Don Michalec Email & Phone Number

San Antonio, Tx, Us

San Antonio, Tx.

Penn Global Marketing, San Antonio, TX 6/2024 - • Manage accounts for clients needing Life, Health and Medicare insurance.• Solicited new policies for coverage.• Anticipated client’s needs and proactively initiated communication and resolution through in person visits, calls and emails• Maintains client and policy information in the customer management system including policies, endorsements,new business, as well as any other important information• Met with clients and underwriters about client information and policies

San Antonio, Texas Metropolitan Area

🔹 Supported multiple lines of business within property and casualty (P&C), umbrella, homeowners, renters, and valuable personal property. Managed agency and claims with a focus on productivity, efficiency, and timely internal client reporting to drive critical business decisions.🔹 Fostered and managed business relationships to counsel leaders on key approaches and strategies designed that supported and prioritized business objectives as well as USAA’s mission and enterprise goals.🔹 Collaborated to save approximately $7.5M annually over 4 years by identifying issues and investigating information through analysis, and formatted resolutions that supported our clients’ cost saving initiatives.🔹 Improved satisfaction scores to 94% from 77% the prior year by helping to develop a client engagement tool to manage and understand client goals and department strategic objectives.🔹 Provided data analysis and reporting utilizing Excel spreadsheets and other data analysis and management tools.🔹 Created the CRM on-call platform to manage scheduling, workflow, and cross-functional teams. This led to optimal coverage results.🔹 Assisted in multiple member digital communications projects including CRM onboarding, voice of customer (VOC) information gathering, green screen retirement, umbrella modernization, homeowners’ modernization, renters’ modernization, SR-22 digital signature initiative, free text removal effort, and inadequate screen reader tagging

🔹 Collaborated in training new Insurance Specialists.🔹 Enhanced team performance productivity by coaching peers and providing feedback and guidance.🔹 Consistently exceeded performance benchmarks in all metrics.🔹 Volunteered for 2017 Catastrophe (CAT) team for both Hurricane Harvey and Irma, providing support to members in affected areas.

🔹 Retained and deepened membership relationships by knowing members circumstances, understanding their needs, and providing solutions.🔹 Specialized in thoroughly reviewing competitor’s contracts to retain and educate customers on contract differences.🔹 Consistently exceeded performance benchmarks in all metrics.

🔹 Licensed in auto, advanced auto, rental, fire, and homeowners policies servicing member needs in a high volume call center.🔹 Consistently exceeded all metrics.🔹 Reviewed member coverages and recommended products to protect and enhance the members’ financial security.

San Antonio, Texas, United States

🔹 Award winning team leader with 22 years of management experience in a high-volume call center. Known for bringing a high degree of emotional intelligence to high stress situations, maintaining high team engagement, and delivering above-plan results.🔹 Led a team of 9 supervisors and 166 representatives.🔹 Developed a team leader support model that enhanced leadership skills.🔹 Legislative awareness member that traveled to Washington D.C. to understand how legislative initiatives affected the airline and other industries. Attended multiple conferences and training sessions promoting the airline industry.