Desiree Bratton Email & Phone Number

Sugar Land, Texas, United States

• Develop new accounts, quote new business coverage, maintain existing accounts, cross-selling existingaccounts, and forwarding submission packages to the appropriate carrier• Discuss and recommend coverage, request and making policy changes, taking claims information,verifying account information, answering customers’ questions, and generating the appropriatedocuments• Accurately maintains all customer information in the computer system (AMS360)• Know the various company products, underwriting requirements, binding authority, policy forms, ratingsoftware programs (upload & download), and competitiveness in the marketplace• Speaks with customers and company personnel on the phone or in person during office visits andresponding to all written correspondence• Issuing the proper insurance verification documents to the insured (auto id, certificates, etc.)• Resolving customer problems & complaints (with assistance/direction from manager as needed)• Provide company product, coverage, and rate training to other agency personnel as needed• Assist with answering phones and other general office duties as may be required

• Develop new accounts, quote new business coverage, maintain existing accounts, cross-selling existingaccounts, and forwarding submission packages to the appropriate carrier• Discuss and recommend coverage, request and making policy changes, taking claims information,verifying account information, answering customers’ questions, and generating the appropriatedocuments• Accurately maintains all customer information in the computer system (AMS360)• Know the various company products, underwriting requirements, binding authority, policy forms, ratingsoftware programs (upload & download), and competitiveness in the marketplace• Speaks with customers and company personnel on the phone or in person during office visits andresponding to all written correspondence• Issuing the proper insurance verification documents to the insured (auto id, certificates, etc.)• Resolving customer problems & complaints (with assistance/direction from manager as needed)• Provide company product, coverage, and rate training to other agency personnel as needed• Assist with answering phones and other general office duties as may be required

San Antonio, Texas, United States

• Gathered information and close on product sales demonstrating intermediate skills and knowledge ofUSAA products and benefits.• Identified member events to provide solutions on products and close on product sales that meet themember's needs and facilitate the member's financial security.• Empathized with members and provide offers & solutions to make it easy for members to acquire aUSAA product.• Assisted members with complex quotes, binding new business, rating questions, billing and paymentconcerns, contract and coverage provisions and premium changes for the home insurance products.• Handled the respective trailing documents for all states.• Effectively operated in a contact center environment and navigated multiple systems/programs whilemaintaining an engaging member interaction

San Antonio, Texas, United States

• Answered simple or basic inbound phone calls from policyholders, agents, third parties, and businesspartners who are inquiring about insurance products, primarily on a single billing account.• Reduced customer call backs by creating a simple, hassle-free interaction for the caller.• Made policy changes, answered policy and billing questions, took payments, and provided requesteddocumentation.• Completed and processed all necessary forms. Followed up for necessary documents in order to processrequested changes.• Participated in technical and customer service skills training to stay aware of current and bestpractices.• Diagnosed customer issues and provided solutions using a structured thought process to achieveresults while balancing customers’ needs with company guidelines• Performed other duties as assigned.• Checked to ensure that appropriate changes were made to resolve customers' problems.• Contacted customers in order to respond to inquiries or to notify them of claim investigation resultsand any planned adjustments.• Referred unresolved customer grievances to designated departments for further investigation.