AMY RIDGEWAY
Midland,NC
Summary
Dedicated Lead Manager/Director with experience in analytical problem-solving with talents for team building, leading and motivating, as well as excellent customer relations aptitude, relationship-building skills and strong record of accomplishment in meeting and exceeding productivity targets. Keen eye for identifying solutions to improve speed, accuracy, streamlining operations to decrease costs and promote organizational efficiency. Proficient in using independent decision-making skills and sound judgment to positively impact company success and meet strategic goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
LEAD MANAGER/DIRECTOR – CALL CENTER
EQUITABLE LIFE INSURANCE CO. (FORMALY AXA, US)
2006.10 - 2024.03
- Developed the call center infrastructure for an insurance start-up, growing the team from 1 to 51 agents and 5 managers using capacity planning; Promoted to Lead Manager in February 2019.
- Streamlined call center operations and communication by developing and implementing standardized procedures, key metrics/Key Performance Indicators (KPI’s), new hire training/ongoing training, quality review program and rewards programs, minimizing employee turnover to under 2%.
- Accelerated team growth by engaging 3rd party vendor for repeatable customer requests without negatively affecting budget and produced a 50% salary cost savings per agent.
- Generated $3M in cost savings annually by internalizing conversion process and eliminating 3rd party vendor.
- Increased agent productivity by 20% through the implementation of technology solutions and CRM systems, enhancing customer experience and automating manual processes.
- Expanded responsibilities by taking over complex processes for Portability, Conversion and Evidence of Insurability, revamped standard operating procedures, automated manual processes, and implemented email workflow which resulted in 34% increase in productivity.
REGIONAL SERVICE MANAGER
RELIANCE STANDARD (FORMALLY FORTIS)
2006.10 - 2016.10
- Assisted in defining the Regional Service Manager role for the newly formed National Service Organization.
- One of the first Regional Service Managers hired to assist with defining roles and responsibilities within the sales office and enable the Sales Manager the ability to focus on Sales.
- Awarded Regional Service Manager of the year 2013, nominated by the Field Service Director.
- Exceeded expectations on VAI/VCI product rollout project, received a personal letter from the President & CEO for involvement in the success of the project.
- Increased customer satisfaction survey scores 12% by coaching and mentoring administrative staff resulting in improved job performance and knowledge.
- Introduced strategies for efficient processes and procedures that streamlined administrative operations, resulting in a 20% increase in productivity.
- Exceeded 3-day SLA utilizing load balancing between Charlotte, St Louis and Memphis to handle increased workloads and meet tight deadlines.
- Delivered exceptional customer satisfaction with a small subset of large complex customer accounts with a combined annual premium of $10M, increased retention rate to 95% and cross-sold $2M annually exceeding goals.
- Enhanced customer service processes which contributed to growing Charlotte book of business from $18M to over $60M in annual premium. In addition, the Charlotte office won Office of the Year, 4 times; St Louis and Memphis won Office of the Year, 1 time.
Education
Associate in Business - Accounting
York Technical College
Rock Hill, SC06.1990
Skills
- Key Performance Indicators and Metrics
- Managing Operations and Efficiency
- Budget Management
- Employee Coaching and Mentoring
- Continuous Improvement
- Customer Relationship Management
- Operations Management
- Quality Control Management
- Data Analytics
- Problem-solving abilities
Certification
North Carolina Life and Health Insurance License, Department of Insurance, NC
Additional Work History
Assurant Employee Benefits - Promoted 5 times during my tenure. Job Titles: Sales Representative, Office Manager, Account Manager, Service Representative, New Business Coordinator
The Hartford - Awarded Performance Awards numerous times during my tenure. Job Titles: Large Case Coordinator, Sales Assistant
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