Sales Representative Allstate Insurance
Resume:
Katie Woolwine
*** ******** ***** *****, ** *****
Objective
To obtain a position with a reputable company in which I may best utilize my experience and skills in business and management.
Employment
Licensed Sales Representative (6/2009 –Present)
Allstate Insurance Company (Thomas & Woolwine Insurance Agency) Roanoke, Virginia
• Assist customers face to face as well as over the phone with questions or concerns regarding all lines of insurance our agency sells
• Provide accurate quotes for prospects and customers in an effort to save them money yet offer them the best coverage to ensure their assets are protected
• Overcome objections when trying to assist a customer in switching to our agency or adding certain coverage. Possess great communication skills which gives the customer confidence in our agency and the coverage they are carrying
• Assist the customer in filing claims or with any issues that might arise throughout the claims process. This includes working with other companies who are responsible for paying our customers
• Complete thorough policy reviews with the customer after handling their initial request to ensure the policy is accurately rated and they are getting all the discounts and have the necessary coverage
• Review reports from Regional office daily which hold us accountable in several areas. If something is listed for our agency it is imperative that it be handled right away. Responsible for completing necessary actions to rectify the reason for why it is out of compliance
• Research and investigate why policies have increased or the rating has changed and be able to explain in a way that our customer can understand. Requires attention to detail, utilizing all resources, and knowing the system is accurately rating correctly. Throughout this process I have identified several countrywide system brokens that have negatively impacted customer’s policies as a result Communication Specialist (12/2008 –6/2009)
Allstate Insurance Company Roanoke, Virginia
• Write articles for internal clients regarding projects successfully migrating, transformation and inclusion examples
• Responsible for drafting all memos for promotions and rotations for my clients and then to send to all needed recipients
• Design and maintain website for our complaint department
• Facilitate and solicit feedback regarding transformation and the progress our location has made since this company initiative was implemented
• Give feedback to appropriate people regarding out transformation feedback Customer Resolution Specialist (2/2006 –12/2008)
Allstate Insurance Company Roanoke, Virginia
• Handle complex customer complaints
• Complete thorough investigations to ensure company compliance was adhered to and if a violation had been found work to resolve on behalf of insured
• Explain on behalf of company to customer difficult message pertaining to why we may not be writing business in their location any longer or why our company uses credit and how this impacted their policy
• Liaison between our Underwriting department and Direct channel for our department
• Maintain a tracking tool to show trends for our department
• Facilitate several meeting between our external partners and our department to review and implement needed changes to benefit the customer experience
• Department spokesperson for the benefits and value we add including being in a company video spotlighting out department
Education Consultant (10/2004 –2/2006)
Allstate Insurance Company Charlotte, North Carolina
• Facilitate classes for Agency Owners and Agency Owner Staff
• Design and implement creative local and national motivational programs and practices that align with company strategies
• Identify and implement the appropriate support mechanisms to improve sales performance
• Design training tools and job aides to develop and reinforce key skills for the front line
• Maintain subject matter expertise for the Southeast Region focusing on technology rollouts, state pricing plans, rating and quoting accurately in the field
• Partner with the Sales force to facilitate classes focused on skills needed to be successful
• Participate in self development opportunities in order to expand consulting skills
• Assist new Agency Owners opening their office and troubleshoot any problems they may encounter
• Work closely with Home Office on new programs our department will utilize as well as products our company now offers
Sales Performance Consultant (1/2003 –10/2004)
Allstate Insurance Company Charlotte, North Carolina
• Monitor, assess, and coach representatives to achieve sales performance objectives
• Design and implement creative local motivational programs and implement national programs and practices that align with incentive programs that drive sales results
• Develop training tools and job aides to develop and reinforce key sales behaviors
• Maintain subject matter expertise for site relative to sales techniques and sales skills
• Partner with Education department to facilitate labs focused on sales skills
