Rebecca Sandman
Sippy Downs,QLD
Summary
Proven Insurance Advisor with a certificate III in customer engagement and a track record of enhancing client satisfaction and retention at Youi Insurance through expert policy analysis and relationship building. Skilled in client needs analysis and negotiation, achieving a significant increase in sales. Excelled in mentoring new agents, demonstrating a goal-oriented mindset and a commitment to continuous improvement in customer service.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Small Business Insurance Advisor
Youi Insurance
2021.08 - Current
- Maintained accurate records of client interactions, ensuring seamless service delivery during policy reviews or renewals.
- Increased client satisfaction by providing personalized insurance advice and recommending suitable policies.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Established long-lasting relationships with clients through proactive communication and exceptional service.
- Mentored new insurance advisors, sharing best practices and industry knowledge to enhance team performance.
- Provided quotes and promoted products for building, contents and vehicle insurance.
- Enhanced customer trust by addressing concerns and explaining complex policy details in understandable terms.
- Carried out administrative tasks such as handling policy renewals, maintaining records and collecting insurance payments.
- Collaborated with underwriters to customize insurance policies for unique client needs, achieving higher sales numbers.
- Evaluated business and individual customer needs and financial situations to propose individualized policy recommendations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
Insurance Customer Service Representative
Youi Insurance
2018.08 - 2021.07
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
Stay at Home Super Mum
The Sandman Family
2005.10 - 2018.08
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Insurance Agent
NRMA Insurance
1999.06 - 2005.06
- 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.
Education
Year 12 -
Alexandra Hills State High School
Alexandra Hills, QLD12.1992
Skills
- Insurance product knowledge
- Goal-oriented mindset
- Data Interpretation
- Policy analysis
- Client needs analysis
- Customer Service
- Client Retention
- Policy Knowledge
- Policy Renewals
- Upselling
- Customer follow-up
- Negotiation
- Client Account Management
- Regulatory Compliance
- Auto insurance
- Quotes and sales
- Risk Mitigation
- Critical Thinking
- Relationship Building
- Call Center Customer Service
- Reference selling
- Customer Complaint Resolution
- Insurance Eligibility
- Customer Engagement
- Policy Changes
- Policy Feature Explanations
- Data Entry
- New Agent Training
Certification
Certificate III in customer engagement
Certificate III in customer engagement from The Australian College of Commerce & Management
Completed on 5 August 2019
Timeline
Small Business Insurance Advisor
Youi Insurance
2021.08 - Current
Insurance Customer Service Representative
Youi Insurance
2018.08 - 2021.07
Stay at Home Super Mum
The Sandman Family
2005.10 - 2018.08
Insurance Agent
NRMA Insurance
1999.06 - 2005.06
Year 12 -
Alexandra Hills State High School