Asia Drew
Decatur,GA
Summary
Dynamic professional seeking a position in the insurance and finance industry where I can leverage my expertise in client relations to enhance customer satisfaction and drive business growth. Committed to fostering strong client relationships and contributing to a collaborative team environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Family Service Manager
SouthCare Cremation & Funeral Society
05.2024 - Current
- Partner and collaboratively with CEO to drive strategic initiatives for the company.
- Designated to manage client relationships in Atlanta region.
- Supervise insurance agents responsible for specific geographic area to ensure team collaboration and company productivity.
- Provide client consultation to discuss needs, preferences and financial options for funeral and after life services.
- Facilitate submission of insurance pre-need application under state licensure.
- Provide compassionate guidance and coordination throughout the planning process for clients.
- Manage required paperwork and documentation to ensure compliance with legal and regulatory requirements.
- Provide ongoing support to families before, during and after services.
- Lead and host company marketing events to promote services, products and packages.
- Engage with the community to build relationships and advise of services.
Lead Support Associate
Cetera Financial Group
01.2022 - 03.2024
- Conduct training sessions for new hires and ongoing training for existing staff to keep the team informed about products, services, and compliance requirements.
- Provide liaison duties between financial advisors and their clients while following FINRA guidelines and limitations.
- Assist financial advisors with all back-office tasks such as journal requests, new account opening, account maintenance, legal document submission.
- Oversee inbound calls from financial advisors and clients regarding various requests including but not limited to asset movement, account transfers, statement requests, distributions and withdrawals.
- Address inquiries from both internal and external customers promptly through email, fax, and phone communication.
- Address complex inquiries and issues from clients, ensuring timely and accurate responses to maintain high levels of customer satisfaction.
- Maintain accurate records of customer interactions and prepare reports on team performance, customer feedback, and operational challenges.
Insurance Agent
New York Life
03.2021 - 01.2022
- Initiate outbound calls to prospective clients to introduce services and explore potential opportunities.
- Provides consultation to clients to address insurance needs by offering life, health, and disability insurance and explain the terms and conditions of coverage.
- Establishes warm and productive working relationships with clients and colleagues.
- Develops base, quotes and risk profiles for long term sources of clients.
- Determines clients' particular needs and financial processes by scheduling discovery appointments and determining the extent of present coverage and assessment.
- Follow up with clients regarding policy renewals and adjustments, ensuring they maintain appropriate coverage.
- Ensure all sales and practices adhere to industry regulations and company policies.
- Attend community events and networking opportunities to generate leads and promote services.
Customer Service Representative Team Lead
NYS DMV
12.2017 - 09.2020
- Providing an exceptional guest experience by identifying the purpose of the visit and completing the requested transaction upon reviewing the supporting documents
- Processing various transactions including but not limited to license renewals, replacements and amendments.
- Complete original registration and title transactions and renewals.
- Accepting plate surrenders and processing driver assessments.
- Collect and process payments for services, ensuring accurate financial transactions and record-keeping.
- Provide accurate information about DMV policies, procedures, and state laws related to vehicle operation and licensing.
- Address and resolve customer complaints or issues as well as determining level of need.
Client Relations Specialist
FedEx
01.2017 - 11.2017
- Monitor and respond to incoming disputes/collections related emails
- Review and determine dispute validity and forward to the appropriate department for resolution
- Advise customer of the determination and escalate to manager if necessary
- Process approved credits in dispute log using the corresponding code
- Contact AP regarding outstanding invoices & noting the account accordingly
Consumer Support Coordinator
Forster & Garbus
12.2014 - 06.2016
- Discussed account details with customers and offered the best payment options available based on the consumers income and expenses, or advised customers of settlement offers
- Sent any necessary legal documents including stipulations, payment arrangement letters, settlement offers etc
- Skip traced accounts for possible contact numbers and assets based on legal stage
- Forwarded accounts to the Execution Department upon verification of assets for processing
- Updated account information according to status and necessary follow up
Customer Service Representative
Slomins Inc.
02.2013 - 12.2014
- Troubleshooting to diagnose and resolve alarm system problems
- Request deliveries for customers
- Schedule appointments such as yearly maintenance as well as emergency service if there is no heat or an oil leak
- Send service contracts to customers
- Handle incoming security alarms signals and respond accordingly
- Make outbound calls in order to reach emergency contacts and police/fire departments regarding alarm matters
Debt Resolution Specialist
Sunrise Credit Services
05.2011 - 02.2013
- Advised coordinators of daily and monthly goals while keeping a positive and upbeat attitude
- Boosted team moral when necessary
- Performed end-of-day paperwork by updating chart numbers and setting team goals for the following day
- Assisted consumers in resolving outstanding debt
Education
Bachelor - Legal Studies
ST. JOHNS UNIVERSITY
10.2024
Skills
- Client assessment
- Needs Assessment
- Program enrollment
- Salesforce
- Microsoft Office Suites
- Relationship Building
- Analytical Thinking
- Strategic Partnerships
- Staff Supervision
- Performance Metrics
- Community Outreach
- Program Development
Certification
- Life, Accident, Sickness, GA License#3393179
- Property & Casualty
Timeline
Family Service Manager
SouthCare Cremation & Funeral Society
05.2024 - Current
Lead Support Associate
Cetera Financial Group
01.2022 - 03.2024
Insurance Agent
New York Life
03.2021 - 01.2022
Customer Service Representative Team Lead
NYS DMV
12.2017 - 09.2020
Client Relations Specialist
FedEx
01.2017 - 11.2017
Consumer Support Coordinator
Forster & Garbus
12.2014 - 06.2016
Customer Service Representative
Slomins Inc.
02.2013 - 12.2014
Debt Resolution Specialist
Sunrise Credit Services
05.2011 - 02.2013
- Life, Accident, Sickness, GA License#3393179
- Property & Casualty
Bachelor - Legal Studies
ST. JOHNS UNIVERSITY
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