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
Sippy Downs, QLD
08.2021 - 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
Sippy Downs, QLD
08.2018 - 07.2021
- 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
24 Sorbonne Close Sippy Downs Qld 4557
10.2005 - 08.2018
- 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
Brisbane, QLD
06.1999 - 06.2005
- 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
08.2021 - Current
Insurance Customer Service Representative
Youi Insurance
08.2018 - 07.2021
Stay at Home Super Mum
The Sandman Family
10.2005 - 08.2018
Insurance Agent
NRMA Insurance
06.1999 - 06.2005
Year 12 -
Alexandra Hills State High School