Customer Service Sales Representative

CAROL A. ROBERTS

*** ********* ***** ● Wood River, IL 62095 ● 618-***-**** ● *************@*****.***

Account Management and Customer Service Professional with twenty-five years of experience creating and improving relationships with internal and external partners, coaching and developing employees, growing the organization’s business, and communicating effectively to all levels of the organization.

EXPERIENCE

The Standard St. Louis, MO

Employee Benefits Service Manager September 2004 – September 2017

Managed the work environment, identifying workforce needs and ensuring alignment with company expectations, values and vision.

Functioned as a partner with the Sales Managers in meeting office goals to ensure profitability and growth.

Managed the customer service strategies, and staff execution of strategies to develop flexible and expert employees, fostering effective relations with internal and external partners.

Promoted the sale of additional lines of coverage and plan improvements to existing customers.

Reviewed, negotiated and resolved complex service issues escalated by staff.

The Hartford St. Louis, MO

Account Manager December 1998 – September 2004

Managed and led effective relationships with policyholders and producers on assigned caseload through occasional on-site visits, professional negotiation, responsive communication, problem resolution and meeting customer expectations.

Acted as liaison between home office departments and the policyholders to interpret existing contract, initiate plan improvements, resolve administrative inconsistencies and answer commission, claims, premium and evidence questions.

Aggressively pursued opportunities to improve profitability, retention and growth.

Monitored renewal activity and prepared renewal package for producer and policyholder justifying the renewal and recommending changes if appropriate.

Identified and promoted the sale of additional lines of coverage or plan improvements whenever possible.

Promoted new product offerings and enhanced product features, highlighting the advantages of placing the coverage with company in coordination with the Sales Representative.

Coordinated the submission of new groups, set up and installation of new groups with the policyholder and producer as well as provided similar support to new administrators at inforce accounts.

Facilitated the enrollment and re-enrollment process involving preparation of enrollment materials, conducting enrollment meetings or being present at benefit fairs as needed.

EDUCATION

Roxana High School, Roxana, IL – Office Occupations Program

Kent Christian College, Dover, DE – 1 year – Secretarial Program

Lewis and Clark Community College, Godfrey, IL – Business Program

Southwestern Illinois College, Belleville, IL – Human Resources Classes (Certificate)

ADDITIONAL INFORMATION

Licensed Producer – Life, Accident & Health

Proficient in Microsoft Applications, Salesforce Customer Relationship Management Platform and Workday

2015 Service Leader -- The Standard

References available upon request

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