Customer Service Business Development
Resume:
Mary Kois
Palm Coast, FL *****
*****@***.***
Work Experience
Licensed Insurance Agent/Customer Service Representative Realty Insurance-Ormond Beach, FL
March 2025 to Present
• New Business sales
• Business Development
• Account rounding and retention of existing clients
• Processed Quotes in Many Carrier Websites For (Auto, Home, Condo, Motorcycle, Mobile Home, Flood, Renters, Golf Cart, Umbrella and ETC.
• Processed Quotes for High Value Clients
• Citizens Certificate
• Extensive Broker/ Carrier Experience (Inland and Coastal)
• Extensive sales and customer service
• Evaluated Risk
• Received and processed telephone calls from policy holders
• Prospected for new accounts, maintained and expanded existing accounts.
• Combined services for customers and cross sold products
• Processed endorsements added and changed vehicle policies.
• Processed Binders
• Provided assistance to agent for products and services.
• Reviewed and assisted with billing, payments, and premiums. Guest Services Representative and Prior Team Leader DAYTONA INTERNATIONAL SPEEDWAY-Daytona Beach, FL
January 2007 to Present
· Guest Services Business Development
· Handing out Promotional Items/ Products
Providing Exceptional Customer Service to Racing Fans from Around the World Call Center Sales and Service
Handing Out and Explaining Information to Race Fans Providing a Secure Workspace
Supervisor/ Team Lead Gold Lot # 3
· Too Much More to List
Sales Associate/Customer Service/Cashier
The Home Depot-Palm Coast, FL
October 2022 to March 2025
Provided Assistance in the Garden Department.
Processed In stock items / Markdowns
Cashier
Cross Sold other Products
Leader in Workshops for the Store Fork- Lift Certified Personal Lines Manager/ Agency Manager
3D Insurance-Flagler Beach, FL
May 2022 to October 2022
• New Business sales
• Business Development
• Account rounding and retention of existing clients
• Processed Quotes in Many Carrier Websites For (Auto, Home, Condo, Motorcycle, Mobile Home, Flood, Renters, Golf Cart, Umbrella and ETC.
• Processed Quotes for High Value Clients
• Citizens Certificate
• Extensive Broker/ Carrier Experience (Inland and Coastal)
• Extensive sales and customer service
• Evaluated Risk
• Received and processed telephone calls from policy holders
• Prospected for new accounts, maintained and expanded existing accounts.
• Combined services for customers and cross sold products
• Processed endorsements added and changed vehicle policies.
• Processed Binders
• Provided assistance to agent for products and services.
• Reviewed and assisted with billing, payments, and premiums.
• Telephone Sales
• Contact Center
Sales Associate/Cashier
The Home Depot-Palm Coast, FL
October 2021 to May 2022
• Bronze member (Awards)
Assisted With the Workshops and Also the Childers Workshops Provided Assistance in the Garden Department.
Forklift Certified
Processed In stock items / Markdowns
Cashier
Cross Sold other Products Provided Assistance in the Garden Department. Processed In stock items / Markdowns
Cashier
Point of sale knowledge
Inventory Process knowledge
Cross Sold other Products
Licensed Insurance Sales Agent
Allstate Insurance-Port Orange, FL
March 2020 to October 2021
• Provides excellent customer service
• New Business Sales
• Account rounding and retention of existing clients
• Business Development
• Handles Inbound/Outbound calls appropriately
• Experienced with Cold Calls
• Extensive Broker/ Carrier Experience (Inland and Coastal)
• Schedules appointments for clients and agents
• Processes Hot/Cold Leads
• Marketed Products and Services.
• Handles payments including cash, check or credit card
• Routes high volume of calls to appropriate departments and supervisors.
• Telephone Sales
• Contact Center
Insurance Customer Service Agent
AAA CLUB ALLIANCE-Florida, Michigan
December 2018 to March 2020
• Provided assistance to clients
• Account rounding and retention of existing clients
• Answered phone and assisted clients with changes
• Assisted customers in person
• Created customer appointments
• Scheduled reservations for customers
• Processed Applications for Membership
• Telephone Sales
• Contact Center
Licensed Insurance Agent
Allstate Insurance-Port Orange, FL
August 2018 to December 2018
Provides excellent customer service
New Business Sales
• Account rounding and retention of existing clients Business Development
Handles Inbound/Outbound calls appropriately
Experienced with Cold Calls
Extensive Broker/ Carrier Experience (Inland and Coastal) Schedules appointments for clients and agents
Processes Hot/Cold Leads
Marketed Products and Services.
