Jeff Mlinar Email & Phone Number

Tampa/St. Petersburg, Florida Area

Tampa

Coordinate moderate to high risk compliance projects, application filings and/or mailings. Provide market conduct exam support. Coordinate quality reviews of implemented compliance defects. Act in the capacity of a subject matter expert with regard to departmental processes, business rules and guidelines.

Greater Milwaukee Area

• Leads and manages the day to day operations of a sales team which is responsible for successfully placing, reselling, retaining and cross selling/up selling Assurant Health products to existing customers and agents and.
• Responsible for team performance management and driving placement and retention results. Monitor and evaluate critical operational metrics including but not limited to productivity, placement rates, stick rates and new.
• Coach, mentor, provide direction and expectations, and conduct performance evaluations for staff. Pursue employee development initiatives and take appropriate disciplinary actions, when appropriate, to maximize.
• Support and project manage the implementation of key business initiatives into the department. Document project status by providing accurate and timely reports of current and projected progress of all project tasks..
• Collaborate with peers to promote and create an environment of cross-operational effectiveness. Ensure customer experience is optimized through process improvement initiatives and cross-functional knowledge sharing.
• Handle and resolve complicated escalations, including Presidential escalations. Perform root cause analysis, determine proper course of action and make business decisions to promote the customer experience.

Greater Milwaukee Area

• Respond to in-bound customer termination requests for departments within our Call Center.
• Use a consultative sales approach in identifying the needs and concerns of customers canceling their coverage through the use of probing questions. Once needs are established Retention Specialists take the customer.
• Requires the ability to diffuse situations and focus on the issues are vital in reaching positive results.

Greater Milwaukee Area

• Present training programs, coordinating and participating in post-training program evaluations to gauge training effectiveness.
• Develop performance improvement plans for learners and coach/feedback learners as appropriate.
• Prepare training programs and materials, consistent with training needs and training project development plans.
• Coordinate training activities with other training personnel and internal customers to insure training consistency and compliance with departmental training standards and customer requirements.
• Conduct research and provide recommendations concerning training needs.
• Prepare training project development plans.

Tampa/St. Petersburg, Florida Area

• Administered changes to customers policies based on their request.
• Respond to incoming correspondence documents.
• Respond to in-bound customer service requests for the call center.