Experience

The Peak Agency Inc.

• 1 - 100 Employee

• Voice and Commercial Talent, represented by

  • Feb 2019 - Present



Nationwide

• Insurance
• 700 & Above Employee

• Underwriting referrals Analyst

  • Jan 2014 - Mar 2019

  Analyst, Internal Sales & Service, Direct Channel (2014 - 2019) Mediated with internal and external partners for purpose of retention of policiesAchieved quality rating for 2018 98.24%Reviewed documents and policies with internal Office of General Counsel on Compliance and RegulationsAssisted internal Office of Customer Advocacy on customer issuesReviewed taped call transcripts and emails following escalation of client complaintsMonitored for potential breeches of confidential informationSkills and Additional experienceTrained in proprietary softwareEngaged in peer development and supportSME - Assisted training and development of new hiresTeam leader - provided guidance for fellow associates Supervisor duties assigned or volunteered to provide as warrantedTrained in proprietary client based systems, word processing and spreadsheet platformsTalent for internal voice over and video training materials EducationUniversity of Iowa - College of Arts and Communications Earned AINS designation through completion of INS 21, 22, 23

• Customer Service Representative

  • Nov 1999 - Jan 2014

  Personal Lines Services Member Care Rep. III (1999 - 2001 and 2003 - 2014)Provided superior customer serviceAccount management and Policy changesConflict management emphasis on deflation of escalated situations

• Sales Associate

  • Jun 2000 - Sep 2003

  AGIMC Sales Representative for Personal Lines Property and Casualty (2001 - 2003)Assessed level of risk for customer accountsMade and received sales and service callsProvided secure, confidential information protectionEducated external partners to make them better informed membersMaintained 50+ sales per month for Property and Casualty line products