Experienced Service Manager with a solid record of leading a team of 9licensed insurance agents to exceed team expectations, and to create anoutstanding customer experience with a focus on retention. I Inspire andencourage education, goal planning, and career development of teammembers.• Mitigate risk and fulfill strict deadlines by designing and optimizingcompliance driven procedures for the department.• Collaborated with diverse groups of people and all levels of management.• Established an inclusive environment by integrating team meetings utilizing video conferencing between Minnesota and Arizona that successfully bridged the two sites and created a more collaborative team culture• Developed and implemented risk mitigation tools that deliver clear direction and expectations to team members by satisfying the needs of both the business and the customer.• Optimized job aids and processes while working with compliance to simplify service agents’ processes.• Managed a successful team of 21 insurance agents through effective coaching to ensure excellent customer experiences which increased customer retention.• Utilized meetings and huddles to educate the team on job aids and procedures to minimize risk• Designed process and kept agents accountable to customer ownership practices. • Piloted and implemented Peer Call Development by collaborating with another manager and utilizing agents to create a program where agents listen to recorded calls to give positive and constructive feedback to each other. This proved successful as best practices were shared and utilized across the department. • Led a successful Community Support campaign in 2017 resulting in 73% department participation in donations.• Participated in Our Voice Council by collecting feedback from team members and collaborating with senior leadership to support our Q12 initiatives. • Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and One Note.

Promoted as a team lead. Lead a team of 30 Insurance service reps. Trained maintenance and service of new and renewal business in an accurate and timely manner. Helped customer service representatives utilize corporate database systems, and provide quality service to internal and external customers efficiently with a emphasis on retention.

• Provide compliance, sales, and carrier difference coaching for less experienced sales reps.• Spokesperson for Q12 Learning and Development Team.• Resolve complex inquiries and complaints from customers; performing research to resolve issues.• Assess customer needs and negotiate with carriers to obtain favorable coverage and rates. • Responsible for providing marketing to meet the routine insurance needs of customers. • Develop and maintain in-depth knowledge of the insurance market place. • Develop and maintain productive relationships with carriers and provide products/placement recommendations. • Researched complex inquiries and complaints from customers to ensureprompt resolution with an emphasis to exceed customer expectations.• Educated Wells Fargo customers about risk and offered solutions to complex insurance scenarios.• Consistently ranked in the top 10% for monthly insurance sales.• Promoted to premier sales agent within one year to assist affluent customers.

• Interact with current and prospective clients on a daily basis to manage customer service issues • File claims and act as a liaison between the adjusters and the client• Handle a caseload of 25 renewals per month• Research and write Personal, Commercial, Life, individual and group Health Insurance policies. Worked to ensure lowest rates with the most comprehensive coverage possible to fit individual needs.• Collaborate with the company president to develop strategic cross-selling methodologies.Implement benefit packages for small businesses• Agency relationship manager and technical support for 29 agencies statewide.• Handled a caseload of up to 100 pending new personal and commercial sales proposals per month; averaging a 75% closing ratio and a 50% referral rate.• Developed, piloted and implemented a new agency process by the use of a remote server thru AMS 360 and EZLynx creating a paperless agencyagencies across the state of MN relating to product knowledge of over 80 contracted Insurance companies.• Responsible for new agency implementation training on AMS 360 and EZLynxProvide onsite training and support.• Conduct procedural workflow optimization seminars• Provide IT support for the Agency

• Developed, piloted and implemented a new agency process by the use of a remote server thru AMS 360 and EZLynx creating a paperless agency.• Agency relationship manager and technical support for 29 agencies statewide.• Assessed end user needs and conducted procedural workflow optimization seminars.• Successful sales broker with a $843,000 book of business and excellent loss ratio of less than 15%. • Serviced a book of business with over $1,000,000 in premium by remarketing and service retention efforts. • Experience with Personal, Commercial, Life, Individual, and Group Health insurance policies. • Filed claims; acted as a liaison between adjusters and customers• Managed a caseload of up to 100 new personal and commercial sales proposals per month.• Averaged a 73% closing ratio and a 50% referral rate.• Conducted an agency book-roll to an independent brokerage; attaining a 75% policy retention within a 24 month period• Serviced a $1.1 million book of business• Developed and piloted a paperless agency by implementing the use of a remote server thru AMS 360

Conduct hiring interviews and negotiate employee salariesFacilitate new employee orientationPerform 90-day and annual employee reviewsCoordinate employee benefit packageManaged bi-weekly payroll for 75 employees Reconcile daily sales transactions and submit bank depositsAlcohol, Tobacco, and Firearms ManagerReviewed Firearm sales and field applications for federal complianceConduct monthly firearm audits for over 1200 firearmsCertified Firearms Safety Instructor

Acted as a captive agent by quoting and selling all Personal, Commercial, Life, and Health Insurance policies.Managed customer Service issues and filed ClaimsServiced a $1.5 million book of businessResponsible for agency marketing and client base development/expansion