Experience

Robinson & Stith Insurance

• Insurance
• 1 - 100 Employee

• Insurance Professional

  • Jan 2022 - Present

  New Bern, North Carolina, United States



Brinson Insurance Agency

• United States
• Insurance
• 1 - 100 Employee

• Operations Manager

  • Oct 2020 - Jan 2022

  Bayboro, North Carolina, United States



Flatlands Jessup Insurance Group

• United States
• Insurance
• 1 - 100 Employee

• Personal Lines Account Manager

  • Feb 2019 - Oct 2020

  New Bern, North Carolna

• Insurance Professional

  • Sep 2018 - Feb 2019

  New Bern, NC NC P&C License



Sailcraft Service, Inc.

• United States
• Maritime Transportation
• 1 - 100 Employee

• Office Manager Sailcraft Service, Inc.

  • Apr 2017 - Sep 2018

  Oriental, NC 28571 Handle the daily operation of a full-service boatyard through Customer Service, both internally and externally. Duties include and are not limited to the following: • First point of contact with customers and vendors; meet and greet via in person, phone or email and provide excellent service or direct to the appropriate area for service. • Schedule boat repair work; input employees billable hours and materials into system to create invoices • Handle all A/P, A/R, Payroll and Tax… Show more Handle the daily operation of a full-service boatyard through Customer Service, both internally and externally. Duties include and are not limited to the following: • First point of contact with customers and vendors; meet and greet via in person, phone or email and provide excellent service or direct to the appropriate area for service. • Schedule boat repair work; input employees billable hours and materials into system to create invoices • Handle all A/P, A/R, Payroll and Tax Reporting • Maintain reports on A/R, Sales, Profit and Loss • Assist Owners with communication via verbal and/or written • Coordinate with employees on material ordering, work prioritization, schedules and employee relations • Order all office supplies; daily post office run; bank deposits Show less



Tidewater Real Estate, Inc.

• United States
• Non-profit Organization Management

• Office Manager

  • Jan 2017 - Sep 2017

  Oriental, NC Coordinate the daily operation of Real Estate firm through Customer Service, both internally and externally and ensures the office is successfully functioning day to day. Duties include and are not limited to the following: • First point of contact with customers and vendors; meet and greet via in person, phone or email and provide excellent service or direct to the appropriate area for service. • Schedule showings for Tidewater listings based on specific rules for each… Show more Coordinate the daily operation of Real Estate firm through Customer Service, both internally and externally and ensures the office is successfully functioning day to day. Duties include and are not limited to the following: • First point of contact with customers and vendors; meet and greet via in person, phone or email and provide excellent service or direct to the appropriate area for service. • Schedule showings for Tidewater listings based on specific rules for each listing • Coordinate marketing materials for advertising and work with vendors on draft and final publications • Maintain reports on stats; critical dates and expirations for listings using Flex MLS and/or Excel • Assist Broker in Charge with communication via verbal and/or written • Work on Flex MLS and Tidewater Website with listing input and updates • Coordinate with Real Estate Agents in office on various administrative tasks • Order all office supplies; daily post office run; bank deposits Show less



Philadelphia Insurance Company

• United States
• Insurance

• Contact Center Manager

  • Jan 2008 - Sep 2016

  Bala Cynwyd, PA Manage the daily operation of Call Center to meet goals for service, sales, productivity and quality of work. Develop call center plans and goals that are aligned with the Contact Center strategic plan. Works in conjunction with Contact Center Supervisors and staff to meet customer needs in a responsive and efficient manner. Hire, train, assign, direct and evaluate staff. * Contact Center has consistently met both production and quality metrics in ASA, Abandonment Rate, Talk Time, Survey… Show more Manage the daily operation of Call Center to meet goals for service, sales, productivity and quality of work. Develop call center plans and goals that are aligned with the Contact Center strategic plan. Works in conjunction with Contact Center Supervisors and staff to meet customer needs in a responsive and efficient manner. Hire, train, assign, direct and evaluate staff. * Contact Center has consistently met both production and quality metrics in ASA, Abandonment Rate, Talk Time, Survey Satisfaction, NPS score, Call Monitoring, Email Monitoring and Chat Monitoring. * Assisted in the development and implementation of our Work Force Management Software for the contact center. * Assisted in the development and implementation of our Call Recording and Quality Management Software for our contact center. * Maintained an attrition rate of < 1% my entire tenure as Contact Center Manager * Partnered with and oversee vendor relationship with an outsource vendor for integration of all Tier I calls * Partnered with our Underwriting and IT department to develop our new rating system which is being piloted with a new book of business recently acquired by Philadelphia Insurance Company.

