Dawn Huff Email & Phone Number

Roseville, Ca, Us

Pleasanton, Ca, Us

Austin, Texas, Us

Led territory sales of large insurance General Agency; primarily sold products related to in Non-standard auto policies, successfully grew territory sales over 50% and responsible for 35% of total company sales, and kept overall loss ratio’s consistent. Met with 200+ broker offices each quarter to provide council and advice in improving sales and service performance, utilized phone, email, and social media to communicate and coach team; allowed for more impactful relationships with brokers, enabling strong growth through tenure. Partnered with agencies to introduce new operational improvements to curb poor performance, introduced new software and commission based sales tools; improved quality of business, lowered loss ratios, and reduced commissions while brokers were able to charge higher fees. Implemented new proprietary products and marketing services related to flex rating, integrated marketing rewards, payment texting, and online underwriting tools, led trainings, and post-launch support for all tools; new solutions vastly improved customer satisfaction and sales. Led trainings for broker, producer, and customer service professionals, focused on underwriting policies and procedures for 9 products and utilizing comparative rating and company software; lowered underwriting errors 35% and reduced commission costs 20%.Researched and identified opportunities to onboard new brokers, developed relationships with partners, and actively recruited new employees; worked directly with senior management to share market updates to improve recruiting efforts. Led efforts at industry trade shows and conventions, acted as liaison with logistics personnel, developed signage and marketing collateral, and represented company on exhibitor floor; presence enabled stronger relationships with broker base, improved knowledge of competitor practices, and identified potential business partners.

Led technical and customer service department of software provider partnering with national insurance companies and brokers; managed team of 40 customer service reps, led projects to improve service standards, and addressed escalated and sensitive issues. Developed, implemented, and upheld customer service policies and procedures including coverage schedules, call scripts, escalation practices, and call monitoring; successfully reduced hold times by 40%, reduced number of escalated issues, and minimized number of official complaints. Led weekly team and regular one-on-one meetings, addressed systemic and personnel issues, and maintained open door policy; new evaluation and performance management actions improved employee job satisfaction, and increased retention in department. Spearheaded long-term projects to improve quality of service, productivity, and profitability, launched new training initiatives, computer and phone systems, and operational updates.Handled complex and escalated customer service issues, Reviewed and resolved customer complaints, and document resolution actions.

Us

Ranked in top 3% in sales volume and profitability within first month of employment.