Ali Knotts
Columbia
Summary
Accomplished professional with over 20 years of dedicated experience in customer service, complemented by a robust background of 8 years in the insurance industry and more than 1 year serving as an executive assistant to the Broker-in-Charge (BIC) and team in the real estate sector. Proven success in navigating diverse professional landscapes, I bring a unique blend of administrative acumen, industry knowledge, and customer-centric focus to every role. Committed to optimizing operations, supporting leadership, and contributing to the success of organizations through a multifaceted skill set honed over two decades.
Overview
20
20
years of professional experience
Work History
Executive Assistant to Broker-In-Charge
J. King Real Estate
06.2023 - Current
- Apply advanced knowledge of back-end operations to streamline daily processes effectively
- Offer strategic support to BIC and other agents, utilizing valuable insights gained in real estate operations
- Enhance decision-making by applying a comprehensive understanding of listing and buying processes
- Collaborate with BIC and other agents to optimize operational workflows in property transactions
- Precisely oversee and manage the entire lifecycle of real estate contracts
- Ensure precision, accuracy, and compliance in all documentation related to real estate contracts
- Serve as a vital liaison between Broker and clients and vendors
- Draft, proofread, and manage executive correspondence with meticulous attention to detail
- Efficiently schedule and coordinate appointments, meetings, and events for brokerage
- Proactively optimize executive calendars to maximize time utilization
- Contribute to various projects, leveraging operational insights for successful outcomes
- Conduct research and provide support for strategic initiatives led by the BIC and team
- Organize and manage both electronic and physical files, ensuring accessibility and accuracy
- Maintain current contact lists and databases to facilitate effective communication
- Handle paperwork for the onboarding of new or transferring agents and manage SOPs for internal and external personnel within the brokerage.
Client Management Specialist
Unum
06.2022 - 06.2023
- Create and maintain the policy record in the administration system to ensure efficient and accurate administration of the Stop Loss policy
- Create and issue Stop Loss policy during the new sale and renewal processes, partnering closely with Sales, Underwriting and Product Compliance to ensure the intent of the policy is accurately reflected
- Demonstrate critical thinking to oversee & address Broker, TPA and Client requests and complex case management situations that arise throughout the life of the client’s policy
- Make recommendations to Sales Rep and Underwriting on how to enhance the Stop Loss policy for specific Clients based on contract knowledge and feedback from the policyholder
- Complete plan “mirroring” of client’s underlying medical plan when requested
- Generate and send sold case documentation (e.g., application, disclosures) to external partners and oversee the timely and accurate completion of documentation
- Facilitate the Broker licensing and appointing process for sold and renewed groups, working directly with the Broker to complete the process if not currently licensed and appointed
- Organize and facilitate the new case implementation call for new clients, working with internal and external partners to ensure the client is successfully onboarded
- Oversees the completion of vendor set-up requests from policyholders, TPA’s & Brokers
- May assist with training for new Policy Specialists and refresher training for incumbents
- Leads others through change, models appropriate behavior
- Work on Business Initiatives as assigned by Manager.
Group Underwriting Coordinator
Colonial Life Insurance
09.2019 - 06.2022
- Manage the Group Reference, Group Product Administration System (GPAS), Harmony Setup and the Millennium Underwriting System MUSE for all group products
- Ensure all Policy Rate Schedules are produced and mailed to the policyholder
- Provide detailed analysis of mainframe and Harmony systems to resolve underwriting system issues
- Monitor the daily reports and resolve any issues related to the daily eligibility file transfer to the Third-Party Administrators
- Act as a liaison with counterparts at Third Party Administrators to resolve any service issues
- Lead the Anniversary process for all required group products and provide required reporting associated with the process
- Manage the Underwriting Queues and take appropriate action on pending files
- Assist Colonial Life’s Sales Organization, Home Office Employees or insured’s with questions or issues related to group products
- May perform other duties as assigned.
Senior Business Specialist
Colonial Life Insurance
01.2018 - 09.2019
- Support the documentation for the system and/or processes the business area owns/supports is comprehensive and adequately maintained
- Actively participate in and partner with others on requirements elicitation sessions and other phases of the system development life cycle
- Assesses technical/process impact of making complex business changes
- Perform project coordination, extensive situational business analysis/problem solving and/or implementation support for large sized functional/cross-functional projects which have high degree of complexity
- Ensure that there is strong partnership and collaboration within the functional area and cross-functionally with other functional areas and IT
- Trained and mentors junior team members
- Subject Matter Expert in: OnBoarding and Development, RACE and Contest events and currently working on becoming SME in planning and facilitating of Manager/Agent Schools.
CES/Hybrid
Colonial Life Insurance
01.2018 - 01.2019
- Support the documentation for the system and/or processes the business area owns/supports is comprehensive and adequately maintained
- Actively participate in and partner with others on requirements elicitation sessions and other phases of the system development life cycle
- Assesses technical/process impact of making complex business changes
- Perform project coordination, extensive situational business analysis/problem solving and/or implementation support for large sized functional/cross-functional projects which have high degree of complexity
- Ensure that there is strong partnership and collaboration within the functional area and cross-functionally with other functional areas and IT
- Trained and mentors junior team members
- Subject Matter Expert in: OnBoarding and Development, RACE and Contest events and currently working on becoming SME in planning and facilitating of Manager/Agent Schools.
Customer Service Representative
Colonial Life Insurance
02.2016 - 01.2018
- Worked in the call center handling claims, billing, and life calls
- Built rapport with the clients and helped them during difficult times all while meeting and exceeding goals set by myself and manager
- Received several spotlights for creative thoughts, teamwork, and eagerness to problem solve
- Kept sensitive customer or company information confidential
- Reported problems with the data
- Accurately entering information into various computer programs
- Addressed customer inquiries; interpreted and delivered information; proposed suggestions; provided guidance; identified, investigated and negotiated conflicts
- Promoted to CSS II.
Education
Irmo High School
Midlands Technological College
Skills
- Proficient in: Windows XP, Word, Excel, Outlook, PowerPoint, Yammer, Lotus 1-2-3, QuickBooks, FootPrints, Qlikview, Sitecore, Planning & Execution of Events, Internet Research, Monitoring, Auditing, and Reporting, Financial Services, Columbia Mainframe, EDS, Client View, GPAS, MUSE, MUSE Coding, MLS, Paragon, Supra
- Presentation Development
- Scheduling
- Strategic Planning
- Invoice Processing
- Office Management
- Customer Service
- Business Administration
- Database Management
- Staff Management
- Quality Control
- Project Oversight
- Professional and Mature
- Risk Management
- Technical Support
- Filing and Data Archiving
- Excel Spreadsheets
- Business Correspondence
- Executive Support
- Schedule & Calendar Planning
- Spreadsheet Tracking
- Extensive Vocabulary
Timeline
Executive Assistant to Broker-In-Charge
J. King Real Estate
06.2023 - Current
Client Management Specialist
Unum
06.2022 - 06.2023
Group Underwriting Coordinator
Colonial Life Insurance
09.2019 - 06.2022
Senior Business Specialist
Colonial Life Insurance
01.2018 - 09.2019
CES/Hybrid
Colonial Life Insurance
01.2018 - 01.2019
Customer Service Representative
Colonial Life Insurance
02.2016 - 01.2018
Irmo High School
Midlands Technological College