Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gina Ewert

Waupaca,WI

Summary

Effective communicator who adapts well to the communication needs of the audience. Possesses exceptional interpersonal, problem-solving, and analytical skills to provide advice and expertise to client organizations improving business performance. Utilizes quantitative analysis tools to investigate problems thoroughly before developing comprehensive solutions tailoring to each business need. Excels at presenting complex information in an easy-to-digest format, allowing clients to make informed decisions quickly.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Director of Operations

Nick Stamboulis-Northwestern Mutual
02.2024 - 07.2024
  • Responsible for completing life and disability insurance applications using advisor notes, prior records in CRM, and client contact. The Pre-Issue process includes scheduling client medical testing when necessary, monitoring applications during the underwriting process, and once approved, delivering the contract to the client.
  • Monitor various reports of existing clients for upsell opportunities, service needs, and billing status.
  • Place outbound calls and send outbound emails requesting appointments for the advisor. This process includes scheduling appointments and monitoring for client responses/continuing contact.
  • Pre-Call and Post-Call Prep included creating a client profile report and attaching CRM notes for the advisor. Additional illustrations may be required. Post-call follow-up review CRM notes for extra tasks. Create designated tasks in CRM and follow through.
  • Daily incoming office calls and monitored advisor's email for pertinent or urgent messages.

Service Adoption Consultant

Northwestern Mutual Life Insurance Company
10.2022 - 10.2023
  • The primary point of contact for Field Advisors and Offices interested in business services at the Home Office. Responsible for twelve Network Offices plus the District Offices.
  • Responsible for facilitating an initial consultation to describe business services and pricing. Additional consultations occurred depending on the advisor or office
  • Facilitated five to fifteen Zoom meetings per week by leading the advisor into an open conversation to understand business needs and bringing the additional players based on which team best suits the needs
  • Responsible for researching the advisor information to determine the correct players to bring to the virtual meeting
  • Educated on services provided by each team to facilitate solo advisor meetings
  • Additional responsibility includes responding to any advisor follow-up questions/requests
  • Maintain assigned twelve Network Offices via recurring meetings, ad-hoc questions, and onboarding new users
  • Onboarding new users for Network Offices requires knowledge of the software used by both Advisors and software specifically for Network teams. These were additional Zoom meetings
  • As a team member, maintain knowledge of software and process updates to deliver a consistent experience
  • Educate and consult the Field on technology or enhancements designed to improve experience
  • Collaborate with other members of the team to discuss received accolades and feedback for process improvement ideas
  • Maintain case documentation of advisors, meeting notes, and advisors’ decisions using CRM
  • Required use of PowerBI, maintaining case documentation of process using OneNote, and attending planning meetings

Service Advocate

Northwestern Mutual Life Insurance Company
03.2017 - 10.2021
  • Specialty team with team members assigned to every Network Office. I was the Advocate for 12-18 Network Offices on average. Additionally, each Advocate had daily phone time and responsibility for incoming emails to the team email.
  • Primary responsibility is handling incoming questions, complaints, rebuttals, and various other topics from internal and external customers. Typical Caseload was 85+ cases a month
  • Strong attention to detail plus verbal and written skills are needed for this role
  • Facilitate virtual sessions that vary by topic
  • Knowledge sessions created by the Advocate team, other service teams, or other Departments to some, or all, offices across the country
  • Virtual and in-person visits are created to the office specifications
  • Travel to Field offices individually or with other department leaders to present materials to advisors and teams, helping teams work smarter and more efficiently
  • Advocate sessions allow for learning leading attendees to the many tools and resources available, creating consistency
  • Meetings with primary contacts to discuss trends and focus on increasing technology adoption
  • Facilitate or participate in monthly or quarterly touchpoints with service area business partners to discuss any new changes, trends, or tips to share back with our external partners
  • Continued review of trends and developing relationships with teams and external office partners
  • Find process improvements both internally and externally
  • Maintain and build relationships
  • Research and understand responses provided by service teams, and be prepared for potential next steps
  • Regardless of the outcome, be able to deliver understandable responses
  • Additional duties to the service team which supports responses to clients or Department of Insurance complaints. A written response would be created based on the Department of Insurance guidelines. My duties included support during the rebuttal process to the client or Department of Insurance plus providing direct coaching support to the specialist assigned to the case. The goal was to reduce the rebuttal occurrences
  • I would lead the case to the best resolution and provide coaching to the team member

