Gena Shears Email & Phone Number

Boca Raton, Florida, United States

-Perform analytical research, using filed and approved regulatory manuals (Statistical Plan Manual, Policy & POC Reporting Guidebook) to provide solutions that resolve data reporting issue and inquiries as well as facilitating self-service opportunities and ongoing customer education.

-Utilizing extensive knowledge of our organization’s products and services, makes customer recommendations that facilitate self-service opportunities and ongoing customer education. Assists customer’s with non-routine billing and invoice questions that may result in changing the current compliment of existing products a customer receives and/or determining if credits should be posted to the account.-Assist customers with the appropriate product/service selections based on customer type and corporate relationship. Recommendations may result in converting customers from existing offerings to more efficient and effective electronic products. Also responsible for recommending and registering customer for various events that will enhance subject matter knowledge (DEP, ACC, Producer Workshops).-Leverages multiple on-line systems to conduct extensive research to determine the origin of charges a customer has received and if the charges are accurate or if a credit will be issued to the account. Requires adaptation of internal processes based on customer specific requests.

-Utilizing knowledge of filed regulatory manuals (e.g. Experience Rating Plan Manual, Basic Manual), provides detailed explanations and educates customers on the appropriate use of rules for unique business related inquiries. Situations may require knowledge of state specific rules for 39 states, adaptation of internal processes based on customer specific requests and/or extensive research of multiple on-line systems. -Analyzes claim and payroll information from insurance carriers to explain year over year variations in worksheet calculations. Utilizes knowledge of filed regulatory manuals for additional support and customer education.-Provide technical instruction to insurance agents and insurance carriers regarding payroll, loss and insured ownership information to complete regulatory required forms for the production of Experience Ratings, Classification Credit Premium Adjustment Program (CCPAP), and other premium modification programs.-Leverage data contained in a variety of on-line systems to determine whether to recommend the production or revision of Experience Rating modification factors and ownership information. Capture customer detail and their requests in a proprietary online system and refer the request to key business partners for completion.

• Monitor workload of Claim Service Representatives and Senior Claims Service Representatives• Administer monthly department audits and update Policy and Procedure manuals.• Disaster Relief Response Team

Boca Raton, Fl

-Manage special handling procedures for the Withdrawal Processing Center-Provide detail oriented training on department procedures and functions of multiple products to new employees-Collaborated with management to ensure successful implementation of the Withdrawal Processing Center -Follow FINRA regulations and guidelines to ensure proper processing/handling of products-Assist management with supervisory tasks-Conduct investigations to reduce employees error rates-

• Assist in the management and supervision of a 13 person team.• Collaborate with management to ensure successful implementation of the Withdrawal Processing Center. • Follow Financial Industry Regulatory Authority (FINRA) regulations and guidelines to ensure proper processing and handling of products.

• Respond to incoming calls from Mutual of America’s plan participants, contract holders, Institutional funds Shareholders and prospective customers.• Perform online data entry for transfers, allocations, and withdrawal requests.

Wellington, Fl

-Deliver exceptional service receiving and responding to incoming calls from customers and coworkers-Assist customers by answering questions and transferring calls to departments and stores in a professional and efficient manner-Support store operations by being a general resource for customers and employees-Provide a strong knowledge of store, departments, services and events-Train and educate employees on processes, tools and systems used-Provide daily sales reporting and various updates to departments-Maintain a high level of confidentiality

Wellington, Fl

-Set and achieve personal sales goals while supporting the goals of the team-Greet customers in a timely, professional and engaging manner-Educate customers on selecting accessories to complete their wardrobe-Provide honest and confident feedback to customers regarding merchandise style and fit-Build lasting relationships with customers by contacting them to follow up on purchases, suggest new merchandise and invite them to upcoming events-Consistently seek new fashion and product knowledge to act as an expert for the customer-Open new Nordstrom Fashion Rewards accounts as a means of building customer relationships-Work as a team player to ensure each customer receives the best service possible-Perform daily department maintenance tasks including stock work, re-merchandising, display, price markdowns, merchandise transfers and light cleaning