Hi, I’m
Ashli Evans
Topeka,KS
Summary
Customer Service Specialist with 16+ years of experience. Accomplished Case Manager with a demonstrated history of working in the life insurance services industry for over 8 years. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling transactions. Confident with public speaking and being in a leadership role. Excel in effective and positive communications.
Overview
11
years of professional experience
Work History
Insurance Consultants, LLC.
Account Executive/Customer Service Manager
09.2021 - 03.2023
Job overview
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reviewed, shopped, and processed renewals.
- Completed sales documentation and collected signatures to finalize purchases.
- Managed filing system, entered data, and met other clerical tasks.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Managed email correspondence and handled incoming and outgoing mail and faxes.
- Received inbound phone calls, emails, and electronic quote submissions.
Farm Bureau Financial Services
Service Associate for Commercial Insurance
03.2021 - 09.2021
Job overview
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Responded to customer calls and emails to answer questions about products and services.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Updated accounts with timely maintenance processing to keep records accurate and compliant.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Maintained and managed customer files and databases.
Advisors Excel
Life Insurance Case Manager
05.2019 - 11.2020
Job overview
- Collaborated with team members and insurance agents to modify, update, and process policies.
- Delivered exceptional service to each customer by listening to concerns and answering questions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing Advisor's needs and resolving concerns.
- Provided leadership, guidance, and support to staff members.
- Compiled and maintained client records to monitor health insurance policies and premiums paid.
- Developed and maintained client databases to track customer service interactions and evaluate service quality.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Negotiated with insurers to secure industry-leading health insurance coverage for clients.
Advisors Excel
Life Insurance Assistant Case Manager
01.2016 - 05.2019
Job overview
- Detailed program operations and participant activities with comprehensive record keeping.
- Scrubbed Life Insurance applications and required paperwork for all life insurance policies to ensure they were in good order before submitting them to carriers.
- Documented and tracked all calls, emails, policy changes, and updates to existing cases utilizing Advisors Excel's CRM database.
- Collaborated on program operations with other Assistant Case Managers, Case Managers, and the Director of Operations. Provided feedback from participants and improvement recommendations.
- Exceeded goals through effective task prioritization and excellent work ethic.
- Maintained energy and enthusiasm in a fast-paced environment.
Advisors Excel
Life Insurance New Business Processor
06.2015 - 01.2016
Job overview
- Entered client information into databases quickly and with minimal errors.
- Contributed to team-wide goals to improve processes and integrate additional functions into daily operations.
- Managed documents by organizing forms, photocopying, filing records, and preparing correspondence.
- Evaluated source documents to locate information needed for each data entry field. Verified client information by analyzing existing evidence on file.
- Verified accuracy and validity of data entered into databases
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Advisors Excel
Business Mail Coordinator
04.2014 - 06.2015
Job overview
- Processed incoming mail for the Life Insurance Department.
- Logged and noted all systems utilized for pending cases when issued policies or delivery requirements would arrive in-house.
- Scrubbed Life Insurance applications to ensure they were in good order before submitting them to the carrier.
- Other tasks include, but are not limited to, ordering exams and medical records for Advisor's clients.
- Updated and maintained mailing lists and customer records.
- Assisted with implementing new mailroom systems and training staff to improve operations.
- Developed strategies to speed up mail sorting and delivery processes.
- Maintained mailroom supply inventories, purchase orders, and vendor supplies.
- Answered phone with a friendly greeting to create a positive inbound calling experience for customers.
Advisors Excel
Receptionist
08.2012 - 04.2014
Job overview
- Operated a multi-line telephone system to handle 200+ calls daily.
- Directed incoming calls, faxes, and mail to internal personnel and departments without delay.
- Collected, sorted, and distributed an average of 40+ outbound mail and packages daily.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Managed multiple tasks and met time-sensitive deadlines.
Education
Pinnacle Career InstituteLawrence, KS
Completed Certification of Program from Physical Training And Massage Therapy
06.2009
Lawrence High SchoolLawrence, KS
High School Diploma
05.2008
Skills
- 10 years of Insurance Industry Experience
- Confident with public speaking
- First-class customer service
- Teamwork and Collaboration
- Effective, productive, and positive communications
- Strong community and social services
- Exceptionally outgoing and personable
- 10 years of staff training
- Detail-oriented
- Data Entry and Analysis
- Critical Thinking
- Customer Relations
- Instructional Leadership
Additional Information
Technical Skills:
Standard software and systems used in previous positions are, but not limited to the following below.
• Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Teams, Zoom, Calendly, Salesforce, Agency Integrator, iPipeline, Docusign, etc.
• Skilled in Microsoft Outlook and its capabilities and features.
Affiliations
Ambassador for the Greater Topeka Partnership Program
Timeline
Account Executive/Customer Service Manager
Insurance Consultants, LLC.
09.2021 - 03.2023
Service Associate for Commercial Insurance
Farm Bureau Financial Services
03.2021 - 09.2021
Life Insurance Case Manager
Advisors Excel
05.2019 - 11.2020
Life Insurance Assistant Case Manager
Advisors Excel
01.2016 - 05.2019
Life Insurance New Business Processor
Advisors Excel
06.2015 - 01.2016
Business Mail Coordinator
Advisors Excel
04.2014 - 06.2015
Receptionist
Advisors Excel
08.2012 - 04.2014
Pinnacle Career Institute
Completed Certification of Program from Physical Training And Massage Therapy
Lawrence High School
High School Diploma
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