Managed busy commercial lines account desk. Worked to develop and implement workflows. Shared follow-up process with peers to increase customer satisfaction and compliant note-taking. Created a how-to document for the process of making changes to active policies. Maintained a 95% quality assurance average. Praised by customers regularly for having clear and understandable communication.

Producer at State Farm Auto, Fire, Life, Health, Banking – Sandra Goode-Long Agency

Manage social media presence and increased the number of online reviews by 5 per month. Exceeded sales goals monthly by implementing a process for marketing to prior customers. Monitored daily tasks to ensure customer retention. Processed deposits daily. Created challenges to increase productivity. Trained 5+ additional employees. Identify additional needs for current customers by conducting client needs assessments. Market to new customers with 50+ outbound and inbound calls daily. Deployed cross-selling to build the business by 6%.

Increased customer retention by 8% by implementing a renewal process and increasing membership to the auto club. Managed paperless customer files using salesforce. Praised by executive leadership for adjusting to change quickly. Increased sales by representing company at network marketing events by delivering one to twenty minute presentations on the company products.

Provided amazing solutions to customers who were looking for insurance solutions.

Increased customer satisfaction rating by 17% with six sigma process improvement strategies. Exceeded the monthly productivity goals monthly for team metrics. implemented training for supervisors and trainers that increased the job satisfaction rating by 41%. Managed teams of 15 to 160 with consistent results. Processed payroll daily and pay period ending with accuracy. Provided corrective coaching, and quality assurance coaching. Created excel spreadsheets for tracking, and developed incentive programs.