Angela Francois
McKinney,TX
Summary
Experienced and solutions-oriented insurance professional with broad based background in conducting research and collaborating with others to influence, and drive solutions to business problems. Proactive leader with strengths in leading from the customer's perspective, confronting business realities, and adept at managing concurrent objectives to promote efficiency and drive positive results.
Overview
25
25
years of professional experience
Work History
Business Analyst - EI
State Farm
Richards, TX
05.2022 - Current
- Build effective relationships and influence peers, stakeholders, and leadership of all levels to support successful delivery
- Maintain an informed, objective, strategic/horizontal perspective, being able to effectively work across departments
- Strong written and verbal communication skills with ability to communicate across all levels within the department and organization
- Demonstrates ability to make decisions and solve issues based on relevant information and objectives, quickly adapts approach and decision based on new information and is able to anticipate impact of decisions
- Drive pace and quality towards business outcomes
- Researches, evaluates, recommends, and documents process, workflows, and procedures to provide technical and business solutions for partners and drive work to conclusion
- Demonstrates technology proficiency and abilities with standard applications including PowerPoint, Excel. SharePoint, and OneNote
Enterprise Contact Center Supervisor
State Farm Insurance Companies
Richardson, TX
05.2021 - 05.2022
- Partner with Agent offices to focus on first contact resolution and low effort solutions on a variety of policy sales and services to customers 24/7
- Coaching development, performance management, and salary administration activities of assigned direct reports
- Collaborates with peers and leadership to ensure consistency in the implementation of department processes and procedures
- Ensures compliance, application of proper internal controls, and adherence to Company and departmental policies within area of responsibility
Leadership Development Associate
State Farm Insurance Companies
Richardson, TX
08.2020 - 05.2021
- Provided input to senior management in developing and establishing departmental policies, strategies, and plans
- Collaborated virtually and across business areas to develop/refine strategy and processes focused on maximizing operational efficiencies and allowing for effective adaptation and responsiveness to customer's changing needs
- Led and developed a high performing, positive work environment through intentional interaction, collaboration, and engagement of first line leaders and their direct reports
Enterprise Customer Care Supervisor
State Farm
Richardson, TX
07.2013 - 08.2020
- Partner with Agent offices to focus on first contact resolution and low effort solutions on a variety of policy sales and services to customers 24/7
- Coaching development, performance management, and salary administration activities of assigned direct reports
- Collaborates with peers and leadership to ensure consistency in the implementation of department processes and procedures
- Ensures compliance, application of proper internal controls, and adherence to Company and departmental policies within area of responsibility
SFPP Supervisor II
State Farm Insurance Companies
Bloomington, IL
01.2008 - 07.2013
- Participated in continuous planning and decision making activities that support effective utilization of resources, enforce clear goals, adherence to compliance guidelines, policies and procedures and support of Enterprise needs
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
Planning & Analysis Analyst
State Farm Insurance Companies
Bloomington, IL
11.2005 - 01.2008
- Developed, analyzed, interpreted, reported and presented industry financial, operational and/or statistical information to support objectives and decision making by management and business partners
- Created and/or communicated business, financial, operational, and/or statistical information through summaries, reports, and presentations for area of responsibility
- Effectively utilized business intelligence data systems, models, financial/statistical resources and analytical software applications in the creation, display, and reproduction of charts, graphs, and reports
Business Analyst
State Farm Insurance Companies
Bloomington, IL
06.2004 - 11.2005
- Effectively utilized business intelligence data systems, coordinated implementation and maintenance of technical solutions including timing, process, and follow-up items to aid in strategic decision making
- Acted as a liaison/coordinator between the business partner and other areas, or as a liaison for contacts outside of State Farm
- Participated in a variety of activities to implement solutions that meet State Farm's needs: gathering information, conducting research, analyzing business needs, and developing requirements
- Coordinated and executed the development of test cases and analysis of results
Underwriting Supervisor
State Farm
Marshal, MI
11.2000 - 06.2004
- Responsible for the overall leadership and supervision of the Professional and/or Support unit including employee selection, training, counseling, career development, and the administration of performance evaluations and rewards who directly impact underwriting decisions and processes.
- Accountable for achieving operational results via quality underwriting, effective underwriting decisions and processes as measured through consistent profitable growth, quality surveys, and audits for one or more jurisdictions or market areas
- Responsible for expense management of assigned unit
- Administers and ensures compliance for underwriting programs, policies, and procedures to internal and external customers
- Manages activities that develop and maintain agency and marketing partnerships
- Participates in strategic project work, committees, and internal, or external organizations.
- Accountable for creating an inclusive environment by modeling behaviors that support and integrate the diverse talents and perspectives of everyone
Underwriter/Sr. Underwriter
State Farm
Marshall, MI
11.1998 - 11.2000
- Responsible for acceptance, continuation, proper pricing, placement, and termination of risk or other policy limitations within assigned levels of authority
- Analyzes and reviews lines of business to develop recommendations and assist in achieving and maintaining a profitable book of business
- Administers programs and activities involving the company's underwriting, pricing, and marketing policies
- Consults/communicates/advises Agents and policyholders on company and industry policies in their assigned area regarding loss mitigation; loss control; and marketing opportunities
- Communicates with Policyholders, Agents, Producers, or third parties via various communication media
Education
MBA - Business Management
University of Phoenix
Tempe, AZ05.2005
BBA - Accounting And Business Management
Western Michigan University
Kalamazoo, MI05.1997
Skills
- Critical Thinking
- Data Synthesizing and Reporting
- Decision Making and Judgement
- Stakeholder Communication
- Cost-Benefit Analysis
- Team Management
- Initiative
- Relationship Building
- Working Collaboratively
- Influence
- Executive-Level Presentations
- Customer Service
Timeline
Business Analyst - EI
State Farm
05.2022 - Current
Enterprise Contact Center Supervisor
State Farm Insurance Companies
05.2021 - 05.2022
Leadership Development Associate
State Farm Insurance Companies
08.2020 - 05.2021
Enterprise Customer Care Supervisor
State Farm
07.2013 - 08.2020
SFPP Supervisor II
State Farm Insurance Companies
01.2008 - 07.2013
Planning & Analysis Analyst
State Farm Insurance Companies
11.2005 - 01.2008
Business Analyst
State Farm Insurance Companies
06.2004 - 11.2005
Underwriting Supervisor
State Farm
11.2000 - 06.2004
Underwriter/Sr. Underwriter
State Farm
11.1998 - 11.2000
MBA - Business Management
University of Phoenix
BBA - Accounting And Business Management
Western Michigan University