• Execute on retail strategies and tactics to increase the Preferred Program households, fulfill customer needs, provide an excellent customer experience, while removing roadblocks to achieve goals.• Build deep relationships with customers to earn status as trusted advisor by leveraging our consultative sales and service process.• Demonstrate ability to simplify and communicate complex financial concepts.• Maintain the sales and service environment by actively participate in financial center huddles and meetings to support the sales and motivational activities. Provide guidance to the Financial Center team in the referral/sales process with a specific focus on Preferred customers.• Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.• Consistently meet or exceed brokerage sales and referral goals as set by management, working in partnership with Investment Executive.• Initiate and maintain customer and prospect contact through a variety of methods, including but not limited to customer interaction in the financial center, telemarketing, and leading and/or participating in various seminars and community events.• Keep current on activity within business industry and economic environment to enhance ability for anticipated needs of the customer, and proactively providing new solutions for current and future financial needs.

· Managed business operations of a large scale insurance and financial services agency with over 7000 policies · Optimized workflow to make agency more efficient which contributed to significant growth and higher retention· Responsible for 10% annual growth of agency and reduced lapse/cancellation ratio to lowest in company history· Hired, trained, developed and supervised staff to meet sales goals and to meet service standards· Held weekly huddles and monthly meetings to help motivate and support staff to achieve office goals

· Provided prompt, accurate, and friendly customer service. Service included responding to inquiries regardinginsurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification· Established customer relationships, built rapport, and remained in constant contact to answer inquiries· Used a customer-focused, needs-based review process to educate customers about insurance options· Maintained a strong focus and work ethic to continuously improve customer relations and product knowledge

· Investigated, evaluated, negotiated, and settled auto insurance claims in a large team-based setting· Used high degree of technical & logical knowledge in estimating damages & negotiating settlements· Worked in fast paced, high stress conditions in a high-volume call center atmosphere with no supervision· Worked as part of multiple teams to help accomplish service goals & supervise/advise 130 team members withtechnology-based questions including Microsoft Office Suite & troubleshooting dynamic web-based applications· Acted as technology liaison to improve work efficiency of floor of 130 team members especially new employees· Worked as part of team with largest growth in company history in zone with highest call volume and demand

• Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification.• Answered and directed phone calls for office staff and processed payments for current & prospective policy holders• Troubleshooting all electronics hardware and software in office such as computers, printers, scanners, fax machines, servers, cameras (including webcams), cell phones, Microsoft Office suite and many other applications