Anne Brown
Plano,TX
Summary
Goal-oriented insurance professional with desire to take on new challenges. Strong work ethic, adaptability and interpersonal skills. Talented professional with over 20 years in the insurance industry dedicated to building and overseeing first-rate call center teams. Encouraging leader with a demonstrated record of achievement.
Overview
23
23
years of professional experience
Work History
Insurance Underwriter
RiskPoint
Addison, TX
06.2023 - Current
- Reviewed and evaluated customer's applications to determine eligibility for insurance coverage.
- Developed recommendations for policy terms and conditions based on evaluation results.
- Maintained detailed records of underwriting decisions and processes.
- Ensured compliance with all applicable laws, regulations, and guidelines related to insurance underwriting activities.
- Evaluated claims data from previous policies to identify trends or patterns that may indicate a higher level of risk associated with certain types of policies.
- Developed relationships with brokers, agents, and external partners who may refer potential customers.
Insurance Call Center Manager
Indiana Farm Bureau Insurance
Indianapolis, IN
02.2013 - 06.2023
- Coached virtual team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Developed quality assurance standards and established targets for all staff.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Set and managed performance benchmarks for virtual call center employees.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Work with underwriters and claims to best service clients.
Senior Operations Manager
Xerox, ACS
Indianapolis, IN
03.2009 - 02.2013
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet the state welfare process and production demands.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
Supervisor
Safeco Insurance
Indianapolis, IN
05.2004 - 03.2009
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Planned staff and training meetings and scheduled conference rooms.
- Developed quality assurance standards and established targets for all staff.
- Set and managed performance benchmarks for call center employees.
- Worked with claims and underwriting.
Supervisor
Transamerica Insurance Company
Bedford , TX
08.2001 - 05.2004
- Complied with insurance regulations dictated by local, state and federal agencies.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Responded to inquiries and explained product features and service advantages to potential customers.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
Education
College Internship - Tourism And Travel Management
Walt Disney College Program
Orlando, FL08.1992
Some College (No Degree) - Business Administration and Management
IUPUI
Indianapolis, INSome College (No Degree) - Tourism And Travel Management
Ball State University
Muncie, INSkills
- Work Planning and Prioritization
- Goal Setting
- In house and virtual Staff Training
- Performance Evaluations
- Hiring and Training
- Complex Problem Solving
- Administration and Reporting
- Scheduling and Coordinating
- Documentation and Reporting
- Managing Operations and Efficiency
- Budget Management
Timeline
Insurance Underwriter
RiskPoint
06.2023 - Current
Insurance Call Center Manager
Indiana Farm Bureau Insurance
02.2013 - 06.2023
Senior Operations Manager
Xerox, ACS
03.2009 - 02.2013
Supervisor
Safeco Insurance
05.2004 - 03.2009
Supervisor
Transamerica Insurance Company
08.2001 - 05.2004
College Internship - Tourism And Travel Management
Walt Disney College Program
Some College (No Degree) - Business Administration and Management
IUPUI
Some College (No Degree) - Tourism And Travel Management
Ball State University