Alexis Murray
Raleigh,NC
Summary
Strategic and data-driven insurance operations leader with 6+ years of experience spanning claims, underwriting, customer service, and team management. Proven success leading teams, analyzing operational performance, identifying business opportunities, and implementing solutions that improve results. Experienced in KPI reporting, quality improvement, stakeholder communication, change management, process optimization, talent development, and presenting business insights to leadership and cross-functional teams.
Highly-skilled Client Services Team Manager with deep understanding of client service management and team leadership. Possess strong skills in problem-solving, multi-tasking, and fostering a collaborative work environment to ensure client satisfaction. Noteworthy for motivating teams to exceed expectations, resulting in improved performance and increased customer loyalty. Proven ability to implement strategic initiatives that enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Sales & Client Services Team Manager
Amica Mutual Insurance
01.2023 - 05.2026
- Led a team of 11 direct reports and provided oversight and leadership support across a workforce of approximately 45 employees.
- Coached 11 representatives to top-performance rankings through KPI analysis, individualized coaching plans, and ongoing performance management.
- Improved overall team quality audit scores from 83% to 91% through targeted coaching, performance analysis, and development planning.
- Developed and mentored talent, resulting in 4 employees earning promotions into leadership and management positions.
- Developed and implemented action plans designed to close performance gaps and improve KPI attainment across individuals and teams.
- Analyzed operational, sales, service, and quality performance data to identify trends and opportunities for improvement, informing strategic decisions.
- Designed and implemented departmental projects to enhance sales performance, improve operational effectiveness, and boost employee engagement.
- Partnered with leaders and stakeholders to resolve business challenges, improve customer outcomes, and support strategic initiatives.
MD Consultant
National General Insurance
06.2021 - 08.2022
- Managed claims from initial investigation through resolution, including coverage analysis, liability assessment, negotiations, and customer communication.
- Provided consultative guidance to peers regarding complex liability scenarios, contributing to consistent claim handling and decision-making.
- Investigated damages, coverage, and facts of loss while ensuring timely and accurate claim resolution.
- Collaborated across departments to resolve customer concerns and improve claim outcomes.
- Contributed operational insights and recommendations during team discussions and performance reviews.
Auto Claims Adjuster
The Hartford
06.2017 - 06.2019
- Conducted coverage investigations, determined liability, and evaluated claims to ensure accurate resolution throughout claim lifecycle.
- Analyzed evidence, policy language, damages, and recorded statements to support claim decisions and settlements.
- Explained complex insurance concepts and coverage determinations to customers and stakeholders, enhancing understanding and satisfaction.
- Managed multiple priorities while maintaining service quality, accuracy, and compliance standards.
- Collaborated with internal business partners to align efforts with department goals and improve customer experience initiatives.
Education
Bachelor of Science - Marketing
Central Connecticut State University
Skills
- Strategic Initiatives
- Operations Management
- Performance Management
- Process Improvement
- Change Management
- Cross-Functional Collaboration
- Stakeholder Engagement
- Team Leadership
- Insurance Operations
- Business Presentations
- Talent Development
- Training & Development
- Customer Experience
- Data analysis techniques
- Customer relationship management
- Presentation skills
License
- Property and Casualty License (All lines X WC)
- Producer License
Timeline
Sales & Client Services Team Manager
Amica Mutual Insurance
01.2023 - 05.2026
MD Consultant
National General Insurance
06.2021 - 08.2022
Auto Claims Adjuster
The Hartford
06.2017 - 06.2019
Bachelor of Science - Marketing
Central Connecticut State University