inquiries, complaints, and solving problems in a timely and empathetic manner. Submitting policy changes and new applications for current customers, assisting with claim questions, and processing payments.
- Training new hires
Customer Service Representative
State Farm Agent's Office
10.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
State Farm TASP Office
02.2021 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Office Manager (Duel Agency w/Casey Cline)
Paul Salise-State Farm Agency
01.2020 - 02.2021
- Managed office while agent was away. Servicing and addressing customer inquiries, complaints, and solving problems in a timely and empathetic manner. Scheduling reviews and/or appointments with the agent or myself. Assisting staff members with applications and/or policy changes for new customers. Submitting policy changes and new applications for current customers; processing payments.
Office Manager
Casey Cline-State Farm Agency
02.2019 - 02.2020
- Managed office while agent was away. Reviewed customer needs and financial means to determine appropriate policy offerings. Generated sales by recommending policies and add-ons. Scheduled reviews and appointments with agent or myself. Handled PFA for agency.
Life Response Centre Representative
State Farm Corporate
11.2018 - 01.2019
- Call Centre environment, assisting State Farm agents and customers on status updates on new business life applications and also making changes on in force life policies.
Insurance Representative
Havlic and Associates: Allstate Insurance
01.2015 - 09.2018
- Company Overview:
- Agent retired
- Served as the main liaison between customers, management and sales team. Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information. Scheduled reviews and appointments with managers. Contacted customer to follow up on purchases, made suggestions to coverage's, and inform them about new discounts. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Directed calls to appropriate individuals and departments. Oversaw claim recoveries, including subrogation and salvage. Tracked the progress of all outstanding insurance claims.
Insurance Sales Representative
Cary Salm-State Farm Agency
01.2007 - 01.2015
- Company Overview:
- Agent retired
- Reviewed customer needs and financial means to determine appropriate policy offerings. Generated sales by recommending policies and add-ons. Sold auto, home, life and other various insurance products to individuals. Connected with prospective clients by setting appointments to earn business. Serviced and addressed customer inquiries, complaints, and solved problems in a timely and empathetic manner. Oversaw claim recoveries, including subrogation and salvage. Finalized sales and collected necessary deposits.
Education
Master of Arts - Child And Adolescence Psychology
The Chicago School of Professional Psychology
Chicago, IL07-2014
Bachelor of Arts - English
University of Wisconsin Parkside
Kenosha, WI05-2006
Associate of Arts - Journalism
College of Lake County
Grayslake, ILHigh School Diploma - undefined
North Chicago Community High School
Chicago, ILSkills
- Policy quoting and pricing
- Coverage assessments/ detail-oriented/policy understanding
- Knowledgeable in subrogation and arbitration
- Cross-selling and upselling
- Exceptional time management
- Creative problem solver
- Motivated team player
- Strong conflict resolution
- Active listening skills
- Goal-oriented
- Excellent work ethic
- Positive and friendly
Certification
Life and Health Insurance and Property and Casualty
Timeline
Customer service representative
State Farm Agent's Office
02.2022 - Current
Customer Service Representative
State Farm Agent's Office
10.2021 - 02.2022
Customer Service Representative
State Farm TASP Office
02.2021 - 09.2021
Office Manager (Duel Agency w/Casey Cline)
Paul Salise-State Farm Agency
01.2020 - 02.2021
Office Manager
Casey Cline-State Farm Agency
02.2019 - 02.2020
Life Response Centre Representative
State Farm Corporate
11.2018 - 01.2019
Insurance Representative
Havlic and Associates: Allstate Insurance
01.2015 - 09.2018
Insurance Sales Representative
Cary Salm-State Farm Agency
01.2007 - 01.2015
Associate of Arts - Journalism
College of Lake County
High School Diploma - undefined
North Chicago Community High School
Master of Arts - Child And Adolescence Psychology
The Chicago School of Professional Psychology
Bachelor of Arts - English
University of Wisconsin Parkside
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