Kaluwe Muntanga

• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
• Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
• Boosted team productivity by implementing collaborative communication platform.
• Conducted regular performance reviews with team members to identify areas for development.
• Conducted market analysis to pinpoint client needs, leading to tailored service offerings.
• Increased customer satisfaction with personalized follow-up strategies.
• Informed clients of policies and procedures.

• Managed finances and overall business direction through solutions-oriented problem-solving
• Discussed financial options with clients and provided informed suggestions
• Met with customers to assess needs, financial status and eligibility
• Met with clients to determine financial objectives and review assets, liabilities, cash flow and other financial information
• Drove sales by following up with leads and new customers through outbound calls
• Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive

experiences.

• Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Built strong relationships with clients through consistent communication and excellent customer service.