Manage a team of Contract Administrators who process quotes for transformers.

Assisted in setting up speech analytics platform for use in customer service metrics. Learn, create, and analyze speech data across all inforce policies to determine process and quality improvements, trends in call reasons, and team performance.

• Data analyst for department: develop, modify and maintain reports within SAP Business Objects related to department goals, incoming and outgoing work volume, and associate productivity driven by product line and team specifics• Lead projects related to knowledge management, process improvements, employee engagement, training and productivity; use of Lean tools• Facilitate Standard Operating Procedure updates with business leaders; technical writing and editing; knowledge management… Show more • Data analyst for department: develop, modify and maintain reports within SAP Business Objects related to department goals, incoming and outgoing work volume, and associate productivity driven by product line and team specifics• Lead projects related to knowledge management, process improvements, employee engagement, training and productivity; use of Lean tools• Facilitate Standard Operating Procedure updates with business leaders; technical writing and editing; knowledge management website updating• Process owner for technology solutions related to electronic application submission and delivery of life insurance policies; work with vendors and customers to solve problems• Create concept designs, business requirements and champion implementation of additional functionality within multiple technology platforms; successful in implementing three major platform changes Show less

• Respond to customer inquiries, resolve escalations and provide support for associates• Responsible for coordinating two teams of Customer Service Reps by being a subject matter expert, providing daily work goals, monitoring productivity and coaching individuals as needed• Daily use of SAP Business Objects to monitor work load, disseminate work to teams, and build ad hoc reports• Small project focus around processes to improve customer experience and processing time

• Handle customer emails and telephone calls in order to effectively and accurately process life insurance applications; identify trends in system issues and provide feedback to leadership• Participated in pilot Problem Resolution Team from March-December 2012 to handle customer escalations and system issues and provide resolution and internal tracking; extensive data analysis and reports to leadership while also identifying opportunities for improvement in processes and systems

• Created market comparison reports and provide feedback to broker and customers; weekly contact with all clients to provide status of listings and/or appointments• Updated and maintained company websites; created weekly newspaper advertisements; photographed and measured properties; designed marketing materials for properties• Assisted broker with scheduling, responding to customer inquiries, showing properties, and a wide variety of administrative and marketing tasks