Experience

American Collectors Insurance

• United States
• Insurance
• 1 - 100 Employee

• Phone Sales and Service Supervisor

  • Apr 2008 - Present

  Direct manager for 50 call center associates inclusive of monitoring job performance and ratings, training, and responses to client concerns. Implemented a continuous improvement program based on quarterly reviews to determine individual success parameters and qualification for expanded roles. Under this program staff retention improved and productivity gains were realized allowing for special project engagement. Assisting licensed staff with complex underwriting… Show more Direct manager for 50 call center associates inclusive of monitoring job performance and ratings, training, and responses to client concerns. Implemented a continuous improvement program based on quarterly reviews to determine individual success parameters and qualification for expanded roles. Under this program staff retention improved and productivity gains were realized allowing for special project engagement. Assisting licensed staff with complex underwriting decisions Designing and compiling various call center reports Servicing existing policyholders Underwriting and processing policy changes Answering general inquiries Selling and writing new business Underwriting to determine eligibility Cross-selling multiple lines of business Assisting various departments during peak seasons to ensure timely processing of paperwork Demonstrating American Collectors Insurance's core values by being selected for Retention Team Retaining USAA members during vendor transition Assisting additional departments in gaining familiarity with customer calls and issue resolution Show less Direct manager for 50 call center associates inclusive of monitoring job performance and ratings, training, and responses to client concerns. Implemented a continuous improvement program based on quarterly reviews to determine individual success parameters and qualification for expanded roles. Under this program staff retention improved and productivity gains were realized allowing for special project engagement. Assisting licensed staff with complex underwriting… Show more Direct manager for 50 call center associates inclusive of monitoring job performance and ratings, training, and responses to client concerns. Implemented a continuous improvement program based on quarterly reviews to determine individual success parameters and qualification for expanded roles. Under this program staff retention improved and productivity gains were realized allowing for special project engagement. Assisting licensed staff with complex underwriting decisions Designing and compiling various call center reports Servicing existing policyholders Underwriting and processing policy changes Answering general inquiries Selling and writing new business Underwriting to determine eligibility Cross-selling multiple lines of business Assisting various departments during peak seasons to ensure timely processing of paperwork Demonstrating American Collectors Insurance's core values by being selected for Retention Team Retaining USAA members during vendor transition Assisting additional departments in gaining familiarity with customer calls and issue resolution Show less



Ward Financial Group, LLC

• Licensed Underwriter

  • Jul 2005 - Apr 2008

  Servicing existing Allstate clients resulting in increased retention and growth Cross-selling techniques and prospect farming Training new hires Conducting in-depth policy reviews with customers Comfortable relaying complex idea over the phone and in person Building lasting and profitable relationships by reviewing clients' total assets and liabilities to ensure adequate coverage Servicing existing Allstate clients resulting in increased retention and growth Cross-selling techniques and prospect farming Training new hires Conducting in-depth policy reviews with customers Comfortable relaying complex idea over the phone and in person Building lasting and profitable relationships by reviewing clients' total assets and liabilities to ensure adequate coverage



Commerce Insurance Services

• Insurance
• 1 - 100 Employee

• Licensed Underwriter

  • Jan 2004 - Jul 2005

  Fielding inbound calls and assisting visiting clients Answering policy inquiries Amending and writing policies Contacting third parties (i.e. dealerships, mortgage companies) to obtain necessary documentation Maintaining client database Fielding inbound calls and assisting visiting clients Answering policy inquiries Amending and writing policies Contacting third parties (i.e. dealerships, mortgage companies) to obtain necessary documentation Maintaining client database



Intercounty Newspaper Group

• United States
• Education Administration Programs

• Advertising Representative

  • Jun 2003 - Jan 2004

  Retaining and expanding retail advertising clientele for Washington Township News Report Demonstrated strict time management skills from daily travel to local businesses Developed close knowledge of local businesses and the Camden/ Gloucester county areas Managing Classifieds Department covering seven local newspapers in South Jersey Creating and implementing weekly promotions Constructing advertising layout for each weekly newspaper Retaining and expanding retail advertising clientele for Washington Township News Report Demonstrated strict time management skills from daily travel to local businesses Developed close knowledge of local businesses and the Camden/ Gloucester county areas Managing Classifieds Department covering seven local newspapers in South Jersey Creating and implementing weekly promotions Constructing advertising layout for each weekly newspaper