Charlotte Barcoski
Richboro,PA
Summary
Results-driven professional with a strong knowledge base and skill set. Dedicated to delivering exceptional service and driving business development and productivity. Seeking a position that offers the opportunity to leverage expertise and contribute value to an organization\'s growth. Committed to utilizing skills and experience to make a significant impact on achieving company objectives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director, Life Services
Penn Mutual Life Insurance Company
Horsham, PA
01.2021 - Current
- Responsible for overseeing multi-unit customer facing teams that provide support to our internal and external customers
- Monitor and evaluate department processes and procedures to ensure operational efficiency
- Guide and mentor new leaders on key operational objectives, leadership concepts, product portfolio and operational excellence strategies
- Cultivate and foster an environment that enables a continuous improvement mindset that engages leaders and team members
- Function as a subject matter expert, by representing on various projects and in the development of key strategic initiatives
Manager, Life New Business
Penn Mutual Life Insurance Company
Horsham, PA
01.2017 - 01.2021
- Monitored Life New Business processes and made strategic decisions to ensure operational service level agreements and regulatory requirements were met
- Developed, maintained and fostered effective and strong relationships with Field Offices
- Analyzed and evaluated performance measures to ensure key performance metrics aligned with department strategy and goals
- Spearheaded and implemented process improvement initiatives to streamline procedures and improve the customer experience
- Provided support to cross functional teams in the capacity of coach, mentor and, facilitator for on-going training and skills assessment
Supervisor, Life Services Contact Center
Penn Mutual Life Insurance Company
Horsham, PA
01.2015 - 01.2017
- Managed and evaluated associate performance, including coaching and monitoring of key operational metrics
- Provided timely verbal and written feedback to associates
- Monitored team and department performance
- Responsible for employee recruitment and retention
- Provided hands on support to the team by providing guidance on handling escalated or complex situations
Development and Quality Coach
Penn Mutual Life Insurance Company
Horsham, PA
01.2013 - 01.2015
- Facilitated training for new and existing employees
- Responsible for conducting quality reviews and providing timely verbal and written feedback to associates
- Developed the documentation and facilitated the delivery for new product roll out, product changes and system enhancements
- Ensured the alignment of training material with regulatory updates, and process changes
- Represented the department by assisting with various audits and data analysis
Customer Service Representative
01.2011 - 01.2013
- Provided support and education to our producers and clients through various contact channels
- Responsible for the timely and accurate processing of fund transfers, replacements, term conversions and disbursements
- Provided support with 2011 and 2012 Tax Report to ensure accuracy and compliance was met
- Exceeded department expectations as measured by individual performance objectives
Education
Temple University
Princeton School of Real Estate
FINRA Series 6 - Investment Company and Variable Contracts Limited Representative
Skills
- Verbal and written communication
- Strategic Planning
- Project Management
- Workflow Processes
- Change Management
- Training & Development
- Quality Assurance & testing
- Risk Management
- People Management
- Operations Management
Certification
HDI Certified Professional – Customer Service Representative
Timeline
Director, Life Services
Penn Mutual Life Insurance Company
01.2021 - Current
Manager, Life New Business
Penn Mutual Life Insurance Company
01.2017 - 01.2021
Supervisor, Life Services Contact Center
Penn Mutual Life Insurance Company
01.2015 - 01.2017
Development and Quality Coach
Penn Mutual Life Insurance Company
01.2013 - 01.2015
Customer Service Representative
01.2011 - 01.2013
Temple University
Princeton School of Real Estate