Adrianna M. Email & Phone Number

Kansas City, Mo, Us

Kansas City, Mo, Us

United States

Kansas City, Missouri, United States

[actively licensed but not currently practicing]-Conducted comprehensive assessments of client needs and risk tolerance to design and sell customized insurance policies, demonstrating a strong focus on understanding individual requirements and delivering tailored solutions.-Managed policy renewals and maintained detailed account records, ensuring accuracy and compliance while implementing updates and changes, reflecting strong organizational and operational skills.-Researched industry trends and new developments to stay informed and provide clients and internal teams with relevant guidance.-Evaluated financial data and needs of prospective clients, leveraging analytical skills to recommend optimal solutions that align with their goals and circumstances.-Calculated policy premiums and facilitated automated payment setups, enhancing client experience through efficient processes and attention to detail.-Developed and expanded the lead pipeline by networking within the community and industry.-Collaborated with clients and underwriters to streamline the processing and issuance of new policies.-Provided exceptional service and support to clients, ensuring satisfaction and loyalty by effectively communicating features, benefits, and addressing objections, demonstrating strong customer service and sales skills.

Kansas City Metropolitan Area

-Collaborated with senior and extended leadership to establish best practices and develop policies and procedures, ensuring alignment on operational strategies that enhance overall performance and efficiency.-Managed diverse service offerings tailored to various business and business types, designing and refining standardized KPIs and quality assurance programs to meet success metrics and internal expectations, demonstrating a strong focus on performance management.-Maintained close oversight of deliverables from direct reports, proactively addressing knowledge gaps and performance challenges to ensure team success.-Engaged in professional development through seminars, conferences, training, and courses, bringing insights back to the team and managing additional responsibilities to expand knowledge and skills.-Supported and mentored mid-level managers in strategies (such as the GROW and SMART methods) to effectively manage their teams, hold them accountable, and drive productivity, fostering continuous improvement.-Performed data analysis to inform strategic decisions, presenting data-driven insights and recommendations for operational effectiveness, such as managing our Call Connect team's scheduling, creating trackers and sheets, and creating and reviewing reports from our workforce management programs. -Implemented incentive programs and engagement campaigns to boost employee morale and drive results, contributing to a positive workplace culture and improved performance.-Led cross-functional projects involving multiple teams, utilizing problem-solving skills to address complex challenges and achieve project goals, such as a remote work proposal during the pandemic and optimizing/auditing our internal knowledge base.

Lees Summit, Missouri, United States

-Analyzed customer service metrics and feedback to identify areas for enhancement, such as providing 'what to expect' customer materials and FAQs to maintain satisfaction ratings over 90% each week, and implementing necessary changes to improve overall service delivery.-Developed and implemented policies, procedures, and performance standards, like KPIs (response times, conversion rates, etc) and QA to enhance service quality and productivity.-Served as a primary liaison between internal stakeholders and external software partners, helping facilitate the successful creation and implementation of customized product solutions that improved operational efficiency and provided enhanced visibility into key data.-Directed communications across phone, email, and chat platforms to optimize service efficiency and guide interactions toward targeted, effective solutions.-Oversaw a team of customer service representatives, providing training and support to elevate service levels, and facilitating weekly meetings with the whole team and individually to manage performance and foster development.

High School Diploma

Education record