Helped client's secure piece of mind, knowing their loved ones will be financially protected in the event of death or disability.•Client Consultation - Meeting with clients to understand their financial needs, goals, and family situations. Assessing current financial status and future needs.•Product Knowledge - Staying informed about various life insurance products, including term life, whole life, IUL, infinite banking, and annuities. Understand an be able to able to explain features, benefits, and limitations in simple language.•Policy Recommendations - Based on client needs, recommend suitable policies and explain how they work, including coverage amounts, premiums, and riders. Utilizing proper field underwriting and risk assessment to qualify the prospect.•Application Assistance - Guiding clients through electronic application process over the phone, including gathering necessary documentation, completing forms, and ensuring all requirements are met.•Underwriting Coordination - Collaborate with insurance companies during the underwriting process, providing additional information or clarifying details.•Ongoing Support - Providing continuous support to clients, which includes reviewing policies periodically, assisting with claims, and making updates as needed due to life changes.•Sales and Marketing - Outbound calling to schedule client appointments. Actively seeking new clients through networking and referrals.•Compliance - Adhering to insurance regulations and ethical standards. Adhering to TCPA rules and regulations.•Education - Educating clients about the importance of life insurance and helping them understand the implications of their choices.•Recruiting and Team Building - Interviewing, onboarding, and developing new sales agents.

Organized 50+ team members in executing 1000+ daily transactions, including a remote and outsourced workforce. Partnered with operational support teams, including workforce management, training, and quality to drive organizational effectiveness. Balanced multiple projects of varying complexity.• Operations - Promoted more than 20 automation opportunities, cycle time reductions up to 50%, instituted 2 new key performance indicators, established guided workflow capabilities and reduced error ratios by 50%• Process - Discovery, design, UAT, documentation, stand up, subject matter expert, analysis. Contributed to multiple mid to large scale initiatives annually. Analyzed and visualized pilot performance and experimentation efforts. Mapped processes for redesign, outsourcing, and automation. Developed most widely used knowledge base article. Diagnosed, documented, and prioritized over 300 issues, bugs, and enhancements. Executed testing efforts for large scale implementations. • Team Management – Supervised 16+ direct reports, mentored 8 employees to promotions, developed talent selection criteria, 30+ hires, quarterly performance evaluations. Employee engagement scores - 80% favorable to feels supported by the immediate manager, 90% favorable for recognition, 83% favorable for strategic alignment.• Internal/External Relationship Management – Counseled more than 20 cross-functional teams to plan and execute projects, maintained external relationships with customers, vendors, and outsourced support. Orchestrated user interface changes for third-party platforms. Participated in RFP evaluation, cost estimates, and SOW review.

• Subject matter expert - answered daily questions from team members, project team participation• Quality and Training - guided customer interactions through quality evaluations, developed, delivered, and maintained new hire and refresher training content, coached and evaluated team member performance• Customer Service - Conducts research, investigates complaints, and handles escalated issues, processed transactions

Conducted lifestyle and medical history interviews with applicants for life insurance over the phone in contact center environment. Documentation of risk factors on the application for life insurance. Scheduled paramedical exams if applicable. Trained and mentored new employees.

Chase Insurance - Customer Service Representative and Team Lead

Analyze and identify risk, resolve issues, target and recognize patterns, documentation, training, mentoring

Staffing, Training, Scheduling, Performance Reviews, Reporting, Decision MakingPromotional Events, Inventory, Supplies, Stocking and MerchandisingCash Handling, Sales, Service, Ear PiercingDecreased shrink from 29% to 10%

Customer service, merchandising, mentor, service desk, jewelry, layaway

Public Interest