A passion for customer service

Healthcare. Hospitality. Insurance. I began my career at 18 by working at a hospital before moving over to a boutique hotel where the flexible hours could accommodate my collegiate schedule. From there, it was onto the insurance field. The connective thread is this – taking care of others. Whether in the operating room, the board room or the lunchroom, I learned what it meant to not only be effective in sales, but what it looks like to strive toward an excellent customer experience. To me, and to many of those in the voluntary benefits industry, I think that’s what should come first: the customer experience. What does the product mean to the end-user and how can we help them? Effective voluntary sales come from the drive to truly help people and make a lasting impact in their lives. Take care of the end customers, and the rest will follow.



Voluntary benefits - the impact up close and personal  

I’ve been in the insurance industry for over 20 years now, having “involuntarily” falling into the voluntary benefits world. My wife knew the passion I have for sales and suggested that I try to put my passion into helping others protect themselves and their loved ones. I resisted at first but gave it a try and as I began to learn more about the industry, I was hooked.

I realized my passion for helping people was what the insurance industry was all about. Connecting with brokers and showing them how the products that we put our name behind, can genuinely be life changing for their employees and is extremely rewarding and beneficial to the customer. In sales, we’re on the front line when it comes customer service and the customer experience. To me, that means explaining how the products that are being offered can directly impact clients and improve their overall well-being. Again, putting the customer experience first.

The best part about my job is that it’s an opportunity to do well by doing good: what we do in the world of benefits has a very direct and positive impact in the lives of our clients. I know this all too well – I have been the person who shows up and delivers the check to someone in need. Early in my career, I had the opportunity to help an auto mechanic who suffered an unfortunate accident, putting him out of work and leaving his family in a financial bind. Having the added protecting of accident insurance helped to make sure his family was able to continue to pay bills and put food on their table without worry. I worked closely with this policyholder and the bond that was built between us during the claim process was something that wasn’t just a client relationship, it was a friendship that was built and one that we have held onto to this day. Ever since, I’ve always thought about the needs of policyholders first.
 
Putting the customer first

It’s not just the experience with my friend that has really put the emphasis on the employee experience for me. I started as a voluntary sales rep sitting in employee breakrooms, face-to-face with employees - a much different experience than it is now. But that time that I spent, sitting, and listening to employees has helped me understand and appreciate their perspective.

Trustmark understand this as well. In my short time here, I’ve seen that the people who I’ve interacted with truly understand what it means to serve and listen to the customer. Trustmark’s culture is something that made my eyes light up. The supporting, inclusive nature of Trustmark has been overwhelming and very warm to experience. There’s a fierce commitment to an excellent customer experience, and my approach to my clients' insight aligns perfectly with Trustmark’s values.

Trustmark just gets it

I use old fashion values when it comes to voluntary benefits. Work for it, earn trust, know the industry, and follow through. Delivering on promises and staying in touch afterwards are just a few of the things that I stand on. To me they are staples in customer service and putting the customer first. Knowing Trustmark truly cares and delivers on the promise to take great care of customers is so rewarding and makes me proud to be a part of the company. It’s this superior level of customer service that drew me to Trustmark and I look forward to sharing that passion with my clients for many years to come.