Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Hendrix

Colorado Springs

Summary

Dynamic insurance professional with a proven track record at USAA, excelling in client retention and relationship building. Leveraging strong negotiation skills and in-depth policy knowledge, I consistently enhance customer satisfaction and loyalty. Successfully increased member base through effective upselling and personalized insurance solutions, ensuring compliance and risk mitigation.

Overview

11
11
years of professional experience

Work History

Insurance Agent

USAA
10.2018 - Current
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Maintained high standards of customer service by building relationships with clients.
  • Educated members on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Built relationships with members using active listening and issue resolution to provide excellent service.
  • Increased member satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Expanded member base by actively prospecting for new business opportunities and generating referrals.
  • Provided prompt responses to inquiries from both prospective and existing members, demonstrating a commitment to exceptional service.
  • Worked closely with other team members to optimize sales strategies and achieve regional goals.
  • Developed comprehensive knowledge of various insurance products, enabling effective recommendations for members unique situations.
  • Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
  • Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
  • Customized insurance packages to member needs, enhancing customer satisfaction and loyalty.

Retention Specialist

Wide Open West, WOW
02.2015 - 02.2018
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Gathered feedback from departing customers to identify areas for improvement in products or services offered.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
  • Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
  • Increased team productivity by providing training on best practices for retaining customers.
  • Enhanced team knowledge and skills with regular training sessions on product updates and communication techniques.
  • Facilitated culture of continuous improvement by regularly reviewing retention strategies and metrics with team.
  • Cultivated team environment focused on exceeding customer expectations, leading by example in all customer interactions.
  • Built strong customer rapport, leading to increased advocacy and positive word-of-mouth referrals.

Education

Associate of Applied Science - Law

Brown Mackie College
Lenexa
05.2004

Skills

  • Customer service
  • Licensed insurance agent
  • Professionalism and ethics
  • Quotes and sales
  • Customer follow-up
  • Auto insurance
  • Client retention
  • New client acquisition
  • Policy writing
  • Upselling
  • Negotiation
  • Policy renewals
  • Property insurance
  • Regulatory compliance
  • Risk mitigation
  • Policy adjustment
  • Negotiation abilities
  • Insurance sales strategy
  • Relationship building
  • Data entry
  • Critical thinking
  • Policy Knowledge
  • Property and casualty insurance

Timeline

Insurance Agent

USAA
10.2018 - Current

Retention Specialist

Wide Open West, WOW
02.2015 - 02.2018

Associate of Applied Science - Law

Brown Mackie College

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Jennifer Hendrix