• Handling Clientele based in Kentucky, U.S.A.• Build and maintain relationships with clients.• Provide consistent, accurate, and timely communication to clients through, verbal and written correspondence.• Inform and educate clients about coverage, exclusions and exposures; document electronic files accordingly.• Respond to clients’ needs by producing binders, certificates, policies and other related items.• Maintain client files in Epic and use Epic for processing all transactions.• Process daily incoming mail.• Know the underwriting and rating procedure for all types of personal lines policies.• Quote and sell personal line policies.• Provide technical support to Producers (coverage-wise, with proposal, suspense, items, etc.) to help clients.• Prepare applications, submit them to insured and carriers, obtain clients’ signatures on all applications, and follow up to ensure timely responses.• Renew policies by agency standards.• Maintain client files accurately and consistently documenting conversations, sendingconfirmations to clients, adhering to all other automation procedures.• Handle cancellations with care, saving all accounts possible with adherence to E&O guidelines.

•Researching insurance company policies and negotiating with underwriters to establish suitability between our clients and companies.•Advising clients on how to mitigate risks for Auto and residential properties.•Amending existing clients’ policies and consulting potential clients on various policy benefits.•Conducting research and maintaining current knowledge of insurance market trends and in clients’ industries.•Where appropriate, procuring a sale, normally through upgrading and bundling coverage for existing/new clients.•Communicating with clients by phone and email to process additions, deletions or changes to their policy, in the appropriate Broker Management System (BMS) and providing professional advice or recommendations regarding their coverage.•Ensuring all transactions and renewals are accounted for and processed accurately and on a timely basis.•Providing quotes or estimates to clients, entering data work to create files, updating information, confirming data and coverage.•Recommending coverage's based on individual customer needs.•Adhere to underwriting criteria set out by broker partners.•Issuing policies and changes on various insurer online portals, maintaining professional and collaborative relationships with key underwriters.

• Trained new hires for their role as customer/technical service representative• Conduct role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork and conflict management)• Identify individual and team skills gaps• Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments.• Coordinate mentorship for new customer service representatives• Documenting and maintaining a record of data of the Customer Service Representatives under training.• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.• Ensured new hires take on basic technical support training courses, including communication and troubleshooting skills• Assessed the impact of each educational course on staff performance and client satisfaction

• Providing answers to customers by identifying problems; researching answers; guiding client through corrective steps• Delivering service and support to customers using automated call distribution phone software, via remote connection or over the Internet• Interacting with customers to provide and process information in response to queries, concerns, and requests about products and services• Diagnose and resolve technical issues• Offering alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

• Greeted customers and handled customers’ questions and inquiries• Described the functions and method of operation of any specialized merchandise• Assisted marketing team in developing and executing marketing strategies• Prepared promotional contents using Adobe Flash• Overseen email communication• Explained current promotions to customers• Resolving issues or complaints in a timely manner

• Helped customers with special requests or complaints• Prepared monthly sales budget• Developed sales and marketing strategies• Executed special promotional plans to enhance the sales• Created plans to acquire new customers• Trained new associated and evaluated performance of existing employees• Worked alongside other departments (e.g. Sales, Marketing, Operations, and Research) and managers in order to develop and implement the best marketing strategies• Maximized sales by implementing different marketing plans and strategies.• Projected sales and determining the profitability of merchandise• Implemented feature displays and special events in the store