Customer Service Agent

******.*******@*****.*** • 919-***-****

SALLIE DOCKERY

PROFESSIONAL SUMMARY

Licensed Customer Service Agent with over 8 years of comprehensive experience in the insurance industry, excelling in customer service and sales. Demonstrates a visionary approach to enhancing customer satisfaction through innovative insurance solutions and a strong commitment to service excellence. Adept at leveraging interpersonal and persuasive skills to exceed goals and foster seamless service delivery.

EMPLOYMENT HISTORY

HOME HEALTH AIDE Sep 2023 - Dec 2025

The Thomas Family Apex, NC

LICENSED INSURANCE AGENT/MARKETING DIRECTOR Mar 2023 - Aug 2023 Dominique Lesine State Farm Wake Forest, NC

LICENSED CUSTOMER SERVICE REPRESENTATIVE Mar 2022 - Aug 2022 Calculated Hite w/The Auto Club Group - AAA Wake Forest, NC INDEPENDENT LIFE INSURANCE AGENT Mar 2017 - Aug 2022 North American Senior Benefits Wake Forest, NC

Provide daily care, showing care and compassion, enhancing patient comfort and dignity. Prepare and monitor nutritious meals for health support. Coordinate transportation for medical appointments. Communicate with healthcare providers for optimal care. Build strong relationships with family and professionals. Analyzed customer needs to tailor insurance, enhancing satisfaction and customer retention for exceptional customer experience and seamless service.

Guided customers on coverage options, optimizing risk management. Efficiently managed policies such as new applications, policy changes, renewals, cancellations, payments, certificates of insurance, proof of insurance, and claims for seamless service. Resolved billing inquiries, enhancing trust and loyalty. Delivered exceptional customer service, addressing diverse customer needs and demographics. Spearheaded social media strategy overhaul, resulting in a measurable increase in brand engagement and online presence. Resolved customer inquiries on insurance policies, enhancing satisfaction and retention in a fast-paced call center environment.

Processed and updated policy documents, ensuring accuracy and compliance. Advised on coverage options, aligning with customer needs for optimal protection. Analyzed customer needs to recommend tailored insurance solutions, enhancing policy fit and customer satisfaction for home, life, auto, and umbrella coverage.

Provided empathetic support to customers, addressing billing inquiries, questions regarding renewals, coverage, eligibility, billing, and policy changes.

Resolved complaints promptly to maintain high service standards. Conducted comprehensive policy reviews, identifying coverage gaps and recommending tailored solutions to enhance customer protection and satisfaction.

Guided clients in selecting suitable final expense insurance, boosting satisfaction and retention. Educated clients on policy options, ensuring informed decisions and building trust. Resolved client issues promptly, maintaining high service standards and loyalty. Created tailored insurance solutions, enhancing financial security and long-term relationships. LICENSED CUSTOMER SERVICE AGENT Mar 2021 - Mar 2022 Simpson Insurance Agency Cary, NC

EDUCATION

BACHELOR OF ARTS: COMMUNICATIONS Dec 2002

North Carolina State University Raleigh, NC

Concentration: Public and Interpersonal Communication; Minor: Journalism INSURANCE PRODUCER

North Carolina Department of Insurance

Property/Casualty: June 2020; Life: Dec 2017

CERTIFICATIONS/COURSES

CERTIFIED SOCIAL MEDIA MANAGER Aug 2018

Management and Strategy Institute

CERTIFIED CONTINUOUS IMPROVEMENT MANAGEMENT May 2018 Management and Strategy Institute

EXECUTIVE MANAGEMENT CERTIFIED May 2018

Management and Strategy Institute

LEAN SIX SIGMA, YELLOW BELT May 2018

Management and Strategy Institute

PROJECT MANAGEMENT ESSENTIALS CERTIFIED May 2018

Management and Strategy Institute

SIX SIGMA YELLO BELT PROFESSIONAL Jun 2018

6sigmastudy

SKILLS

Customer Service, Sales Proficiency, Insurance Software (e.g. AM360, Applied Epic, EZLynx, etc.), Cross-Selling and Up-Selling, Policy Evaluation, Customer Retention, Claims/Underwriting, Coverage Analysis, Risk Assessments, Overcome objections/Close the sale, Works Well Under Pressure, Active Listening, Meets Performance Goals, Ability to Navigate Multiple Systems & Screens, Positive Contributor, Problem-Solving, Quality Standards, Multitasking, Ability to explain complex insurance concepts in a clear and concise manner, Cold calling, Lead generation, Ability to organize and manage multiple tasks, Attention to accuracy and detail in processing information, Ability to work independently as well as in a team. Assisted clients with policy selection, enhancing satisfaction and retention. Estimated home values using software, improving quote accuracy. Coordinated with financial institutions for seamless insurance documentation. Documented interactions meticulously, ensuring accurate records. Stayed informed on products and policies, ensuring up-to-date advice. Collaborated with underwriters on risk evaluations. Utilized up-selling techniques for auto and home insurance products.

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