Customer Service Sales

Joni Marzke

*** ****** ****, **** *****, GA *****3 Cell: 321-***-**** Home: 706-***-****

Summary

Articulate Client-focused Insurance Sales Supervisor well versed in call center and field office environments. Excels at promoting long-term agency success through proactive marketing and quality customer service. Disciplined hands-on professional with extensive experience to include inner-workings of start-up operations, corporate (Liberty Mutual) policies, processes and procedures and many years of successful call center supervisory successes. In-depth knowledge and understanding of multi-state insurance regulations. Resourceful; seeking to employ my knowledge, skills and abilities in a position that provides intrinsic value and a sense of self esteem while utilizing my attributes and skills to the fullest extent possible to add to the success of the organization.

Accomplishments

Comprehensive knowledge and understanding of multi-state insurance regulations. Adept at investigating and analyzing data to identify premium leakage and unethical conduct, resulting in substantial monetary gains and reduced costs for Liberty Mutual and start-up agency. Constructed all underwriting guidelines and business processes; conducted all accounting and payroll activities and established all account financial management and client relations policies and procedures while growing client base for start-up agency.

Experience

Insurance Sales Advisor II

Liberty Mutual Insurance Group: 06/2017 to 8/2018

Home, Auto and supplemental insurance (i.e. umbrella, condo, renters) to prospective policy holders by providing rate quotes and coverage information.

Counsel prospective clients / policy holders on coverage options, limits and regulations.

Evaluate risks utilizing underwriting rules and guidelines in order to bind coverage.

Close inbound sales leads for auto and homeowners insurance from mail campaigns.

Sales Supervisor

Liberty Mutual Insurance Group: 10/1997 to 06/2017

Supervise teams up to 15 licensed agents, employee and team training, hiring and termination interviews and counseling.

Utilize team-building qualities to motivate and direct employees to achieve goals.

Implement sales contests to motivate and increase employee performance and career path progress.

Review policy applications, underwriting guidelines, prepare and evaluate reports, counsel and coach employees in deficient performance areas.

Evaluate workflow, establish priorities for team production and coach employees to meet key performance measurements ensuring attainment of sales targets.

Identify and implement new strategies for increasing employee morale and productivity.

Interview prospective clients to evaluate financial needs and discuss coverage options.

Vice President of Underwriting

Sunrise Financial Concepts, Inc.: 01/1995 to 09/1997

Constructed all underwriting guidelines and business processes. Composed all Underwriting, Endorsement and Cancellation elements.

Individually managed all aspects of newly formed agency for absentee owners.

Initiated new business and developed all accounts for start-up agency from inception to over $2M in gross annual policy sales.

Identified deficiencies and implemented service program to German Military Account Attaché resulting in a $100,000 increase in gross policy premiums in one year.

Promoted from Agency Manager to Vice President of Underwriting within 2 years.

Maintained compliance with State and Federal regulations.

Managed all payroll and company accounting for (7) employees including President.

Developed and created marketing brochures and materials for multiple programs.

Trained new employees on company policies, workflow and computer procedures.

Co-developed employee manual and office operating guidelines for agency.

Skills

Insurance underwriting and sales

Policy and procedure development

Establishing niche policies and programs

Advertising and marketing material development

Supervising insurance agents and teams

Exceptional customer service and client relations

Adept at investigating and analyzing data to identify premium leakage and unethical conduct.

Awards

“Bravo Awards” at Liberty Mutual:

oGold Level, for contributions to DRC 10th year commemoration event.

oGold Level, for superior performance as acting supervisor for additional teams.

oSilver Level, for contributions to help desk project and increasing staff productivity.

oSilver Level, for successful organization and direction of annual sales contest as team leader.

Education and Training

B.A., Business and Management 2003

University of Phoenix Orlando, FL

Business and Management.

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