Shannon Hoff Email & Phone Number

Minot, North Dakota, United States

Minot, North Dakota, United States

Diligent and resourceful with strong aptitude for self-directed learning and proven ability to solve complex problems. Collaborative team player excelling in bridging gaps between IT and business functions, ensuring alignment and effective communication among stakeholders. Holding active FINRA Series 6 certification, skilled in navigating complexities of financial sector. Known for adaptability and flexibility, thriving in fast-paced environments while bringing organization and analytical thinking to every project. Proficient in assessing risks and promoting continuous improvement, driving operational excellence through data-driven insights. Solid foundation in project management, committed to delivering impactful solutions that enhance business performance.

United States

Provided subject matter expertise on company products, processes, and systems related to areas of expertise.• Championed project prioritization and selection across multiple business units, driving improvements in infrastructure, applications, and business processes, resulting in implementation of new products, remediation efforts, and compliance with regulatory requirements.• Collaborated in strategic planning processes related to system projects and system enhancements that made it easier for processors to manage and support customers through improved infrastructure, applications, and business processes.• Led projects, gathered data, created project charters, and engaged other internal and external departments, achieving 95% project deliverables as defined by project scope.• Facilitated new product implementations by attending project meetings, reviewing and signing off on requirements, workflow processing, training plans, and system interfaces; reviewed transition rules and guidelines for business impact.• Utilized knowledge and understanding of processes and requirements for life policy owner service, enabling business to eliminate mistakes or misunderstandings during project completion.• Assisted with compliance cases; researched and communicated with compliance, legal, and management to make business decisions.• Worked with training and technical writers to write process documentation that made it easier for processors to manage and support customers.• Built spreadsheets and analyzed data to process mass mailings, determine risk, and complete mailings without delay.• Provided regular communication to all senior stakeholders, improving decision-making and mitigating risks.• Executed compliance initiative following California Supreme Court ruling that mandated 60-day grace period for all policies issued in California, resulting in mailing of 64K letters to policyholders.

Minot, North Dakota, United States

Provided subject matter expertise on company products, processes, and systems related to areas of expertise.• Championed project prioritization and selection across multiple business units, driving improvements in infrastructure, applications, and business processes, resulting in implementation of new products, remediation efforts, and compliance with regulatory requirements.• Collaborated in strategic planning processes related to system projects and system enhancements that made it easier for processors to manage and support customers through improved infrastructure, applications, and business processes.• Led projects, gathered data, created project charters, and engaged other internal and external departments, achieving 95% project deliverables as defined by project scope.• Facilitated new product implementations by attending project meetings, reviewing and signing off on requirements, workflow processing, training plans, and system interfaces; reviewed transition rules and guidelines for business impact.• Utilized knowledge and understanding of processes and requirements for life policy owner service, enabling business to eliminate mistakes or misunderstandings during project completion.• Assisted with compliance cases; researched and communicated with compliance, legal, and management to make business decisions.• Worked with training and technical writers to write process documentation that made it easier for processors to manage and support customers.• Built spreadsheets and analyzed data to process mass mailings, determine risk, and complete mailings without delay.• Provided regular communication to all senior stakeholders, improving decision-making and mitigating risks.

Minot, North Dakota, United States

Provided subject matter expertise on company products, processes, and systems related to areas of expertise.• Championed project prioritization and selection across multiple business units, driving improvements in infrastructure, applications, and business processes, resulting in implementation of new products, remediation efforts, and compliance with regulatory requirements.• Collaborated in strategic planning processes related to system projects and system enhancements that made it easier for processors to manage and support customers through improved infrastructure, applications, and business processes.• Led projects, gathered data, created project charters, and engaged other internal and external departments, achieving 95% project deliverables as defined by project scope.• Facilitated new product implementations by attending project meetings, reviewing and signing off on requirements, workflow processing, training plans, and system interfaces; reviewed transition rules and guidelines for business impact.• Utilized knowledge and understanding of processes and requirements for life policy owner service, enabling business to eliminate mistakes or misunderstandings during project completion.• Assisted with compliance cases; researched and communicated with compliance, legal, and management to make business decisions.• Worked with training and technical writers to write process documentation that made it easier for processors to manage and support customers.• Built spreadsheets and analyzed data to process mass mailings, determine risk, and complete mailings without delay.• Provided regular communication to all senior stakeholders, improving decision-making and mitigating risks.

Minot, North Dakota, United States

Served as key point of contact for internal and external clients in corporate markets’ customer service; accountable for one-stop problem resolution.• Gathered Voice of Customer via proactive calls to determine and implement key customer requirements.• Coordinated service requests and provided exceptional service to corporate markets’ clients by working with functional teams, guaranteeing customer satisfaction.• Solved problems for sales management and producers by researching policy files and partnering with IT and functional teams to analyze situations and suggest actions.• Coordinated new case processes in corporate markets’ customer service, overseeing the timely and accurate management of new case implementations.• Expedited cases when complaints or special circumstances required creative solutions, gaining trust that all issues would be handled effectively.• Developed and maintained strong corporate markets’ business, products, and process knowledge across all distribution lines, enabling improved service delivery.• Coordinated internal administration processes, systems testing, and projects that positively impacted clients’ ease of doing business.

Minot, North Dakota, United States

• Designated as M Financial primary contact• Received incoming calls from policy owners and agents• Processed requests including fund transfers, loans, and address changes• Assisted with new employee training• Provided support for supervisors’ absences by handling complaint calls• Participated in several committees including Orientation Buddies, Project Re-engineering, Focus, and Magic Champions• Awarded an Orange Reward for refreshing customer service