Latoya Facey Email and Phone Number

• Work closely with underwriters as well as other departments in order to create stop loss quotes on time and with high quality.• Review, check and gather legal documentation used to create proposals.• Compile, sort, review and verify data accuracy using source documents. • Detect errors and initiate correction follow-ups with clients.• Provided support to ensure that new and renewal business are processed to agreed service standards.

•Worked alongside management team to resolve discrepancies and issues related to claims, insurance policies and ensured highest level of customer satisfaction at all times.•Led interdepartmental customer service training program which significantly increased net promoter scores (NPS) and resulted in higher customer satisfaction levels. •Maintained customer retention after a 15% statewide rate increase was introduced; created call list with over 50 policyholders and reviewed detailed policy and discounts. •Generated new customer accounts including auto, home, marine and umbrella insurance while servicing existing accounts.

•Consistently utilized integrity-selling training to maintain customer accounts, increase retention and increase sales performance. •Outperformed amidst challenging situations and maintained ability to follow specific guidelines and exceed goals on a daily, weekly and monthly basis. •Processed all claims while properly documenting pertinent information and inputting specific activity to ensure efficient and accurate resolution.

•Spearheaded development of various educational programs with keen attention to creation of webinars, publications and conferences. •Coordinated revision of educational and marketing material and content for national conferences which hosted nearly 1, 000 attendees bi-annually. •Worked alongside volunteer committee and managed database of over 3, 000 individuals while overseeing and organizing various events. •Orchestrated creative cost-saving methods while ensuring implementation of current technology trends and maintaining market competition.

• Productively managed all accounting and invoicing for the education and certification program.• Successfully facilitated interdepartmental interaction to accomplish goals. • Established and maintained positive relationships with members and certification participants through information requests, order placements and problem resolution.• Effectively created and implemented programs to encourage increased participation in the Professional Researcher Certification and On-Demand Education Program.• Creatively designed new program certificates and executed the distribution to qualified participants. • Continual professional development to expand knowledge of various areas in order to successfully approve education for certification contact hours.• Answered phones and assist in overall member service and customer support.• Participate in and take minutes for department committee meetings

•Generated AP reports and maintained daily employee logs on a daily basis. •Provided administrative support to management team while facilitating effective communication between all departments. •Maintained all HR-related documentation and files for all employees and ensured confidentiality at all times. •Coordinated new-hire paperwork and orientation for oncoming employees while ensuring proper documentation and maintenance of files.

• Efficiently collaborated with both Alumni and student body to accomplish goals.• Industriously developed and implemented strategies to increase donations per call. • Successfully surpassed donation goals with strong communication skills.• Prolifically collected data with expertise in researching various objectives and methods. • Coordinated and performed advanced administrative and supervisory functions necessary to execute and document programs. • Excelled at facilitating a team atmosphere among management and peers.