Mark Rodriguez

· Request, collect, organize, and review renewal information annually from assigned insureds, then deliver comprehensive data to underwriting and manage all follow-up actions.

· Assist client executives in maintaining legacy client relationships through phone, email, and online meetings with insureds.

· Independently manage the certificate portal for all legacy insureds, including yearly renewals, internal and external training sessions, problem-solving for insured requests, and serve as the primary portal point of contact.

· Assemble yearly renewal proposals and stewardship reports for all assigned insureds.

· Handled customer inquiries related to policy details, billing, and coverage.

· Assisted customers with policy changes and resolved billing issues to ensure satisfaction and retention.

· Maintained accurate records and provided information on policy coverage and terms.

· Demonstrated strong problem-solving skills and attention to detail in addressing customer concerns.

· Provided immediate assistance to customers experiencing vehicle breakdowns or accidents.

· Coordinated towing services, locksmiths, and other emergency roadside assistance, ensuring timely and efficient responses.

· Maintained clear and empathetic communication with customers during stressful situations.

· Handled high volumes of calls, effectively managing multiple emergencies simultaneously.

· Licensed sales agent with resident Personal Lines license in Indiana and non-resident license in applicable states

· Promoted tailored auto insurance policies to potential customers through inbound calls.

· Engaged with customers to understand their insurance needs and recommended suitable coverage options.

· Met sales targets while maintaining a high level of customer service.

· Built rapport with customers, ensuring a positive sales experience.

· Ensured high standards of quality assurance for roadside dispatchers by grading calls for adherence to procedures and customer service.

· Analyzed trends and provided recommendations to improve associate efficiency and customer interactions.

· Conducted daily audits of over 200 associates, focusing on quality and training improvements.

· Led training sessions and weekly team huddles on newly implemented procedures.

· Maintained and updated daily audit records using Microsoft Excel and provided weekly support to associates.