Jennifer Hackett Email & Phone Number

Farmington, Connecticut, United States

Farmington, Connecticut

Farmington, Connecticut

Windsor, Ct

• Successfully managed a remote team of licensed Customer Service Specialists handling complex transactions and service escalations. • Coached staff, in office and via SameTime, to provide specific, meaningful feedback. Responsible for effective communication of expectations and holding the team/individuals accountable for achieving superior metrics and competency results.• Accountable for the planning and execution of process improvements for the Personal Lines Agency Department which, at times, requires urgent, prompt turnaround expectations.• Monitored real-time staff activity using multiple systems including IEX TotalView.• Coordinated and drove the development of the Personal Insurance Escalation Skill and utilized internal resources to determine its value.• Developed and maintain a strong partnership with Sales Representatives, Managers and Sales Solutions Team to improve identification and resolution of technical and service issues that impacted the Agency channel. • Key partner in successfully merging the Personal Insurance Customer Care Special Services and New Business departments (2009-2010) as a cost benefit to the organization. • Served as the countrywide technical expert for Personal Insurance Customer Care Special Services.• Led a Dual Skill Pilot for the PI Swing Team, in which the responsibilities included creating plans for communication, training, execution and data analysis.

Southington, Ct

• Provided technical training for experienced representatives in a new line of business.• Conducted trainee assessments, maintained new hire performance documentation, and administered exams.

Southington, Ct

Southington, Ct