Celeste Dunlap Email & Phone Number

Focused on retaining customers by employing assumptive save, quoting, and troubleshooting techniquesAchieved top 5% of CPT for above average Save Rates, and for exhibiting exemplary call behaviors with customersHandled policy rewrites for agency customers, particularly when they move out of state, ensuring seamless continuity in their coverageAdditionally, provided expert coverage counseling for agency customers, addressing their needs across various products including auto, boat, motorcycle, motor home, and snowmobile insuranceActively contributed to team success by collaborating on group projects, such as developing newsletters, mentoring peers during up-skill training sessions, and leading team meetings to drive continuous improvement and knowledge sharingAgency FAO trained.

Effectively identified the customer's motive for contacting us, ensuring a deep understanding of their insurance needsActive listening allowed me to advocate for Progressive's products and services, employing benefits selling to highlight the advantages and unique value offeredThrough cross-selling, further promoted additional Progressive products and services that may benefit the customerRenters ASI trained.

Handled customer inquiries, payments and service requests.Generated and formatted invoices through Excel with sales tax data and payments made.Processed Insurance estimates, prepared correspondences, and completed required documentation.Ran payroll for 20 employees and distributed checks according to corporate specifications.Prepared year-end tax documents for employees, including W-2 forms.Adhered to department policies and procedures to encourage successful internal and external audits.

Trained and mentored new employees in various aspects of insurance industry, improving overall team performance.Responsible for the agents LOA, Disability and FMLA case management.Monitored employee performance through regular evaluations while providing constructive feedback aimed at professional development.Conducted regular team meetings to discuss progress, address concerns, and provide updates on company policies.

Achieved 100% customer service satisfaction within the first two months and ranked #1 out of 250 agents in the Call Center, excelling in metrics such as attendance, average handle time, and call qualityDeveloped new policy quotes and explained requirements and limits to potential policyholders.Created job aids, reference guides, and other resources for learners.

Worked alongside General Motors executives and opened a new department at 3 different dealership locations in Southern CaliforniaCreated CRM solution reports that assisted the dealership managers to view customer interactions on leads and various service reports for positive equity in vehicles to trade-inManaged complex projects with high level of organization, time management and attention to detail.Utilized SQL to developed packages, automating data pulls and cleansing of data from various sources including CRM, GM Financial, and Route 0ne, increasing efficiency by 17%

Intake of customers collision leads through Fix-It Auto softwareCreated estimates through Mitchell with proper sublets if neededAs the point of contact for all StateFarm Insurance customers I would update them via photos during the repair stages.

Bachelor Of Science, Business Management

Financial Planning Certificate