Laura K. Young 757-***-**** cell

**** ********* ***** 757-***-**** home

Chesapeake, VA 23321 acefjm@r.postjobfree.com

Professional Experience

Dan Matthews State Farm Insurance, Portsmouth, VA 2007 - Present

New Business Center Supervisor / Insurance Agent 2003 - 2005

• Licensed in Life, Health, Annuities, and Property and Casualty in the State of VA

• Supervise and train licensed staff agents in New Business Center (Call Center)

• Perform employee evaluations

• Plan, evaluate, and delegate responsibilities

• Implemented new system for tracking all office sales

• Analyze monthly sales and set monthly goals

• Track sales and motivate employees to sell different product lines

• Prospect for new clients and write new business

• Service current policies, take claims, and do policy changes for all lines of business

• Process State Farm Bank applications

• Prepare sales reports on Microsoft Excel and Prospector Plus

• Answer phones, file, and type contact notes into customer database

• Facilitate team meetings

• Travel outside of the office to meet with prospective customers

ICT Group Inc., Chesapeake, VA 2005 - 2007

Call Center Supervisor / Insurance Agent 1995 - 2003

• Licensed in Life, Health, Annuities, and Property and Casualty in the State of VA

• Supervised 20 Licensed Agents and 100 Customer Service Representatives for various Call Center Programs including Aetna Medicare, Humana Medicare, Argus and Washington National AD&D Insurance

• Conducted new hire interviews

• Oriented new employees

• Monitored Call Center representative calls to ensure professionalism

• Provided positive employee feedback and corrective action

• Calculated payroll

• Handled customer complaints

• Facilitated conference calls regarding production

• Maintained and monitored call center status reports

Educational Background:

Greater Johnstown Central Senior High School, Johnstown, PA (1975)

US Army Chemical Equipment Repair School, Aberdeen Proving Ground, Aberdeen, MD (1976)

Life and Health and Property and Casualty Training, Virginia Beach, VA (1996)(1999)