Kimberly Mingus Email and Phone Number

Leads a first line of defense team to ensure the overall effectiveness of risk and compliance related programs within the call center environment. Ensures adherence to all state and federal rules and laws as well as insurance regulatory requirements while balancing the best in customer experience. Responsible for supervision on business controls including self assessments, identification and evaluation of control effectiveness. Partners with business partners within the Business, IT, Legal and Regulatory services facilitating risk and compliance remediation, market conduct exams and monitoring first line of defense processes to minimize risk exposures.

Leading Enterprise Complaint Handling teams representing multiple business units aligning processes, coding, reporting and best practices to create a seamless experience for customers and executive leadership team.

Successfully leads and retains a team of thirteen high performing employees in four locations and two different business units. Created new team structure offering career development within the team and preparation for continuing opportunities. Empowered team to drive change through process improvement, sharing best practices and personal successes with their teammates and other business units, encouraged personal ownership for team results and influence, partnered with team in achieving and maintaining a positive team environment.Re-engineered process for consumer complaints handling for Personal Lines, Billing and other business units. Developed consistent reporting techniques and coding Reduced consumer complaint conversion to DOI complaints by more than 50%. Created Service Operations Consumer Survey to capture consumer feedback on contact with Perosnal Lines and Billing.

Drove operational excellence in Service Operations as a liaison between the agency force of approximately 3,000 and the operation with 450 employees. Led project definition, completion, research analysis, cost benefit analysis and documentation. Analyzed Customer Experience Survey results providing operational improvements suggestions for operation employees and the agency force in the form of training opportunity, communication pieces and examples of operational excellence. Networked with various business owners to improve processes, products and efficiencies. Researched and drove improvements in regards to system issues with Operations, Product Management and Home Office Underwriting.Developed educational messages for agency force during high hold times to encourage self-education and assist in work flow improvements. Led webinars on new products and processes for Texas, Virginia and Tennessee. Provided agents to participate in two Billing feedback seminars and the Marketing sessions. Participated in monthly state of the states calls, CSR Rallies, District Meetings, and Agent Training sessions. Provided face to face support to agents by participating in Agent Seminars.

Provided outstanding customer service to approximately 3,000 agents, their district managers, and their insured’s.Led and Assisted on various projects and process improvements.Contributed to the Training of new employees and the continuous training of over 250 existing employees.Evaluated production quality reinforcing positive behaviors and changing behavior to facilitate quality improvement. In 2009 led three out of the top five performing employees in my personal lines location. Developed front line employees utilizing underwriting and systems knowledge to create a One and Done atmosphere, provide a consistent level of superior service and preparing them for greater levels of responsibilities. In 2009 2 of my employees were promoted to training and supervision.

Developed and implemented plans to encourage improved premium growth and profitable results, working directly with the State Office, Division Marketing Managers, District Managers and Agents.Volunteered to work with Quality Assurance Team responding to Texas Department of Insurance complaint letters relating to underwriting issues. Created agent profiles to identify qualities and procedures leading to profitable and unprofitable agency operations; successfully worked with agents to improve deteriorating or unprofitable results.Presented new initiatives, training materials and requested information to District Managers and Agents.

Evaluated new, reinstatement and policy change applications to determine quality of risks, acceptability and proper rating with a consistent 96% accuracy rate.

Ran day to day operations fro busy property and casuallty insurance office. Responsible for policy maintaince, inside sales for auto. home , umbrella, life, financial services office with approximately 2500+ PIF.