Christina Whitmer
New Cumberland
Summary
Dynamic insurance professional with expertise in client needs assessment and customer relationship management. At Covenant Insurance Svc, enhanced client satisfaction by developing tailored insurance solutions and streamlining claims processes. Proven track record in upselling and policy renewals, leveraging strong communication skills to foster long-term partnerships and drive business growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Insurance Agent
Covenant Insurance Svc
02.2017 - Current
- Analyzed client requirements and developed specific insurance offerings to elevate customer satisfaction levels.
- Addressed client inquiries about policies, prioritizing clear and prompt communication to foster positive relationships.
- Streamlined claims processing operations while enforcing strict compliance with organizational protocols and maintaining detailed records.
- Assessed current policies to detect coverage shortfalls and advised on effective measures for enhancement.
- Engaged with underwriters to analyze risk factors and confirm eligibility for various insurance policies.
- Conducted educational sessions on insurance offerings, enhancing client knowledge for better decision-making in coverage selection.
- Facilitated onboarding initiatives aimed at equipping new team members with critical product insights and proficient customer service methodologies.
- Reviewed and refined workflows, driving efficiency improvements and bolstering client engagement strategies.
- Developed and maintained effective communication channels with clients, ensuring delivery of superior customer service and relationship management.
- Facilitated customer communication by handling incoming calls, providing immediate solutions and clarifying questions to enhance service quality.
- Oversaw the administration of policy renewals, emphasizing punctuality and thoroughness in updating coverage specifics.
- Implemented relationship-building strategies to improve customer service quality and responsiveness.
- Educated clients on the critical role of insurance coverage, strengthening trust and loyalty within the client base.
- Developed strategies to promote cross-selling of insurance products to current clients, driving increased revenue.
- Maintained detailed records of transactions, ensuring alignment with established company policies and regulatory obligations.
- Conducted thorough verification of insurance applications, ensuring alignment with regulatory guidelines and accuracy in documentation.
- Leveraged active listening and effective problem-solving methods to optimize client satisfaction and ensure high service quality.
- Assessed client needs and delivered personalized insurance solutions, resulting in improved satisfaction and long-term partnerships.
- Identified and engaged potential partners to generate referrals, supporting overall business development initiatives.
- Orchestrated team collaboration to optimize sales approaches and effectively meet regional performance goals.
Customer Service Representative
PHEAA
08.2010 - 02.2017
- Responded to customer inquiries with precise details regarding student financial aid programs and services.
- Facilitated effective communication with customers to resolve inquiries swiftly and maintain high satisfaction standards.
- Executed application processing and managed customer records while strictly following privacy regulations.
- Conducted team discussions to pinpoint recurring issues and implement improvements in service delivery processes.
- Managed client relationship data using CRM software to ensure timely and effective follow-up communications.
- Assisted borrowers in understanding loan terms, payment schedules, and application requirements.
- Trained new staff on loan processing systems, promoting best practices and operational efficiencies.
- Conducted audits of processed loans to ensure adherence to quality standards and regulatory guidelines.
- Contributed to positive workplace culture through open communication, teamwork, and commitment to shared goals.
- Provided exceptional customer support by addressing inquiries and resolving issues related to student loans promptly and professionally.
Education
Associate of Science - Business Studies
Harrisburg Area Community College
Harrisburg, PA06.2016
Skills
- Client needs assessment
- Insurance policy analysis
- Claims processing compliance
- Customer relationship management
- Regulatory compliance adherence
- Record maintenance accuracy
- New team member onboarding
- Problem resolution techniques
- Policy renewal administration
- Customer service excellence
- Customer service
- Licensed insurance agent
- Quotes and sales
- Professionalism and ethics
- Customer follow-up
- Client relations
- Auto insurance
- Client retention
- Account management
- New client acquisition
- Policy writing
- Negotiation
- Upselling
- Policy renewals
- Property insurance
- Risk mitigation
- Email marketing
- Policy Knowledge
- Property and casualty insurance
Certification
Property and Casualty license
Timeline
Insurance Agent
Covenant Insurance Svc
02.2017 - Current
Customer Service Representative
PHEAA
08.2010 - 02.2017
Associate of Science - Business Studies
Harrisburg Area Community College