• Account Services Supervisor

  • Feb 2005 - Jan 2008

  Bala Cynwyd, PA Responsible for both in house and external collections of past due receivables. Also responsible for ensuring accurate and timely premium processing functions including lockbox checks, credit card payments, wire payments, ACH Check by Phone payments. Worked with the credit card vendor on processing charge backs and worked with the bank on returned checks (NSF or stop payments). Partnership with the Internal Audit and Accounting departments for compliance with Sarbanes Oxley. * Daily… Show more Responsible for both in house and external collections of past due receivables. Also responsible for ensuring accurate and timely premium processing functions including lockbox checks, credit card payments, wire payments, ACH Check by Phone payments. Worked with the credit card vendor on processing charge backs and worked with the bank on returned checks (NSF or stop payments). Partnership with the Internal Audit and Accounting departments for compliance with Sarbanes Oxley. * Daily accurate and timely bank deposit reconciliations * Daily accurate and timely payment posting * A/R Write offs, as a result of past due earned premiums, were less than 2% of gross written premium as a result of inhouse and third party collection efforts.

• File Room/Mail Room Manager

  • Nov 2001 - Feb 2005

  Bala Cynwyd, PA Oversee the daily mail room and file room activities by ensuring all outgoing mail was processed daily and all incoming mail was delivered daily. This included daily invoices and complete policy documents. All daily cancellation notices were required to be logged with the post office. Oversee the file room operations which included drop filing all correspondence into the correct file, pulling and delivering files as requested and refiling accurately all returned files. Also responsible for… Show more Oversee the daily mail room and file room activities by ensuring all outgoing mail was processed daily and all incoming mail was delivered daily. This included daily invoices and complete policy documents. All daily cancellation notices were required to be logged with the post office. Oversee the file room operations which included drop filing all correspondence into the correct file, pulling and delivering files as requested and refiling accurately all returned files. Also responsible for our rental space which contained files that were older, but still needed, in order to be compliant with document storage specifications. * When I became the File Room/Mail Room Manager our operation was outsourced. I interviewed, hired and trained the entire staff. * I partnered with a File tracking vendor to create a file tracking system to ensure accurate tracking of all files for underwriting and claims. * All requested files were delivered within 24 hours of request. All files on individual desks were routinely scanned by hand held devices to ensure the accurate tracking of those files. * All invoices were ran through the collating machine and mailed out same day to ensure timely payment. * All non-pay cancellations and underwriting cancellations were mailed out in compliance with the respective states mailing rules.

• Executive Assistant to President

  • Dec 1999 - Nov 2001

  Bala Cynwyd, PA Served as liaison between the president and subsidiaries. Accustomed to fast-paced, high-pressured positions, demonstrated ability to prioritize multiple tasks, meet deadlines, and provide quality service. Key accountabilities included administrative functions (activity reports, ad-hoc reports, expense reports, confidential correspondence, presentation development, and scheduling/calendar maintenance) combined with event planning and coordination (travel arrangements, conference-call… Show more Served as liaison between the president and subsidiaries. Accustomed to fast-paced, high-pressured positions, demonstrated ability to prioritize multiple tasks, meet deadlines, and provide quality service. Key accountabilities included administrative functions (activity reports, ad-hoc reports, expense reports, confidential correspondence, presentation development, and scheduling/calendar maintenance) combined with event planning and coordination (travel arrangements, conference-call scheduling, meeting planning, promotional events, and collateral-material preparations). Accepted increasing responsibility demonstrating flexibility and ability to learn quickly.



The Franklin Mint

• United States
• Financial Services

• Executive Assistant to SVP Marketing & Sales

  • 1998 - 1999

  Media, PA



Synthes USA

• Administrative Assistant to Director SMF

  • 1997 - 1998

  Paoli, PA


Riley Riper & Colagreco
• Legal Assistant

  • 1996 - 1997


Pep Boys

• Vehicle Repair and Maintenance
• 700 & Above Employee

• Legal Assistant

  • 1987 - 1996

  Philadelphia, PA