Francesca Farrelly - Fitzsimons
70 Bassingham Road, Balcatta,WA
Summary
Experienced Certified Insurance Practitioner with over five years’ experience in the Insurance Industry. Hard-working individual with a First-Class BA Hons degree in Insurance in Practice. Can be depended upon to act professionally and conscientiously in all situations. I am an effective communicator at all levels within an organisation. Experience in customer service, presentation delivery, data analytics, tableau, CRM and Excel. Critical and analytical thinker, team player, and customer focused individual who can think of solutions in high pressure situations. I am keen to develop in a role where I know I can add value through my education, training, and experience. Was awarded FBD Best Customer Service award in 2019. Was awarded Best Policy and Practice for BA Hons Capstone Project on Chat bots and the Future of Customer Service in the Insurance Industry.
Overview
6
6
years of professional experience
Work History
CRM Campaign & Insights Co Ordinator
FBD Insurance
11.2021 - 11.2023
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted CRM training and mentored team members to promote productivity and commitment to friendly service.
- Oversaw CRM sales campaign design, implementation, and reporting for all personal lines products.
- Communicated with managers, team leaders, and agents daily to ensure campaigns were running successfully and meeting targets by providing recommendations on how to improve campaign performance and ROI.
- Piloted bi-weekly presentations for managers and team leaders outlining the progress and success rate of campaigns.
- Analysed campaign data to identify trends and provide insights.
- Developed and maintained reports in Tableau including daily, weekly, and monthly reports based on generated and converted cross sells, GDPR marketing consent collection, email capture, and SDX vs Batch Prints to ensure agents and the organisation were hitting monthly and annual targets.
- Tracked renewal activity, and retention whilst working closely with outbound team leaders to ensure personal lines motor and home retention stayed above 87%.
- Created customer support strategies to increase customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Established team priorities, maintained schedules and monitored performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Personal Lines Insurance Sales Agent
FBD Insurance
01.2018 - 11.2021
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Registered customer information on database to enable tracking history and maintain accurate records.
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Followed up promptly with interested clients to close sales.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sold and renewed car, home, and other various insurance products to individuals, affinity groups and staff members within using consultative and supportive selling techniques.
- Negotiated contracts with clients to establish best coverage with lowest cost.
- Developed sales strategies to increase sales of insurance policies.
- Educated clients on insurance policies and procedures.
- Worked with other sales team members to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Analyzed risk factors to recommend appropriate coverage levels.
- Monitored customer feedback and identified areas of improvement.
- Conducted research and identified market trends to develop better strategies for sales.
- Negotiated contracts and terms of sale with potential customers.
- Developed strong referral network in community to raise awareness and increase sales opportunities.
Education
Bachelor of Arts - Insurance in Practice
Honors Degree
Atlantic Technological University, Sligo, Ireland08.2022
Insurance
Certified Insurance Practitioner (CIP)
Insurance Institute Of Irealand10.2021
Insurance
Accredited Product Adviser (Personal & Commercial)
Insurance Institute Of Ireland 02.2021
Business Development And Sales
QQI Level 6 in Business Development And Sales
College Of Management And IT (CMIT), Ireland07.2019
High School Diploma -
St. Joseph's Secondary School
Rochfortbridge, Wesmeath, Ireland05.2015
Skills
- Organizational skills
- Interpersonal abilities
- Customer Service
- Product knowledge
- Strong communication
- Empathy and understanding
- Data analysis
- Problem Solving & Analytical Thinking
Hobbies
- Walking
- Swimming
- Cooking
- Team Sports
- Reading
- Creative Writing
Timeline
CRM Campaign & Insights Co Ordinator
FBD Insurance
11.2021 - 11.2023
Personal Lines Insurance Sales Agent
FBD Insurance
01.2018 - 11.2021
Bachelor of Arts - Insurance in Practice
Honors Degree
Insurance
Certified Insurance Practitioner (CIP)
Insurance
Accredited Product Adviser (Personal & Commercial)
Business Development And Sales
QQI Level 6 in Business Development And Sales
High School Diploma -
St. Joseph's Secondary School
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