LYDIA KALLSTROM
Marietta
Summary
Experienced sales and customer service representative with a decade of expertise in problem-solving and task management. Proven track record in handling unique challenges and achieving goals efficiently.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Insurance Producer
Farmers Insurance Agency
Fargo
07.2023 - Current
- Conducted thorough risk assessments to identify coverage gaps.
- Educated clients on insurance products and tailored options to meet their specific needs.
- Maintained strong client relationships through proactive follow-ups and personalized consultations.
- Developed insurance policies tailored to client needs and preferences.
- Prepared accurate quotes for prospective clients based on their individual needs.
- Drafted insurance policies and ensured all documents were accurately finalized and filed.
- Presented comprehensive explanations of insurance policies to clients.
- Provided training and mentorship to junior staff on policy details and best practices.
- Developed and implemented targeted marketing plans that expanded client base and enhanced brand visibility.
- Utilized various software programs to manage accounts efficiently.
- Uphold compliance standards for insurance sales.
Sales Consultant
Progressive Insurance
Atlanta
11.2022 - Current
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs, with a 68% close rate and 87% fulfillment rate
- Developed key customer relationships to increase sales and demonstrated product features to align with customer needs.
- Enhanced customer purchasing experiences by actively listening to needs and recommending optimal services, contributing to steady revenue.
- Demonstrated products to showcase benefits and advantages, effectively encouraging purchases among potential buyers.
- Presented tailored products and services to prospective and existing customers, ensuring alignment with client needs.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Handled credit and debit card payment processing to complete purchasing experience.
- Produced auto and special lines insurance for clients
Director of Administration
Panacea Plumbing
03.2022 - 11.2022
- Schedule Management - Coordinated office schedule and operations to secure efficiency and compliance to company policies
- Supervised staff and allocated responsibilities to enhance team performance
- Managed agendas, travel arrangements, and appointments for staff to streamline operations
- Accounting - Managed Accounts Payable and Receivable, has decreased Aging Accounts Receivable by 67%
- Reconciled deposits, managed QuickBooks functions (invoicing, journal entries, employee timecards)
- Controlled databases for employee information, subcontractors, vendors, inventory, sales, A/R, and A/P.
- Correspondence Management - Managed phone calls and correspondence (e-mail, letters, packages etc.)
- Inventory Control - Tracked stock amounts of office and warehouse supplies; placed orders when necessary
- Submitted timely reports and prepared presentations and proposals.
Quality Control Analyst
ASM Research
New York
11.2020 - 03.2022
- Reviewed and approved medical and legal documentation to ensure compliance and accuracy.
- Maintained up-to-date knowledge of claims processes, rules, and federal and state regulations
- Collaborated with account leadership and team leads to enhance agent efficiency and knowledge retention, resulting in 18% increase in claims processed without error.
- Coached and trained team members on refresher topics, contributing to consistent 20%-23% weekly increase in agent QC scores; fully trained new agents through all learning tiers.
- Operated as a Subject Matter Expert (SME) and Point of Escalation for issue resolution
- Developed and updated project manuals and technical documentation utilized by entire QA team.
- Supervised teams of call center agents, ensuring client information is processed quickly and accurately
District Relief Manager
Waffle House
10.2018 - 11.2020
- Traveled to multiple units for two to three weeks, overseeing daily operations and ensuring seamless management across locations
- Managed staffing and scheduling for all district stores to optimize workforce allocation and enhance operational support
- Ran shifts to maximize productivity and efficiency, receiving regular positive feedback from customers and team members
- Tracked labor and food costs to maximize profit margin, decreased overhead and profit loss by at least 15
- Oversaw inventory control and managed product ordering processes
- Interviewed potential candidates, completed full cycle hiring process and onboarding, decreased employee turnover rate by 10%
- Conducted training for new employees across all roles
- Full cycle payroll processing, monitoring and processing payroll garnishments, employee tax withholding and exemptions
Office Administrator
Roswell Home Renovations
10.2015 - 10.2018
- Full cycle payroll processing, monitoring and processing payroll garnishments, employee tax withholding and exemptions, HR, employee benefits
- Managed invoicing, accounts payable and receivable, and company documents to maintain accurate financial records
- Scheduled and coordinated appointments for clients and contractors to optimize workflow
- Answered phones and responded to client and contractor inquiries to ensure effective communication
- Created detailed cost estimates for projects
Skills
- Sales strategy
- Sales expertise
- Client education
- Risk assessment
- Salesforce and Zendesk
- Customer service
- Data analysis
- Inventory control
- Microsoft Windows
- Office suite
- QuickBooks and Paychex
- Office and Drive suites
- Microsoft and Google OS
- Resource management
- Time management
- Scheduling and process improvement
- Team leadership
- Hiring and onboarding
- Coaching and training
- Problem solving
Certification
- Property and Casualty License
- Life Insurance License
- ServSafe Manager Certification
Timeline
Insurance Producer
Farmers Insurance Agency
07.2023 - Current
Sales Consultant
Progressive Insurance
11.2022 - Current
Director of Administration
Panacea Plumbing
03.2022 - 11.2022
Quality Control Analyst
ASM Research
11.2020 - 03.2022
District Relief Manager
Waffle House
10.2018 - 11.2020
Office Administrator
Roswell Home Renovations
10.2015 - 10.2018