• Participated in self development opportunitie to expand sales consulting skills
• Work with staffing and scheduling in order to meet business needs
• Identify and implement the appropriate support mechanisms to improve sales performance
Response Coach (8/2001 –1/2003)
Allstate Insurance Company Charlotte, North Carolina
• Evaluate and train customer service representatives
• Conduct coaching sessions with representatives identify opportunity areas
• Assist in development of customer service representatives by analyzing data, identifying trends and communicating with others on findings
• Complete monthly and Quarterly reports that reflect Quality overall
• Organized and conducted business meetings with senior and entry level staff
• Developed several projects utilizing Excel and Access
• Utilize call monitoring systems such as Witness and Janna
• Assisted in facilitation of new hire training classes
• Work one on one with the representatives to achieve sales goals for the CIC
• Continually completed audits and held several focus groups and compiled information to be forwarded to Home Office
Project Manager (5/00 8/2001)
Allstate Insurance Company Charlotte, North Carolina
• Set up and organized new Call Centers
• Direct involvement in new initiatives and changes within the company
• Worked with Home Office on implementing new processes and procedures
• Set standards and guidelines for attendance and behavior of employees
• Counseled new employees on attendance and behavioral issues
• Organized and conducted business meetings with senior and entry level staff
• Developed several projects utilizing Excel and Access
• Utilize call monitoring systems such as Witness and Janna
• Assisted in facilitation of new hire training classes
• Completed evaluations and tracked results of new employees
• Conducted meetings with employees who were not at Company standards Individual Risk Associate (1/97 5/00)
Allstate Insurance Company Hudson, Ohio
• Implemented new strategies for new Central Underwriting Center
• Reviewed profiles countrywide to reduce business seen by the RMBC
• Organized a referral system to track conversations with agents
• Continually worked with the training department in order to properly train new staff
• Conducted meetings with Senior Staff on new initiatives to help start up the Risk Management Business Center (RMBC)
• Reviewed New Business written by field agents and determined the profitability of the business
• Audited business and distributed aging reports on New Business and distributed it to Senior Staff
• Multi tasked oriented in several departments and helped achieve department goals
• Worked with Field Agents and Agency Managers on escalated issues
• In charge of several markets compiled of 30 45 agents
• Underwrote P&C business for agents
• Completed Field travel and conducted Market Meetings with agents, support staff, and management
• Held training classes for new hire agents and also did follow up
• Acted as mentor for other employees while promoting a positive leadership role
• Worked with ISO and several field agents to form a partnership to lower rates in qualifying counties
• Completed reconciliation audits and worked with agents to assign appropriate rates to policies
Underwriting Technical Assistant (11/96 1/97)
Allstate Insurance Hudson, Ohio
• Assisted Underwriters with special projects
• Processed and completed Endorsements on current policy holders
• Worked with Field Agents to get proper documentation needed to complete endorsements
• Reviewed inspections and forwarded them to proper Underwriters if there were major hazards
Awards & Accomplishments
Allstate Insurance Company
• Several Cardinal awards received from Field Agents, managers, and fellow employees for going above and beyond
• Chairman’s Award the most prestigious award given by Allstate
• Good Hands Award for Community involvement and volunteer activities
• Licensed in Property and Casualty Insurance
• Performance Bonus for several projects/processes implemented in different centers
• Nominated by fellow peers and leaders for Innovation Award only given every 5 years to 3 people countrywide.
• Lead and managed partnerships between several entities Customer Satisfaction Department required to achieve aggressive company goals
• Recorded customer compliment received on voicemail after assistance with her concern regarding her policies with Allstate was escalated to Home Office and is now used in every Customer Care class countrywide as Allstate's true vision of what Customer Satisfaction is
• Participated in countrywide video/commercial promoting the ASAP Department benefits to agencies in using our assistance. Filmed in Home Office with several agencies who were advocates of our services. I was the sole Customer Advocate asked to participate in this production based upon my overall quality, outstanding relationship building with both internal and external customers. Consistently exceeding company expectations and requirements
Contact this candidate