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

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

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.
• 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

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.

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.
• 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

• 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.
• 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.
• 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.
• 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

• 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.
• 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

• 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.
• 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