Michael Albrough
Mesa,AZ
Summary
Dedicated insurance professional with an established track record of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Support Services Escalation Specialist
State Farm Insurance
Tempe, AZ
02.2017 - Current
- Consistent top performer within Support Services department with ratings of 4/5, 5/5, and 5/5 over past 3 rating periods.
- Provide procedural support and call handling guidance to frontline representatives to resolve routine as well as complex customer interactions.
- Serve as subject matter expert within customer care center environment, working closely with multiple areas of enterprise, including Agency, Underwriting, Claims, and Internet Support.
- Utilize critical thinking skills to analyze problems, and evaluate and implement solutions.
- Work closely with Analysts, Claims, Underwriting, Executive Customer Service, as well as other areas throughout the enterprise to help resolve complex customer concerns and identify areas for process improvement.
- Conduct de-escalation training for frontline representatives.
- Participate in the execution of training for newly hired Escalation Specialists.
- Conduct side-by-side collaboration with members of leadership, including executive level, on Customer Survey Feedback for purposes of service recovery and business retention.
- Utilize investigative techniques and critical thinking skills to overcome and resolve complex problems.
- Collaborated on program operations and relayed participant feedback for improvements.
- Work with customers to assist in reaching desired resolutions and to forward complaints for investigation when no immediate resolution is available.
Property and Casualty Insurance Sales
State Farm Insurance
Tempe, AZ
02.2016 - 02.2017
- Quoted and calculated premium rates for new as well as existing customers.
- Sold auto and property insurance products using consultative sales techniques.
- Assisted with customizing existing insurance products to suit individual client needs by analyzing specific requirements.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Consistently met or exceeded all established metrics.
Education
Some College (No Degree) - Journalism/Communications Major, Military Science
Central Michigan University
Mount Pleasant, MIDistinguished Honor Graduate, Officer Basic Course - Logistics And Materials Management
Army Quartermaster Center And School
Fort Lee, VA09.1990
Skills
- Critical Thinking Skills
- Investigative Skills and Problem Solving Techniques
- Active Listening
- Customer Needs Assessments
- Program Evaluation and Improvements
- Issue Reporting
- Excellent Verbal and Written Communication Skills
- Attention to Detail
- Relationship Building
- Collaboration and Teamwork
- Microsoft Office Suite Competency
- De-Escalation Tactics
- Employee Training
- Coping Skills
- Diversity and Inclusion Facilitator
Timeline
Support Services Escalation Specialist
State Farm Insurance
02.2017 - Current
Property and Casualty Insurance Sales
State Farm Insurance
02.2016 - 02.2017
Some College (No Degree) - Journalism/Communications Major, Military Science
Central Michigan University
Distinguished Honor Graduate, Officer Basic Course - Logistics And Materials Management
Army Quartermaster Center And School
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