Danelle Dannhardt
Management Professional
Winter Park,Florida
Summary
Self-motivated Supervisor who brings proven leadership, organizational and customer relations skills. Independently solves problems through innovation and collaboration while keeping teams on task to handle diverse business requirements.
Overview
27
27
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Service Operations Manager
CNA Insurance
12.2022 - Current
- Led process improvement initiatives that resulted in reduced cycle times, contributing to increased profitability.
- Enhanced customer satisfaction through proactive problem resolution and consistent communication with clients.
- Enhanced interdepartmental collaboration through regular meetings focused on shared goals/objectives and open communication, leading to increased overall efficiency.
- Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
- Increased employee retention by fostering a positive work environment with open communication channels and opportunities for growth.
- Improved service operations efficiency by implementing standardized processes and procedures.
System Support Supervisor
CNA Insurance
01.2017 - Current
- Successfully manages staff in person and in a virtual environment.
- Responsible for hiring and managing staff, establishing and monitoring goals, and conducting performance reviews.
- Establishes and implements training programs to maximize team performance.
- Coaches employees through complex problems while providing feedback to improve job performance on day-to-day tasks.
- Monitors call center metrics for voice service levels and email workloads to maintain consistent service levels while providing an exceptional customer experience.
- Applies customer feedback to develop process improvements and support long-term business needs.
- Collaborates with IT partners to discuss trends, manage incidents and resolve items reported in a timely manner.
- Externally focused on establishing the best workflow with our underwriting partners on multiple policy transactions and documents processed through CNA Central ensuring they are receiving the correct priority.
System Support Analyst
CNA Insurance
09.2001 - 01.2017
- Provided client support on system operation and troubleshooting.
- Resolved or escalated problem tickets to resolve user issues.
- Resolved rating errors on with policies generated during the monthly renewal process for both small and middle market accounts. This was done in a timely fashion to stay within operation timeframes to maintain compliance.
Trainer/Administrator/Policy Service Rep
CNA Insurance
09.1998 - 09.2001
- Conducted quality reviews of transactions and provided feedback to individuals to maximize team performance.
- Standardized office structures and processes to promote collaboration and increased performance with field partners.
- Tracked and documented work flow to management service levels and need by dates. Collaborated with the supported field offices on those dates to ensure items were completed in a timely manner.
- Multiline Policy Service Rep who worked for multiple branches to rate and issue New and Renewal business for both small business and middle market policies.
Education
Bachelor of Science - Marketing
University of Central Florida
Orlando, FL 08.1995 - 08.1998
Associate of Arts -
Seminole Community College
Sanford, FL 08.1992 - 08.1995
Skills
Technical Support
Team Building
Training and mentoring
Customer service understanding
Staff Management
Certification
Six Sigma Green Belt- CNA Insurance 2019
Timeline
Service Operations Manager
CNA Insurance
12.2022 - Current
System Support Supervisor
CNA Insurance
01.2017 - Current
System Support Analyst
CNA Insurance
09.2001 - 01.2017
Trainer/Administrator/Policy Service Rep
CNA Insurance
09.1998 - 09.2001
Bachelor of Science - Marketing
University of Central Florida
08.1995 - 08.1998
Associate of Arts -
Seminole Community College
08.1992 - 08.1995