Handles payments including cash, check or credit card Routes high volume of calls to appropriate departments and supervisors.
• Telephone Sales
• Contact Center
Hotel Operations
Hard Rock Hotel Daytona Beach-Daytona Beach, FL
January 2018 to August 2018
Opened Up the Hotel (Was on The Opening Crew That 1st Launched the Hotel) Provided In room Dinning Orders
Answered the Hotel phone and transferred to rooms and other departments. Answered Phone for Hotel PBX
Assisted with valet and hotel security.
Processed Check-In and Check-Out Service.
Assisted with Guest Request.
Assisted the Front Office Manager as Well as Concierge, Event Manager, and Managers, Marketing
Assisted With VIP's Who Came to The Hotel (LANCO- Staff) Assisted Security in reference to policy and procedures.
Garden Associate
The Home Depot-Palm Coast, FL
December 2013 to January 2018
• Bronze member (Awards)
• Assisted With the Workshops and Also the Childers Workshops
• Provided Assistance in the Garden Department.
• Forklift Certified
• Processed In stock items / Markdowns
• Cashier
• Point of Sale Knowledge
• Inventory Process Knowledge
• Cross Sold other Products
Ticket Agent/CSR
Spherion Staffing-Ormond Beach, FL
December 2012 to December 2013
• Provided Excellent Customer Service, Patience and Understanding.
• Received incoming calls from Guest's requesting to purchase Racing Tickets.
• Processed Ticket Request for 13 Different Race Tracks around the US.
• Performed Sales for Tickets, Upgrades, Down Grades, Transfers- Assisted Guest's with Travel Reservations.
• Received Many Complimentary Calls and Recognition from Clients.
• Telephone Sales
• Contact Center
Senior Auto CSR
21st Century Farmer's Insurance-Lake Mary, FL
March 2012 to December 2012
Sr. Customer Service Rep
• Receive Inbound calls from Policy Holders in all 49 States.
• Combined Services for Customers Cross Sold Other Products.
• Account rounding and retention of existing clients
• Processed Endorsements. Added and Changed Vehicles'• Reviewed and Assisted with Billing and Payments and Premiums.
• Assisted in Retaining Customers by Policy Reviews.
• Transferred Calls to Appropriate Departments as Needed.
• Telephone Sales
• Contact Center
Customer Service II
Convergys Corporation-Jacksonville, FL
May 2000 to March 2012
• Provided E-mail and Chat support
• Provided Human Resources for AT&T Employees.
• Provided Troubleshooting for AT&T Broadband Systems.
• Provided Sales and Retention for AT&T Wireless Customers.
• Provided Tier 1 Technical Support for Cox Communications.
• Telephone Sales
• Contact Center
Call Center/ Inbound Customer Service Professional, Analyst Kelly Services-Jacksonville, FL
June 2005 to December 2008
Clients such as Medicare, Blue Cross Blue Shield, Allstate. Ins)
• Provided Assistance to Medicare Beneficiaries. Part A/ Part B
• Processed Employer Group Benefits. Used Image Right
• Provided Floor Support as well for the Representatives (SME)
• Provided Assistance to Allstate Agent
• Provided Assistance to Agents for Products and Services.
• Participated in many Conference Calls.
• Resolved Premium Insurance Payments.
Call Center/ Inbound Customer Service Professional, Analyst Kelly Services / BLUE CROSS BLUE SHIELD FLORIDA (FLORIDA BLUE)-Jacksonville, FL June 2005 to December 2008
Call Center/ Inbound Customer Service Professional, Analyst Blue Cross Blue Shield - Jacksonville, FL June 2005 to December 2008 Clients such as Medicare, Blue Cross Blue Shield, Allstate. Ins)
• Provided Assistance to Medicare Beneficiaries.
• Assisted with insurance processes, prior authorizations, and appeals.
• Processed patient enrollments via phone, fax, and digital platforms.
