April Gluck Email & Phone Number

Tampa, Florida, United States

Tampa, Florida

Tampa/St. Petersburg, Florida Area

• Provides coaching, mentoring, and personal growth of team members while demonstrating strong leadership skills to encourage team collaboration
• Monitors the quality and quantity of my associates to ensure they are meeting production and quality expectations
• Responsible for developing and analyzing production reports and ensuring course correction based upon defined goals and objectives
• Resolves escalated customer complaints by phone and written correspondence
• Ensuring compliance with all relevant HIPAA guidelines
• Coordinates monthly team meetings and weekly team huddles

• Managing day to day operations of Jet Issue team including work assignment and schedules.
• Communicates action plans and results with senior leadership including VP level.
• Perform coaching activities to improve performance to achieve and exceed assigned goals.
• Assist manager with daily reports, team communications, and ongoing team improvement.
• Create solutions that drive higher customer satisfaction and improve policy issue timelines.

Tampa/St. Petersburg, Florida Area

• Managed day to day operations of three distinct teams: Contract Maintenance Team, Ask IDG Team, and NB Error Team.
• Assigned and managed daily task and assignment activities for all team members
• Ensured published SLA’s were maintained and managed appropriately
• Gathered reporting metrics to provide management with team status and areas for improvement including SLA performance metrics
• Performed standard people management activities
• Monitored quality and completion of all cases to ensure compliance to corporate standards

Tampa/St. Petersburg, Florida Area

• Managed day to day operations of CM and UA teams including work assignment and schedules
• Gathered reporting metrics to provide management with team status and areas for improvement
• Monitored quality and completion of all cases to ensure compliance to corporate standards
• Implemented cross-training for CM and UA groups to maximize utilization and redundancy
• Enforced SLA compliance for CM and UA teams to ensure 100% Agent satisfaction

Tampa/St. Petersburg, Florida Area

• Selected for the Middle Market Project based upon superior performance as Underwriter.
• Middle Market CAS lead for the Tampa Site.
• Assisted in multiple User Acceptance Testing efforts to ensure successful deployment for each release (Tampa and Bloomfield).
• Product and Process expert for all Middle Market activities for Tampa Underwriters.
• Recommend improvements to process in order to comply with guidelines and policies.

Tampa/St. Petersburg, Florida Area

• Review and underwrite Life Insurance applications up to $1,000,000.
• Research medical and financial requirements for various applications.
• Assess appropriate risk class using analytical skills and knowledge of medical terminology, product portfolio, underwriting guidelines and procedures.
• Effective verbal and written communications with sales agencies and management teams.
• Compose appropriate correspondence to the applicants regarding case details.
• One of the top underwriters in case production on monthly basis.