Amy Pals Email and Phone Number

With over 20 years of professional insurance experience, I am a result driven team member who consistently delivers on commitments, implementing change for continuous improvement and adding business value with proven ability to build strong relationships with staff, clients, and customers. Self-motivated and an innovative thinker, consistently pursuing new challenges to stretch abilities, expand knowledge and bring greater returns to employers, employees, and my company.I thrive in the structured atmosphere, where I can efficiently manage tasks, engage in real-time discussions, and contribute my skills and expertise to a team-driven atmosphere.

My role is to build and maintain long-term relationships with Clients and Business Partners and to lead our Account Management Team to accomplish this goal. As a strong leader with and vast knowledge of the insurance industry, I am effectively able to offer benefit plan understanding and solutions to those I encounter. Additionally, I provide direction to my team as we strive to meet organizational expectations for quality, productivity and overall goal achievement.

Senior Account Manager• Oversee and manage an assigned client base in order to promote positive long-term client relationships• Communicate regularly with to clients to answer questions, ensure daily processes are running smoothly while looking to grow the business• Manage daily, weekly and monthly financial and operational status reports in regards to day-to-day production and projects Customer Service Trainer • Created and Implemented Customer Service Training Manuals and Materials• Conducted new hire trainings• Developed and Trained on compliance, fraud and HIPAA• Coordinate and prepare pricing and contract updates as well as assist in the development and execution of client projects• Conduct strategic business meetings and growth planning sessions with the client and Senior ManagementOperational Business Analysts • Develop and maintain requirements for new system functionality • Update Standard Operating Procedures (SOP’s) when processes or systems would change• Define stakeholder roles, risks and responsibilities• Create use-cases, use-case modeling for the Operational areas for existing clients/processes or new client/processes implementations Application Control Supervisor • Supervised a staff of 20 employees that processed business for ten different clients• Hiring, training, disciplinary action and termination where the day-to-day functions, while making sure to communicate and implement department and company goals and initiatives

• Created and Implemented Customer Service Training Manuals and Materials• Conducted new hire trainings• Developed and Trained on compliance, fraud and HIPAA

Field Training: Recruited and trained insurance agents in the lower 48 states and parts of Canada. Field training for insurance agents on the different products (Long-Term Care, Health, Life and Group Insurance) that LeClair Insurance Services represented. While also providing consulting services on tradeshow coordination, insurance seminar planning and created marketing plans to help make the representatives more productive. Training included web-seminars, phone conferences and face-to-face presenting. Marketing: Created and developed the following: * Newsletters * Brochures & Newspaper Advertisements* Long-term & Short-term Marketing Plans * Promotional and Incentive Programs * A six-step process for insurance agents to conduct a successful Long-Term Care Seminar.