Amy Fisher
Alexandria,IN
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong process enforcement. Proficient in best practices, team building and efficiency/accuracy strengthening of teams. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Compliance Resolution Manager
myCOI Tracking LLC
09.2022 - Current
- Continued management of Compliance team of 30, added management of Customer Care team of up to 18 at a time, including an offshore team in the Philippines
- Change Management, large project management, daily operations, promoted, trained and led team underneath me of 3 compliance coordinator team leaders who replaced me.
- Developed and implemented resolution strategies to reduce customer complaints and increase customer satisfaction, while reducing reply time, cycles of review, and time to review.
- Analyzed data trends to identify recurring issues, leading to improved problem-solving techniques and resolutions.
- Established strong working relationships with key stakeholders, fostering a collaborative environment for issue resolution.
- Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
- Mentored junior team members, sharing knowledge and expertise to enhance their skills and performance.
- Delivered regular reports on resolution metrics, providing valuable insights into areas needing improvement.
- Reduced review backlog through prioritization and effective time management strategies.
- Monitored team performance against KPIs, identifying opportunities for continuous improvement in service delivery.
- Facilitated open lines of communication between customers and relevant departments, ensuring fast issue resolution timescales.
- Evaluated existing policies and procedures, recommending changes that led to improved business efficiency and client satisfaction levels.
- Led training sessions for both new hires and existing staff on best practices in conflict resolution strategies.
- Continuously monitored industry trends and advancements in technology; proposed innovative solutions that elevated the overall effectiveness of the review and customer service process.
- Transitioned entire team of 30 to work from home on day 2 of the pandemic.
- Evaluated employee performance and conveyed constructive feedback to improve skills. Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Launched quality assurance teams and processes for both teams.
Compliance Coordinator Team Leader
myCOI Tracking LLC
03.2020 - 09.2022
- Led team of 30 of my peers on our compliance team
- Change management, project management, expansion of HR knowledge
- Collaborated with cross-functional teams to address any identified compliance issues promptly.
- Provided training to employees on essential compliance topics, increasing overall awareness and understanding.
- Analyzed industry trends to proactively adapt compliance strategies as needed.
- Contributed to a positive corporate culture by promoting ethical behavior throughout the organization.
- Developed effective tracking systems for reporting potential non-compliance incidents swiftly and accurately.
- Continuation of compliance coordinator duties.
- Improved compliance by developing and implementing comprehensive policies and procedures.
- Conducted thorough audits to identify areas for improvement in compliance adherence.
- Streamlined processes for increased efficiency in monitoring and reporting compliance team activities.
- Managed complex projects involving multiple stakeholders, ensuring alignment with organizational goals while maintaining focus on regulatory requirements.
- Leveraged data-driven insights to inform decision-making processes related to risk management strategies.
Compliance Coordinator
myCOI Tracking LLC
09.2018 - 03.2020
- Commercial Insurance review for compliance, extensive knowledge use of contract language, insurance policies, close attention to detail and accuracy.
- Collaborated with cross-functional teams to address any identified compliance issues promptly.
Insurance Sales Agent
LINDSEY CUNEO STATE FARM
12.2013 - 07.2018
- Insurance sales and service professional
- Worked with all lines of insurance, but excelled in the office with life, health, commercial lines, final planning.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Enhanced sales pipeline by targeting potential customers in various markets and utilizing effective marketing strategies.
- Expanded client base by generating referrals from satisfied customers and networking within the community. Also, developed commercial insurance sales process from the ground up, led and trained coworkers on processes.
- Developed Medicare Health plan sales process, led and trained coworkers on processes. Promoted 3 teammates to life and health insurance licensed professionals.
Sales Representative
Bankers Life
01.2007 - 05.2009
- Increased sales revenue by identifying and targeting high-potential accounts.
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Education
High school or equivalent -
Alexandria Monroe High School
Alexandria, IN06.2005
Skills
- Analytical Skills
- Process Improvement
- Strategic Planning
- Influencing Skills
- Interpersonal Skills
- Cross-functional Collaboration
- Conflict Resolution
- Project Management
- Decision Making
- Stress Management
- Effective Communication
- Technical Knowledge
- Performance Management
- Adaptability
- Change Management
- Emotional Intelligence
- Customer Service
- Organizational Skills
Accomplishments
3 awards between 2005 and 2018 for excellent Customer Service across various early career employers.
myCOI won Best Employer 2019, 2020
myCOI - 2019 “Erase the Worry” award winner
myCOI - 2021 “Q3 “Community Impact” award winner
myCOI - 2023 Q3 “myCOI Champion” award winner
Certification
- Property and Casualty License (expired but can regain if needed)
- Life and Health License (expired but can regain if needed)
- Independent Adjuster License (expired but can regain if needed)
Customer Service Experience
19 years excellent customer service skills
Awards
- 3 awards in this time for Customer Service
- MyCOI won Best Employer 2019, 2020
- MyCOI - 2019 “Erase the Worry” award winner
- MyCOI - 2021 “Q3 “Community Impact” award winner
- MyCOI - 2023 Q3 “myCOI Champion” award winner
References
References available upon request.
Timeline
Compliance Resolution Manager
myCOI Tracking LLC
09.2022 - Current
Compliance Coordinator Team Leader
myCOI Tracking LLC
03.2020 - 09.2022
Compliance Coordinator
myCOI Tracking LLC
09.2018 - 03.2020
Insurance Sales Agent
LINDSEY CUNEO STATE FARM
12.2013 - 07.2018
Sales Representative
Bankers Life
01.2007 - 05.2009
High school or equivalent -
Alexandria Monroe High School
Similar Profiles
Eunyoung KimEunyoung Kim
Reviewer at AllTech Tracking, LLCReviewer at AllTech Tracking, LLC
DENA N. KLINGERDENA N. KLINGER
Customer Care at MycoiCustomer Care at Mycoi
ANNETTE Van Der SchyffANNETTE Van Der Schyff
Customer Service Manager at Raptor Vehicle TrackingCustomer Service Manager at Raptor Vehicle Tracking