• Conducted benefit verifications and collaborated with providers, pharmacies, and insurers. Educated patients on coverage, out-of-pocket costs, and appeal steps
• Processed Employer Group Benefits. Used Image Right
• Provided Floor Support as well for the Representatives (SME)
• Provided Assistance to Allstate Agent
• Provided Assistance to Agents for Products and Services.
• Participated in many Conference Calls.
• Resolved Premium Insurance Payments.
Retail Assistant Store Manager
Karen Charles / Rainbow Stores-Jacksonville, FL
January 1999 to May 2000
Key Sales Holder
Assisted Management in Closing and Opening the Store Managing the store and employees
Customer Service
Bank Deposits
Knowledge of Point of Sale
Inventory Knowledge
Complaints, Voids Refunds
Upselling Sales and Orders
Stock, Merchandising
Cashier (Money, Cash refunds, Voids etc.
Key Holder/Sales Associate
Bealls Stores-Jacksonville Beach, FL
July 1990 to January 1999
Key Sales Holder
Assisted Management in Closing and Opening The Store Customer Service
Complaints, Voids Refunds
Upselling Sales and Orders
Stock, Merchandising
Cashier (Money, Cash refunds, Voids and etc..
Education
Certificate in Insurance 2044 in Insurance
Florida Department of Financial Services
March 2012 to December 2025
Active State License
Certificate in Insurance in Registered Insurance Customer Service 440 Florida Community College Insurance Institute-Jacksonville, FL October 2007 to December 2025
Active State License
Florida Community College Jacksonville-Jacksonville, FL January 1996 to December 1996
High school diploma
Ocean Springs High School-Ocean Springs, MS
August 1985 to May 1989
Skills
• Computer skills
• Guest Service
• Public relations
• Accounting
• Sales
• Microsoft Exchange
• DHCP
• Typing
• Contracts
• Network Support
• Oracle
• Leadership
• Research
• Technical Support
• Salesforce
• Communication skills
• Business Development
• Underwriting
• Office Experience
• Call Center
• Customer Service
• Computer literacy
• Customer relationship management
• Phone Etiquette
• English
• Multi-line phone systems
• Marketing
• Account Management
• DocuSign (5 years)
• Inside sales
• Human Resources
• ECT (10+ years)
• Lead generation
• Hotel experience
• Warehouse experience
• Documentation review
• Business development (10+ years)
• VPN
• Microsoft Office Microsoft Office Suite
• Social media management
• Microsoft Teams (4 years)
• EZ Links
• Microsoft Windows
• Sagitta
• Microsoft Windows Server
• TCP/IP
• AMS 360
• Citizens Insurance (10+ years)
• Operating Systems
• System Administration
• Active Directory
• Avaya (5 years)
• Accounts receivable
• Retail and Retail Management (10+ years)
• Filing
• VMWare
• Image Right (5 years)
• Data Processing (5 years)
• Benefits administration
• Troubleshooting
• Cold Calling
• Microsoft Powerpoint
• Upselling
• Applied Systems
• Customer Support
• TAM
• Marketing E Agent
• Data entry
• Data collection
• Financial acumen
• Applied
• Linux
• Microsoft Office
• Microsoft Excel
• Outlook
• ZOOM (4 years)
• Help Desk
• CSR
• Front Desk
• Citrix
• Desktop Support
• Software Troubleshooting
• Authentication
• VoIP
• LAN
• E Agent (3 years)
• CRM Software
• Remote Access Software
• Lead Manager (3 years)
• Hostess
• Sage
• Ect... (10+ years)
• Microsoft Outlook
• Sales Experience
• Disaster Recovery
• Customer Care
• Epic
• Analysis skills
• DNS
• Clerical experience
• Live Chat
• Payroll
• Writing skills
• Microsoft Word
• Computer Networking
• Sagitta (4 years)
• Negotiation
• Insurance Sales
Certifications and Licenses
Insurance Producer License
March 2012 to Present
Active License
Driver's License
October 2018 to December 2026
Active License
Property & Casualty License
March 2012 to December 2025
Active License
Personal Lines License
February 2012 to December 2025
2044 Active License
Registered Customer Service Representative Designation October 2007 to December 2025
440 Active License
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