Mandy Massa Email & Phone Number

Lincoln, Nebraska, United States

This role supports the Transformation team in the conversion of blocks of life & annuity business through the development, documentation, and implementation of operational processes, output, controls, and reporting. This includes soliciting business requirements, developing process flows, and working with stakeholders to ensure proper implementation within the organization and/or vendor partners. It is a dynamic role that involves working on multiple projects at a time, which requires balancing priorities, strong communication skills, and mental agility while working across multiple aspects of insurance operations.

Lincoln, Nebraska, United States

Lincoln, Nebraska Area

Supervises and manages a team of 9-10 associates and team leads and works to meet production and customer service standards; supervises and manages system ­related projects for individual and worksite distribution lines; distributes and tracks daily production activity; performs other functions as assigned.

Lincoln, Nebraska

Responsible for overseeing start to finish process of new business annuity applications, resolving any open issues with internal & external customers, and in return serving as a liaison between producers, uplines, third-party administrators, Commissions, Contracting, & Licensing, Legal, and other departments as needed. Wellness, Community Involvement, & Job Satisfaction Committee member.

Lincoln, Nebraska Area

Developed, designed, and delivered banking software applications and service training to customers and employees.

Lincoln, Nebraska Area

-Developed & Updated training Materials for the Call Center-Assisted with Quality Assurance monitoring -Trained CSRs in multiple business areas-Assisted team leads in resolving Annuity questions, issues, & complaints

Lincoln, Nebraska Area

-Established & maintained daily schedules for 100+ people-Provided daily, weekly, and monthly reporting for call center statistics to management-Ensured call center had adequate phone coverage-Worked with Supervisors & Trainers to schedule different trainings & meetings that were needed

-Handled escalated calls in the Annuity Senior Representative Phone Queue-Developed training materials for the call center-Traveled nationally to provide employee training-Took calls on policy values, contract provisions, issue status &product questions, and assistedagents with using the company website & submitting new business

Lincoln, Nebraska Area

-Issued weekly employee schedules-Ran both opening & closing shifts, managing 4-10 people each shift -Interviewed, hired, & trained new employees as needed-Completed daily, weekly, and end-of-month reports and paperwork-Handled customer complaints

Bachelor Of Business Administration (Bba), Business Administration And Management, General, 3.964

Associate Of Arts (Aa), Business Administration And Management, General, 3.6