Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Angie Lambers

Hebron,Ky

Summary

Experienced with strategic planning and project management. Utilizes leadership skills to drive team performance and operational excellence. Track record of delivering high-impact results to achieve Sales goals through innovative problem-solving and effective communication.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Director-Internal Sales

Protective
03.2023 - Current
  • Implement, manage and oversee company sales strategies, specifically to increase VA Annuity Sales.
  • Drive Annuity Sales through activity management of 10 Internal Wholesalers in 18 Territories.
  • Increase Adoption of Sales technology tools to increase efficiency and breadth of coverage.
  • Provide feedback and coaching to Internal Wholesalers to improve individual improvement.
  • Works closely with National Account Management to implement Firm specific sales initiatives.
  • Overseas SLA performance at a Channel level, shifting resources as needed.
  • Position Details and Accomplishments:

Manager, CX Operations

Protective
02.2022 - 03.2023
  • Maintain SLA & Quality standards for 3 disbursement teams.
  • Plan, organize and assign day to day work for 14 direct reports.
  • Monitor Variable queues to ensure all IGO items are handled same day in accordance with FINRA regulations and to minimize gain/loss.
  • Provide coaching and support as needed including identifying training opportunities as well as development plans.
  • Act as liaison between In Force Operations/Contact Center and Relationship Management teams to identify issues and seek resolution prior to partner contact.
  • Provide oversight and remediation on monthly, quarterly, and annual 38a audits.
  • Participate in monthly Cothryve leadership development program.
  • Represent Protective on monthly OMR calls and annual conference.
  • Position Details and Accomplishments:

Manager, Annuity Operations

Western & Southern Financial Group/Touchstone Investments
01.2016 - 02.2022
  • Plan, organize and direct day to day work of 7 direct reports within the department ensuring service level agreements for phone support and back office processing are met or exceeded.
  • Manage back office relationship with Fidelity Investments sales team, ensuring sales goals and product launches meet target.
  • Evaluate productivity and quality of performance in relation to partnership agreements, shifting resources as needed to meet or exceed department goals.
  • Evaluate and makes decisions on complaint cases and requests for business exceptions, balancing business risk and client needs. Recognize potential escalations and provide upfront solutions to avoid escalated cases.
  • Act as a Principal, performing daily, monthly and quarterly 38a oversight.
  • Serve as the primary point of contact for major partner firms, handling inquiries from general questions to escalations.
  • Manage the processing, reporting, and audit procedures for the NY Regulation 60 requirement.
  • Ensure Variable business is handled same day in accordance with FINRA regulations.
  • Establish and maintain strong relationships with Internal clients including Compliance, Licensing and the Sales Desk.
  • Successfully manage projects, juggling multiple demands on time to ensure successful execution of initiatives and deadlines are met.
  • Position Details and Accomplishments:

Team Lead/Sr. Internal Wholesaler

Western & Southern Financial Group Distributors/Touchstone Investments
05.2010 - 01.2016
  • Monitors departmental calls and emails for accuracy and Compliance.
  • Maintains advanced Mutual Fund, Life Insurance, Fixed, Variable, and/or Immediate Annuity Product and procedure knowledge to answer in depth questions from Sales Representatives and Internal Wholesalers.
  • Acts as a peer resource for both new hire training and day-to-day activities by providing process and technology support.
  • First level of support for questions, escalations and case specific review. Identifies trends in order to develop advanced training to address industry, product updates.
  • Provide, update and monitor team's monthly statistics in an effort to assure departmental goals are being met. Responsible for developing training schedules, materials and quizzes for new Internal Wholesalers and RVP's.
  • Lead Team Meetings in Manager's absence.
  • Support Managing Regional Vice President in all aspects of Territory Management.
  • Full duties of a Sr. Internal Wholesaler
  • Position Details and Accomplishments:

Sr. Internal Wholesaler

Western & Southern Financial Group Distributors/Touchstone Investments
08.2005 - 01.2016
  • Provide a broad range of sales, marketing, technical, and operational support to sales representatives, bank back offices; third party marketers and Western Southern Regional Vice Presidents.
  • Duties include outbound sales calls, inbound service calls, appointment setting, and relationship management within an assigned territory.
  • Responsible for answering calls on a daily basis from all territories regarding a diverse product line.
  • Supported the number 1 performing territory 4 years in a row.
  • Position Details and Accomplishments:

Education

BS - Sociology

University of Cincinnati

Skills

  • Relationship building
  • Strategic planning
  • Verbal and written communication
  • Decision-making

Certification

FINRA- Series 6, Series 63

Awards

2010 Sales Desk MVP, 2018 Vision Award Recipient

Timeline

Director-Internal Sales

Protective
03.2023 - Current

Manager, CX Operations

Protective
02.2022 - 03.2023

Manager, Annuity Operations

Western & Southern Financial Group/Touchstone Investments
01.2016 - 02.2022

Team Lead/Sr. Internal Wholesaler

Western & Southern Financial Group Distributors/Touchstone Investments
05.2010 - 01.2016

Sr. Internal Wholesaler

Western & Southern Financial Group Distributors/Touchstone Investments
08.2005 - 01.2016

BS - Sociology

University of Cincinnati

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