Customer service
Resume:
Sweet Haven Professional Services, LLC
Hansina Edwards Business Owner
Suite 300 W21
Silver Spring, Maryland 2090q
888-***-**** fax
301-***-**** home office Maryland
240-***-**** business cell phone
****************@*****.***
www.sweethavenprofservices.com
Skills
Incident Response, Change and Growth Management, Leadership and People Development, Employee Training, Work Planning and Prioritization, Staff Management, New Business Development, Verbal and Written Communication, Customer Accounts Management, Business Correspondence, Sales Strategies, Policy and Procedure Development, Office Systems Management and Development, Operations Start-Up Business Management and Development, Attention to Detail, Professional Networking, Raising Capital, Equipment Management, Thrive Under Pressure, Work Assignments,Sales Growth, Compliance Requirements Experience
Sweet Haven Professional Services, LLC 10/2020-Present Silver Spring, Maryland - Business Owner
● Consult with customers to assess coverage and propose optimal solutions.
● Trained and motivated employees to perform daily business functions.
● Put together realistic budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial projections.
● Reconciled sales, returns and financial reports in Quickbooks and Freshbooks accounting software, Paychex Flex payroll service.
● Insurance Consultant and Business Management
● Prepare Insurance Applications
Sweet Haven Professional Services 10/2019
St. Thomas, US Virgin Islands - Business Owner
● Consulted with customers to assess needs and propose optimal solutions.
● Trained and motivated employees to perform daily business functions.
● Put together a realistic budget based upon costs and fees for successfully operating business.
● Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
2
● Kept all building areas and equipment functional and well-organized to promote business performance.
● Optimized team hiring, training and performance.
● Input income and expense details into the database to track business finances and address variances.
● Maintained updated knowledge of regulatory changes to adjust business operations accordingly.
● Reconciled daily sales, returns and financial reports in QuickBooks.
● Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
● Created and monitored promotional approaches to increase sales and profit levels.
● Insurance Consultant and Business Management
● Prepared Insurance Applications, Business Loan Applications, Unemployment Insurance Applications, Credit Card Applications, SBA Loan Applications, Financial Statements, Invoices and Receipts
● Daily Deposits and Banks Receipts
● Daily Deposits and Bank Reconciliation
● Prepare and File Personal and Business Tax Documents for the Company
● Organize Files for Clients Documentation IRS and Insurance Compliance and Regulations
● Responsible for Accounts Payable and Accounts Receivable
● Prepares Financial Reports and Data Entry into Quickbooks Accounting Software
● Responsible for HR and Payroll
Family Insurance Agency - 09/2005 - 09/2010
St. Thomas, US Virgin Islands - Licensed Insurance Solicitor
● Recommended type and amount of coverage based on analysis of customers circu
● Customized existing insurance programs to suit individual client needs by analyzing specific requirements by using persuasive sales techniques.
● Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
● Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of the application process.
● Sold auto, home, commercial auto, commercial property and liability insurance coverage and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
● Quoted and calculated premium rates for policies, using rate books, and calculators.
● Drove team revenue totals by bringing in top sales numbers.
● Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales by 100%.
● Established payment methods/arrangements for clients to facilitate customer payments and higher renewal rates, issued receipts.
3
● Met with customers to provide information about available products and policies.
● Finalized sales and collected necessary premiums.
● Conducted annual reviews of existing policies to update information.
● Determined financial need by assessing existing coverage and aligning new products and services with long term goals.
● Utilized direct marketing strategies such as mailings and phone contacts to approach potential and existing clients increasing sales by 100%.
● Collected premiums on or before the effective date of coverage.
● Identified and solicited sales prospects in the agency database.
● Met and exceeded revenue goals by 100% through generating new leads /customers and maintaining a high renewal rate.
St. Thomas Insurance Agency /First Insurance Agency- Licensed Insurance Coordinator/Solicitor St. Thomas, US Virgin Islands . 07/2005 - 09/2005
Filed insurance claims and communicated claim status to customers. Verified insurance and communicated coverage to customers. Prepared insurance applications and claims for submission to insurance companies. Prepared and organized insurance files for clients and compliance for the Office of the Lieutenant Governor Banking and Insurance Division.
Reviewed customers' insurance coverage and limits on the policies. Insured Personal Auto, Commercial Auto, Homeowner’s, Commercial Property, Commercial Liability, Fema/Flood Insurance
John J. Gumbs Insurance Agency - Office Manager
St. Thomas, US VIrgin Islands - 10/2023 - 07/2005
Maintained computer and physical filing systems.
Oversaw daily office activities, office management, training, daily deposits. Optimized organizational systems for payment collections, AP/AR, and recordkeeping. Established workflow processes monitored daily productivity and implemented modifications to improve overall performance of personnel.
Trained new hires on agency processes while managing employees to achieve maximum production. Prepared insurance applications for personal auto business auto homeowners, auto binders, insurance company’s transmittals for payment of premiums, insurance identification cards. 4
Bellow’s International, Inc. - Sales Coordinator
St. Thoma, US Virgin Islands - 10/2000 - 04/2002
Liaised with customers, management, sales team and warehouse staff to ensure delivery schedule Compiled client profiles and entered information into the operating system. Kept detailed records of sales and customer information in CRM software, updating the database regularly to maintain top-notch service.
Handled customer inquiries by staying up to date on market and industry trends and finding unique solutions to issues,
Reduced errors during sales and service processes by devising and deploying responses. Maintained long-term relationships with our clients worth over 1 million in sales revenue with weekly sales calls and inventory assessment
Managed order of the Top Sales companies on the island Kmart Lockhart Gardens, Westin St. John, The Ritz Carlton, A. H. RIse Main Street, Starfish St. John, Marina Market Red Hook to name a few. Keep regular inventory of warehouse merchandise, data entry of inventory and warehouse inspection count,
Coordinated with warehouse management and staff for orders, deliveries and walk ins. Dudley Clark and Chan Law Firm - File Clerk/Receptionist St. Thomas, US Virgin Islands - 09/1998 - 01/2001
Greeted incoming clients professionally and provided friendly, knowledgeable assistance. Kept the reception area clean and neat to give clients a positive first impression. Confirmed appointments, communicated with clients and updated clients records. Answered the central telephone system and directed calls accordingly. Provided clerical support to company employees by copying, faxing and preparing legal documents for filing.
Managed multiple tasks and met time-sensitive deadlines. Responded to inquiries from callers seeking information. Answered the phone promptly and directed incoming calls to the correct offices. Sorted, received and distributed mail correspondence between departments and personnel. 5
Updated Law volume sets.
Provided administrative support to senior partners and their secretaries. Hyatt Regency St. John - Room Service Order Taker
St. John, US Virgin Islands - 06/1992 - 12/1993
Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.Collaborated with kitchen management and employees throughout order placement and service of orders daily.
Took hotel guests room service orders over the phone and also prepared special orders for our VIP guests.
Prepared daily/nightly ticket cash deposits and balanced the tickets and cash received. Education
09/1989 - 06/1992
Ivanna Eudora Kean High School, St. Thomas, US VIrgin Islands - Diploma Social Studies, Algebra, Geometry, Science, Accounting, Jouranlism, and English. Awards
1993 Raphael O. Wheatley Skill Center Award/Certificate Computer Applications 2005 - 2010 Office of the Lieutenant Governor Solicitor License
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