Erika Mason Email & Phone Number

Phoenix, Az

• Achieved exceptional results by consistently raising net premium performance from $600,000 to over $2 million monthly within 12 months.• Lead a team of 20+ employees, driving performance, administering timecards, and ensuring adherence to quality assurance and compliance standards. • Implementing strategic reporting structures and cadence to drive visibility of key performance indicators (KPIs) and objectives and key results (OKRs).• Conduct regular one-on-one meetings with employees, providing individual coaching and mentoring to enhance their skills and performance.• Conduct thorough quality assurance and compliance assessments, performing two QA forms and two compliance forms per agent per month, ensuring adherence to industry regulations and maintaining high-quality standards.• Introduced innovative coaching techniques, including group coaching and call calibrations, fostering knowledge sharing and best practice dissemination among team members.

Phoenix, Arizona, United States

• Delivered exceptional customer service through inbound and outbound calls, skillfully addressing inquiries, and resolving any unmet needs to ensure customer satisfaction.• Demonstrated a strong sales focus while efficiently servicing existing customers' policies, maintaining a high conversion rate from calls to sales.• Played an active role in an outbound cancel project, effectively engaging with customers to retain their business and minimize policy cancellations.• Proactively pursued professional development by undergoing comprehensive training, enabling assistance in flood and agency departments, thus expanding opportunities for new business.• Consistently surpassed individual sales goals monthly, showcasing a high level of sales acumen and drive for achievement.• Provided valuable guidance to customers on new product offerings, leveraging product knowledge and expertise to assist them in selecting the best insurance solutions that meet their specific needs.

Phoenix, Az

• Demonstrated a positive and enthusiastic approach while engaging with clients and colleagues, consistently maintaining a high level of energy and professionalism.• Responded promptly and accurately to customer inquiries, offering effective solutions and swiftly resolving issues to enhance overall customer satisfaction.• Established professional communication channels with partner agents, providing comprehensive information on products, guidelines, and facilitating successful quote binding processes.• Successfully serviced and sold policies for the California Earthquake Authority, showcasing expertise in managing specific insurance requirements and meeting regulatory standards.• Effectively educated customers, both English and Spanish-speaking, on billing procedures, payment processing, and support policies, ensuring a clear understanding of policies and procedures to promote customer confidence and satisfaction.

Oklahoma City, Oklahoma, United States

• Fostered collaborative relationships with city hall staff and police departments to successfully facilitate the acquisition of license and permit bonds, ensuring compliance with legal and regulatory requirements.• Played a vital role in ensuring the accuracy and compliance of employee documentation by working closely with operating sales managers, providing guidance and support to accurate records.• Demonstrated exceptional organizational skills in efficiently managing housing accommodations for management and sales agents across Oklahoma, ensuring smooth logistics and seamless transitions.• Provided valuable support to optimize meeting efficiency by meticulously organizing meeting spaces, materials, and effectively documenting discussions, enabling productive outcomes and streamlined decision-making processes.• Acted as a dependable resource by sorting, opening, and routing incoming correspondence and deliveries, enabling senior leaders to promptly address critical business and customer needs while maintaining high responsiveness.