Robin Lynn Brown Email & Phone Number

United States

United States

Managing the Approval Call/Plan of Care Coaching Project while leading team of five (5) Eligibility Servicing Specialist and one (1) Senior Eligibility Servicing Specialist. • Enhancing the approval call to educate customers to assist with benefit utilization • Creating reports to manage the day-to-day workflow and measure productivity • Continuing to review processes for enhancements • Developing case studies for the team based on feedback received • Cross-training team to increase product skillset and team coverage • Working with business analyst and product manager to further define business metrics and success metrics for the project

Richmond, Virginia Area

Lead team of 10 – 12 Senior Claim representatives handling payments and other transaction work. Served as point of contact for escalations. Increased productivity by driving individual and team accountability. • Reviewed team metrics and processes to determine points of inefficiency• Strategically made sound enhancements to workflow based on product and associate strengths • Cross-trained team to improve productivity and expand team and individual skillset • Coached associates resulting in 85% meeting/exceeding department goals month over month • Managed AARP project to meet SLA of payments made within 15 days of approval to prevent company receiving fines or penalties • Supported CO Regulation project to assure customers received compliance communication within 15 days of initiation of claim or approval is made within 15 days of receiving all necessary documentation • Piloted the approval call and Helper Bees projects

Richmond, Virginia

Monitor call center metrics, capacity planning and analyzed data to implement strategies that increased productivity, decreased transfer rates, and reduced average handle time by instilling accountability and continuing to align with the company goals and vision. 14 direct reports • Reviewed team daily, weekly, and monthly scorecards to identify learning gaps and trends • Coached team to decrease After Call Work (ACW) by 12.91% across the customer service department, exceeded First Call Resolution (FCR) goal of 80% and met Call Quality goal of 92%• Mentored and developed 8 Customer Service Representatives, within a nine-month period, by assisting with resume’ writing and interview prepping which resulted in all being promoted to new internal positions• Effectively managed team through organizational and process changes • Established and maintained strong relationships throughout the claims department• Assisted peer with the development and rollout of the Problem Resolution Team Project Pilot

Glen Allen, Virginia

• Supervised and coached team of four licensed supervisors with 12 -14 reporting licensed agents • Daily tasks included but not limited to reviewing and analyzing prior day data to determine defects and discrepancies• Real time management of call volumes to determine spikes and nature of call spikes • Provide leadership with understanding of KPI’s and provide ways to meet/exceed goal • Monthly agent call review and provide a debrief to leadership to assist with knowledge gaps• Special Projects as deemed necessary o Successfully completed the Compensation evaluation project o Worked with the Sales Department on the Ancillary Sales Project o Assisted team with establishing department KPI’s o Assisted with the creation and rollout of the dissaster recovery plan

Richmond, Virginia Area

Lead a team of licensed customer service auto insurance representatives supporting the direct to customer sales models, by providing guidance, feedback and day to day direction. • Ensured service levels are met or exceeded assigned departmental quantity and quality standards by monitoring and analyzing call volumes and response times• Establishing and ways to more accurately caputrue 1st call resolution • Monitored capacity and service levels to ensure the team met or exceeded company standards • Evaluated associate calls for quality to assure customer expectations were met and to identify learning gaps • Resolved difficult complex customer issues and /or concerns

Responsible for leading, directing and motivating a team of 18 New Business Case Managers responsible for analyzing and submitting 150 variable, single premium deferred and single premium immediate annuity contracts on a weekly basis. Monitored capacity including productivity and phone metrics. Established and implemented strategies to increase productivity while continuing to maintain departmental goals. • Developed and implemented a procedure to mitigate company’s gain/loss resulting in over $1MM savings in gain/loss • Streamlined the fixed annuitization process increasing accuracy and productivity by 45%• Mentored and developed associates through individual performance management resulting in 50% promoted to new roles• Assisted with the development and implementation of a computerized processing system which enabling an initial 35% increase in productivity • Established and fostered positive relationships and rapport across departments resulting in service level agreements allowing team to further meet and exceed delivery on customer promises • Resolved escalated and complex customer issues by consulting with cross functional business partners, and applying analytical skills to reach compliant resolutions

Responsible for leading and directing the daily activities of a team of 15 Premier Producer Specialists, who were responsible for delivering exclusive service offerings to top annuity producers and firms. Established positive relationships and rapport with sales leadership and functional department leaders. Provided input, owned, and maintained the strategic vision for the premier services program. Handled all escalated or complex customer issues.• Supervised a team of 15 that provided exclusive services both new business and post issue to Annuity Financial Advisors that submit over $2 MM on a quarterly basis and Top Broker General Agencies that submitted $10MM on an annual basis• Increased top producer sales Year over Year by 10% creating and promoting an exceptional customer centric culture • Partnered with Executive Sales Leadership and Customer Experience Leaders to position and maintain the strategic vision for the Premier Services Program resulting in a new Tiered Services program to provide concierge service to Key Distribution Partners • Prepared weekly and monthly program analysis for executive leadership meetings • Provided quarterly producer metrics to external and internal sales teams for tracking producer program status• Collected, analyzed and presented program performance and forecast data to executive leadership for budgeting and capacity planning • Created, managed and trained Premier Producer Specialists on over 30 standard operating procedures closing knowledge gaps and assuring processes remained compliant• Exceeded customer expectations on a monthly basis and received “Best in Class” on industry Net Promoter Survey

Built and led a strong, motivated and efficient team of 22 Annuity Customer Service and Transfer/Exchange Representatives supporting the financial advisors and insurance agent sales channel for small and mid-market annuity accounts, by providing guidance, feedback and day to day direction. • Ensured service levels met or exceeded assigned departmental quantity and quality standards by monitoring and analyzing call volumes and response times• Implemented call quality service program, which reduced transfer rates by 60% and increased customer service quality scores by 25% receiving Dalbar Service Award for 3 years• Reduced transfer/exchange processing turnaround time from 4 days to next day • Monitored capacity and service levels to ensure the team met or exceeded company standards • Evaluated associate calls for quality to assure customer expectations were met and to identify learning gaps • Resolved difficult complex customer issues and /or concerns

Facilitated sales of mutual funds, variable, fixed and immediate annuities in conjunction with the Regional Vice-President (RVP) for the Florida territory. Provided financial advisors with 1 to 1 assistance; proactively providing marketing materials and completing sales documents to increase confidence between advisor and customer.• Maintained the Number 1 territory for the Internal Broker Dealer distribution channel with leading sales of: Single Premium Immediate and Variable Annuities, as well as Variable Life • Exceeded sales goal of $112MM by 12% for 2 years • Achieved sales goals as defined by the organization monthly for 2 years • Established and maintained strong relationships with financial advisors which resulted in an increase of 35% repeat producers in the territory• Reduced the number of not in good order applications by 50% in the territory through frequent communication and reviewing paperwork prior to submission

Masters, Business Administration; Finance

Bachelor Of Arts, Business Administration; Accounting