William Massie
Woodbridge,VA
Summary
Top-performing, results-oriented professional with hands-on experience providing top-notch customer service, This includes generating sales revenue, processing paperwork (email, faxes, etc.) data input i.e. Recording (typing) summaries of transactions and reviews of insurance applications and conversations, as well as handling outbound and inbound calls with professionalism and poise. Licensed Personal Lines Insurance Agent in Virginia with proven success creating bottom line impacts through targeted sales initiatives, attentive customer service and proper business communication. Able to abide by corporate and info security protocols when recording or handling consumer or business data. Maintains excellent attention to detail in maintaining business records and correspondence both internally and externally. Possess an unwavering commitment to customer service with an aptitude to build productive customer relationships, resolve complex issues, and win client loyalty. Articulate and refined communicator with exceptional listening, attention to detail, data entry, leadership, negotiation, organizational, interpersonal, problem-solving, and relationship-building skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Sales and Service Agent
Government Employees Insurance Company (GEICO)
08.2018 - Current
- Handled high call volume during busy season with 100+ calls per week and provided top-notch customer service to attain maximum client satisfaction
- Contributed to improving customer service and sales metrics monthly
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Audited more than 100 calls per month to ensure accuracy, quality, and delivery of best-in-class customer service during stint in Quality Assurance
- Recognized by the management for extraordinary performance and gained promotion from:
- Sales Rep 1 to Sales Rep 2 within 3 months, then Sales Rep 2 to Sales Rep 3 in August 2020
- Moved from 4th quartile rankings in Service Calls handled to 2nd quartile rankings in 2023
- Maintained excellent records on customer interactions and policy files for future reference
- Analyzed/researched multiple policy options from various product lines and states to provide best solutions for individual customers
- Handled various administrative tasks including billing transactions, emails, digital faxes, emails, recording of customer requests/transactions etc
Car Salesman
Koons Kia of Woodbridge
06.2018 - 08.2018
- Set appointments with local and regional customers, presented vehicles, offered test drives, utilized interpersonal skills to negotiate prices, and finalized sales deals
- Used lead generation programs like TrueCar to identify/source potential customers
- Reached out to hundreds of leads through emails and phone calls on a weekly basis, while professionally responding to their questions about cars and vehicles status
- Collaborated with sales team on incentive-based structure and provided accurate/reasonable sales prices to individual clients
- Promoted to Internet Sales Division for consistently exceeding performance goals and demonstrating ability to excel in roles of higher responsibility
- Helped generate revenue by selling vehicles at local dealership
English Teacher
Stars and Stripes Academy
06.2017 - 03.2018
- Planned and delivered lesson plans in immersive English environment to students ranging from infant to adult and in class sizes up to 27
- Engaged multiple teaching techniques in classes ranging in age from infant to adult
- Established and maintained student records
- Enlightened and enriched students’ lives through interactive and engaging English lessons
- Expanded 50 minute lesson repertoire from simple role playing to varied, high intensity games and activities
- Stretched comfort zone by teaching effective preschool classes for the first time, with added difficulty of large class sizes
Translator
Ambition, Co. Ltd.
02.2017 - 06.2017
- Translated, proofread and localized in-game dialogue and text for various mobile games aimed at overseas distribution
- Created dialogue and style guide for brand new in-game character
- Translated hundreds of character lines for various online mobile games aimed at the Western market
- Created translation style guide and format for a new character over a three-month period
English Teacher
Interac, Co. Ltd.
05.2014 - 02.2017
- Assisted native Japanese teachers in public Junior High Schools with localizing English dialect and accent
- Developed lesson plans for classes of up to 30 students
- Taught effective and energetic English classes for elementary school students in 1st through 6th grades
- Created original coursework and materials for various 45-minute classes, totaling 28 hours per week of class time
Cashier / Store Member
The Home Depot
03.2012 - 04.2014
- Utilized exceptional communication skills to interact with customers, answer potential questions regarding products, assist with selections/purchases, and resolve potential concerns
- Carried out a series of tasks, such as posting cash register transactions, reconciling accounts, as well as handling heavy phone and foot traffic
- Entered customer purchase and returns transactions in the system
- Received recognition and raving reviews from customers for delivering superior services, both over the phone and in person
Education
Bachelors of Arts Degree - East Asian Studies
Oberlin College
Oberlin, OHSkills
- Customer Service
- Sales & Revenue Generation
- Business Correspondence
- Data Entry
- Strategic Planning
- Record Keeping
- Targets Realization
- Team Participation
- Customer Relationship Management
Certification
- Property and Casualty Insurance License, State Insurance Commission of Virginia
- Japanese Language Proficiency Certification (Level N2) The Japan Foundation, Japan Educational Exchanges and Services
- TESOL / TESL / TEFL Certification, Oxford Seminars, Washington, D.C., USA
Languages
French
Limited Working
Japanese
Professional Working
Timeline
Insurance Sales and Service Agent
Government Employees Insurance Company (GEICO)
08.2018 - Current
Car Salesman
Koons Kia of Woodbridge
06.2018 - 08.2018
English Teacher
Stars and Stripes Academy
06.2017 - 03.2018
Translator
Ambition, Co. Ltd.
02.2017 - 06.2017
English Teacher
Interac, Co. Ltd.
05.2014 - 02.2017
Cashier / Store Member
The Home Depot
03.2012 - 04.2014
Bachelors of Arts Degree - East Asian Studies
Oberlin College
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