Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Hilary Neal

Hilary Neal

LE ROY,Illinois

Summary

Successful and seasoned insurance representation with expertise in providing wide range of high-quality insurance solutions. Possessing a deep knowledge of the industry with extensive experience assessing customer risk and providing tailored solutions to meet needs. Adept at building trust with clients, providing guidance and delivering outstanding service. Maintaining a positive mentality when managing others to create an energetic and successful place of employment.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Insurance Advisor

Rivian Insurance LLC
08.2021 - Current
  • Managed a diverse portfolio of clients, consistently discussing individual needs in a call center environment.
  • Increased client satisfaction by providing personalized insurance advice and recommending suitable policies.
  • Resolved claims disputes efficiently by liaising between clients and insurance companies, maintaining high levels of customer satisfaction.
  • Mentored new insurance advisors, sharing best practices and industry knowledge to enhance team performance.
  • Implemented efficient processes within the agency to improve workflow and reduce administrative costs without compromising quality service provision.

Personal Lines Operations Manager

Snyder Insurance Agency
07.2007 - 08.2021
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Analyzed and reported on key performance metrics to senior management.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

High Value Care Unit Supervisor

Afni Call Center
11.1998 - 06.2007
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Developed a positive work culture with a strong emphasis on collaboration, innovation, and continuous improvement.
  • Created a comprehensive training program for new hires to ensure they were equipped with the necessary skills and knowledge needed to excel in their roles as unit supervisors.
  • Reduced employee turnover rate through effective leadership, communication, and team-building initiatives.

Education

No Degree - Accounting

International Business College-Albuquerque, NM
Albuquerque, NM

Insurance Certification - Insurance

ABRC
Springfield, IL
10.2007

Skills

  • Insurance product knowledge
  • Goal-oriented mindset
  • Data Interpretation
  • Claims Management
  • Salesforce and Epic system management
  • Excel, Word, Powerpoint knowledgeable
  • Policy Knowledge
  • Operations Management
  • Marketing Management
  • Critical Thinking
  • Quality Assurance Requirements
  • Call Center Customer Service

Certification

  • Licensed Insurance Agent in 48 states
  • Illinois CISR Training
  • Certified Managerial curriculum courses


Timeline

Insurance Advisor

Rivian Insurance LLC
08.2021 - Current

Personal Lines Operations Manager

Snyder Insurance Agency
07.2007 - 08.2021

High Value Care Unit Supervisor

Afni Call Center
11.1998 - 06.2007

No Degree - Accounting

International Business College-Albuquerque, NM

Insurance Certification - Insurance

ABRC

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Hilary Neal