Lori Hendricks Email & Phone Number

Dallas, Texas, United States

Greater Chicago Area

Manages all aspects of account management to drive client satisfaction with MetLife and MAXIS; collaborates with Multinational Sales Executives to support current and new business in addition to renewals within their assigned territory. Currently the global single point of contact for the top two revenue-generating customers for MAXIS GBN, in addition to other Fortune 100 companies. In 2019, led the implementation of a Third-Party Administrator change needed to improve operational efficiencies resulting in cost savings and a positive impact to customers.•Leading the development of a new end-to-end service model to address the needs of unique customers while managing the Third-Party Administrator’s ongoing servicing per guidelines set during implementation to ensure a consistent experience for external customers.•Acting as a liaison between customers and internal MAXIS and MetLife areas while maintaining favorable working relationships with brokers and consultants to foster aid and promote a collaborative climate to maximize productivity, efficiency and effectiveness. •Retaining accountability for all day-to-day Account Management and service satisfaction; assisting team in managing at-risk customers and customer persistency; promoting proactive customer interactions and responds to problems and opportunities with a sense of urgency and tenacity to resolve customer related issues.

Aurora, Il

Served as a liaison between the customer and internal MetLife areas; as the primary advocate for the customer’s needs. Oriented customer to key tools and resources that will improve their customer experience; while developing strong relationships to facilitate issue resolution, as well as, root cause analysis and identify process improvement opportunities. Identified in 2016, as one of five Regional Market Client Service Consultants to participate in the National End to End Service Model Pilot Program.•Responded to client requests and leads projects, provided clients with alternative solutions to requests and can identify possible plan design alternatives; collaborated and acted as a liaison with client's Third-Party Administrator to assist with problem resolution and trouble shooting.•Coordinated and facilitated client meetings, in person or via conference call, and prepared materials, agendas and presentations, lead client account audits and partners with financial team in completion of client reports, as well as, strategic planning processes with sales; understood the detailed components and provisions in legal agreements between MetLife and the client and assisted in facilitating the execution of contracts to ensure compliance•Responsibilities included claims, underwriting, policy administration, global shared services, print, imaging and document management, billing and remittance, and non-U.S. customer service call centers.

Chicago, Il

Accurately identified, placed, and serviced the extensive insurance needs of global companies worldwide, while supporting C-Level Executives, Senior Level Managers, and Account Executives. Managed an assigned book of business and renewal accounts; revenue totaling around $350,000 US dollars•Accurately completed policy and endorsement checks, contacted underwriters if corrections were needed; deliver binders, policies, endorsements and premium allocations, with appropriate transmittal letters•Created and managed billing activities for all policies, endorsements, and service fees, maintained close working relationships with overseas counterparts•Assisted in obtaining information needed to develop and document accurate submissions, quotes, binders, and policies; request proposals create coverage comparisons for delivery to client; collect exposure information for submissions based on the client’s coverage needs

Chicago, Il

Successfully placed and serviced the complex insurance needs of foreign companies entering the US marketplace utilizing smaller stateside operations. The average Reverse Flow client places business consisting of less than $10,000 US dollars in revenue. The Reverse Flow Team successfully generated revenue totaling over 1.2 Million US dollars in 2014. •Communicated and obtained information needed to develop and document accurate submissions, quotes, binders, and policies; designed proposals and coverage comparisons for delivery to client; analyzed exposure information and created accurate recommendations and submissions based on the client’s coverage needs•Accurately completed policy and endorsement checks, contacted underwriters if corrections were needed; delivered binders, policies, endorsements and premium allocations, with appropriate transmittal letters•Created and managed billing activities for all policies, endorsements, and service fees, determined and negotiated service fees, and commissions with overseas counterparts

Lincolnshire, Il

Operated in a fast-paced, output driven environment as a leader and critical decision maker; as well as, client service assignments of varying complexity; while providing innovative solutions to critical issues. Facilitated monthly videoconference calls with outsourcing partner and local Subject Matter Expert, to establish best course of action for servicing critical accounts; resulted in 30 percent increase in vendor production over a four-month period. •Managed a book of mid-range clients totaling 4.6 Million in revenue, concentrated in natural resources, entertainment, financial, railroad industry, and consulting services as well as general industries•Provided consultative services and solutions to client and Aon staff inquiries, e.g.: coverage inquiries; policy digests; contracts review. Managed production of client deliverables across several operating units through an offshore service provider

Elk Grove Village, Il

Collaborated on dedicated client assignments, including assisting policyholders on claims-related matters; Prepared and facilitated client claim review meetings, resulting in reduced settlements, and improved insureds knowledge of how the settlements figures were determined • Reviewed and evaluated the disposition of assigned third party, property damage, commercial general liability, and bodily injury claims • Determined whether to defend cases or pursue negotiated settlement

Naperville, Il

Claim Analyst - Commercial Lines Auto/Liability Unit Provided first and often continuing contact to claimant insureds to determine coverage, assess the loss and approve or deny coverage• Investigated, evaluated, negotiated and settled automobile physical damage, general liability and commercial liability claims; identified fraudulent and subrogation cases for investigating departmentsClaim Analyst - Personal Lines & Fast Track Auto ClaimsWorked independently under short turnaround times to identify and resolve claims issues; maintained files in accordance with personal lines claim goals and philosophy• Set appropriate reserves after determining clear liability automobile physical damage claims• Settled those claims within company guidelines in less than ten days

Bachelor Of Arts, Applied Behavioral Science

Associate In Arts, General

Activities and Societies: Peer Leader-New Student OrientationAcademic Honors