Customer Service Specialist

Northwestern Mutual Life Insurance Company
03.2005 - 03.2017
  • Provide day-to-day coaching for 12-18 call center customer service representatives including phone coaching, reviewing written correspondence, and feedback for performance measures
  • Track progress of all mentees plus handling high volume incoming calls with resulting casework
  • The role required in-depth knowledge of the billing system, the various risk products serviced both old and new, plus processes and procedures
  • Coaching includes researching complex case questions, creating historical information, and reviewing archived files
  • Required ability to understand everyone’s learning style and personality
  • Handle customer calls requesting supervisor assistance, 1-2 daily
  • Requires the ability to be empathetic, but also find the root cause to resolve to keep both the customer and the company in mind
  • As the Subject Matter Expert, I maintained the largest and most difficult training catalog plus 3-5 different catalogs in the services training
  • Additional support as Subject Matter Expert on 5 topics and was Lead in a case work center.

Customer Service Representative

Northwestern Mutual Life Insurance Company
06.1997 - 03.2005
  • In a fast-paced call center environment handling 75-100 inbound calls from advisors, advisor staff, network offices, clients, and third parties regarding life insurance, disability insurance, and long-term care
  • The role required in-depth knowledge of billing, products, processes, and procedures.
  • This included answering questions while on call, providing any additional required research, returning calls, and correspondence
  • Create in-force policy illustrations to guide customers and their financial representatives in making choices related to existing policies.
  • Attend in-the-moment and classroom-style training
  • Participate in continuous process learning and improvement events
  • Participate in employee events

Customer Service Representative

Old Line Life Insurance Company
08.1993 - 06.1997
  • Call Center Representative for life insurance products in a small, but nationwide center for all advisors and clients taking over 70 calls a day
  • This included answering questions while on call, providing any additional required research, returning calls, and correspondence
  • Became cross-trained and supported other departments by working additional hours helping reduce caseloads
  • Call center training material was re-developed after feedback during the training I did

Policyowner Services Representative

New England Financial Services
05.1992 - 08.1993
  • Main contact for all branch offices in state of Wisconsin
  • Provided service to financial representatives, clients, and third parties
  • Included answering questions while on call, provide any additional required research, return calls, and correspondence.

Education

Associate degree - Administrative Assistant -

Milwaukee Area Technical College
12.1992

Skills

  • PowerBI
  • Sharepoint
  • CRM
  • MS Office
  • Problem-Solving
  • Attention to Detail
  • Analytical Thinking
  • Issue Resolution
  • Customer Relationship Management

Certification

  • Wisconsin Life and Health License - March 2024

Timeline

Director of Operations

Nick Stamboulis-Northwestern Mutual
02.2024 - 07.2024

Service Adoption Consultant

Northwestern Mutual Life Insurance Company
10.2022 - 10.2023

Service Advocate

Northwestern Mutual Life Insurance Company
03.2017 - 10.2021

Customer Service Specialist

Northwestern Mutual Life Insurance Company
03.2005 - 03.2017

Customer Service Representative

Northwestern Mutual Life Insurance Company
06.1997 - 03.2005

Customer Service Representative

Old Line Life Insurance Company
08.1993 - 06.1997

Policyowner Services Representative

New England Financial Services
05.1992 - 08.1993

Associate degree - Administrative Assistant -

Milwaukee Area Technical College

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Gina Ewert