Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Brooke Powell

Peoria

Summary

Dedicated and licensed insurance professional with a proven track record in customer service, cross-selling, and policy management. Adept at handling high-volume calls, resolving complex issues, and maintaining compliance. Passionate about ensuring customers are well protected and informed about their insurance needs.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Licensed Customer Service Agent

Allstate Insurance Company
01.2024 - Current
  • Handle high-volume inbound calls, assisting customers with policy inquiries, coverage changes, billing questions, and general support.
  • Cross-sell and up-sell products to ensure customers have comprehensive protection that fits their needs.
  • Proactively contact customers at policy renewal to review coverage, identify gaps, and recommend appropriate adjustments.
  • Manage escalated situations and resolve complex customer issues with professionalism and empathy to ensure a positive experience.
  • Monitor and respond to customer emails promptly, identifying service needs and sales opportunities.
  • Collaborate with underwriting to verify policy accuracy and reach out to customers to obtain missing or updated information.
  • Maintain current knowledge of Allstate products, procedures, and compliance guidelines to provide accurate and effective service.

10.2022 - 01.2024
  • Took time off to care for and raise my son, born in April 2022. During this time, I continued to develop personal strengths such as patience, multitasking, and time management, which I bring into my professional work.

Loan Processor

LoanDepot
08.2020 - 10.2022
  • Review loan applications focusing on both interest rate reduction refinance loans and cash-out refinances.
  • Communicate with loan officers, underwriters, title companies, mortgage companies, and insurance companies to reach KPIs.
  • Processed hundreds of loan applications in a timely manner.
  • Consistently manage a pipeline of more than 60 loans, funding 30 loans on average per month.

Veterinary Technician

VetMED
04.2018 - 08.2020
  • Changed industries in order to gain experience to pursue my goal of becoming a Doctor of Veterinary Medicine.
  • Performing emergency procedures on animals.
  • Effectively communicated with clients to collect medical histories, explain estimates, and provide clear updates.

Sales Agent

Metromile
08.2015 - 04.2018
  • Consistently recognized as a top 3 sales representative in the organization, using a consultative approach to sell customers a suite of insurance products.
  • Recognized as a peer Manager and responsible for administrative and coaching tasks among the sales group.

Sales Development Representative

Zenefits
04.2015 - 08.2015
  • Sourced and managed all leads.
  • Tasked with progressing and tracking client conversation workflow from prospect origination until a meeting is set with account executive personnel.
  • Further developed my prospecting abilities.

Agency Owner

Farmer's Insurance
01.2013 - 01.2015
  • Owned, managed, and operated a Farmer’s Agency where I handled all lead development, closing business, and maintaining customer base. I closed my agency due to a life-changing event.

Education

Bachelor of Arts - Criminal Justice

University of Missouri - Kansas City
Kansas City, MO
05.2013

Skills

  • Time Management
  • Fast Learner
  • Ability to Work Under Pressure
  • Communication
  • Strong Organizational Skills
  • Self-Motivation
  • Collaboration & Teamwork
  • Customer service
  • Outstanding communication skills
  • Problem resolution

Certification

Property and Casualty License

Arizona Department of Insurance and Financial Institutions

Issued: February 2024

Expires: September 2027

Credential ID: 17243830

Timeline

Licensed Customer Service Agent

Allstate Insurance Company
01.2024 - Current

10.2022 - 01.2024

Loan Processor

LoanDepot
08.2020 - 10.2022

Veterinary Technician

VetMED
04.2018 - 08.2020

Sales Agent

Metromile
08.2015 - 04.2018

Sales Development Representative

Zenefits
04.2015 - 08.2015

Agency Owner

Farmer's Insurance
01.2013 - 01.2015

Bachelor of Arts - Criminal Justice

University of Missouri - Kansas City

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Brooke Powell