Amy Grandberry
Brooklyn Park,MN
Overview
13
13
years of professional experience
1
1
Certification
Work History
Relationship Specialist, Senior
Allianz Life Insurance Company of North America
09.2015 - Current
- Drove process improvements within the department by identifying inefficiencies in current procedures and collaborating on solutions.
- Established long-lasting connections with new clientele by utilizing effective rapport-building techniques during initial interactions.
- Strengthened client relationships by addressing needs and providing personalized solutions.
- Mentored junior team members on best practices for relationship management, contributing to overall team success.
- Assisted colleagues with challenging client scenarios by sharing expertise and providing constructive feedback on proposed resolutions.
- Managed customer relations on ongoing basis to maximize customer retention.
Contact Center Supervisor
Allianz Life Insurance Company of North America
07.2012 - 09.2015
- Created a positive work environment, fostering strong teamwork and engagement.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
Certification
- FINRA Series 6, December 2015-Current
Timeline
Relationship Specialist, Senior
Allianz Life Insurance Company of North America
09.2015 - Current
Contact Center Supervisor
Allianz Life Insurance Company of North America
07.2012 - 09.2015