- Oversee end-to-end management of 1000+ customer accounts, covering risk management, sales, payment processing, endorsements, approvals, issuance, and claims.- Proactively identify and implement process improvements, contributing to the development of efficient workflows.- Specialize in delivering exceptional customer service and resolving account issues, with a focus on Annuity Accounts.- Develop client communication materials, including advertising flyers and annual statements, while monitoring web inquiries.- Successfully recorded a short radio advertisement promoting annuities, reaching a wide audience through a prominent radio station.- Collaborate with the Accounting Department to process customer payments and various tax forms.- Consistently ensure smooth audit processes by promptly delivering all requested documents with accuracy and completeness.- Hold a Resident IL Life license.

- Crafted tailored insurance proposals for high net-worth clients, covering Home, Auto, Collections, and Excess Liability Insurance.- Demonstrated versatility by cross-training in issuance, endorsements, and inspections, seamlessly alternating between different workflows.- Co-founded an Employee Resource Group, spearheading initiatives for employee engagement, learning, and team building. Held position of Treasurer.- Provided mentorship to new team members, significantly contributing to successful training initiatives.- Played a key role in surpassing Service Level Agreements by contributing to overall productivity and quality goals.- Collaborated closely with underwriters and brokers to ensure clients received excellent customer service.- Applied strong research skills to validate information from various sources, ensuring accurate business data.

- Effectively led and supervised a high-performing team of 14 Case Managers, consistently achieving operational excellence and team collaboration.- Diligently monitored daily work volume, ensuring consistent adherence to service level agreements and exceeding performance benchmarks.- Conducted comprehensive evaluations and offered constructive feedback on employee performance, fostering continuous improvement and professional growth.- Proactively resolved escalated issues from both agents and team members, maintaining a positive and collaborative work environment.- Facilitated daily meetings with support teams, optimizing coordination to efficiently manage the daily workload and enhance team productivity.- Successfully interviewed and identified top-tier talent for hiring, contributing to the formation of a high-performing team.

- Conducted rigorous quality checks, identifying and analyzing processing trends to implement targeted improvements, resulting in a substantial increase in overall quality.- Proactively monitored work volume and aging reports, consistently meeting and exceeding performance goals, resulting in improvement in efficiency.- Provided hands-on mentorship to new hires and team members, playing a pivotal role in successful training initiatives and contributing to the professional development of the team.

- Expertly processed and managed customer information across a diverse range of computer systems, ensuring accuracy and efficiency in data handling.- Played a crucial role in the onboarding process by actively assisting in the training of new employees, sharing expertise and contributing to the seamless integration of team members.