Jennifer E. Hansen
Putnam,CT.
Summary
Driven Leader and Educator offering in-depth experience in administration of business projects and processes. Excellent communicator with strengths in daily operations management, workflow improvements and customer service. Specialize in individual development plans to assist with the growth of representatives and leaders. Seeking advancements in innovation, onboarding and training development.
Overview
26
26
years of professional experience
Work History
Agent Service and Knowledge Specialist
MAPFRE Insurance
01.2023 - Current
- Streamlined internal processes for improved efficiency and customer service within the company and outside agencies.
- Spearheaded internal and external training initiatives, equipping agents with essential skills to excel in their roles.
- Developed and maintained both Personal Lines and Commerical Lines training course videos, user manuals and job aids. Including but not limited to Agency processing systems: Coverall, Agency Portal and Singlepoint.
- Maintain a 4.95 star rating for Agent Survey satisfaction for resource and system trainings.
- Successfully collaborate with several business areas to Utilize call reporting for outreach efforts used to determine agency training needs.
- Promoter of efficiencies with measured call volume reduction while increasing policies written for both Personal and Commercial lines of Insurance.
Insurance Service Center Supervisor
MAPFRE Insurance
07.2019 - 01.2023
- Independently and directly manages effective and efficient workflows for Insurance Service Center team of 11-15 representatives who focus on Personal Lines such as Auto, Homeowner and Umbrella insurance products.
- Ensures customer service representatives meet and exceed performance expectations with KPI's related to servicing our customers, call handle times, after call usage and adherence to schedule. Customer base includes Insured's, internal customers and agencies.
- Assist representatives in achieving and maintaining Service Levels of 80% or higher.
- Lead 1-2 monthly unit meetings and 1-2 one on one coaching sessions that envelop discussion based on business needs and trends and to effectively ensure transparent communication of successes as well as areas of focus.
- Complete monthly phone and processing quality checks to ensure KPI of 80% or higher. Also provide one on one coaching to ensure representatives and fellow leaders are achieving and exceeding quality goals by developing and communicating improvement ideas to close any performance gaps.
- Assist representatives with maintaining Producer's Licenses and job growth with Individual Development Plans.
- Collaborate to positively develop and maintain relationships with internal processing, sales and Product/ Marketing sources in facilitating business growth and retention objectives.
- Provide customer and agent/producer support for escalations and resolves problems and/or other related insurance inquiries.
- Ensure unit members meet performance expectations related to servicing our agents and policyholders, and performing other transaction functions, while providing exceptional customer service and achieving quality and production standards.
- Ensure representatives incorporate Customer Centric Core Competencies within their daily job responsibilities, while providing outstanding value added service.
- Develop and maintain staffing based on Policy in Force count and call volume by collaborating daily with Work Force Management to ensure department's staffing needs are addressed effectively. Currently assist in managing Insurance Service Center staffing of 65 representative, 6 Lead representative and 6 Supervisors.
- Participate in interviewing, hiring and on-boarding process of customer service representatives, Lead representatives and fellow Supervisors. Effectively trains and develops new staff members.
- Enhanced operational efficiency by streamlining processes, implementing new procedures, and providing ongoing training to staff members.
- Improved employee morale and engagement by developing team-building activities and encouraging open communication among staff members.
Personal Lines Services Phone Team Supervisor
MAPFRE Insurance
10.2017 - 07.2019
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Defined key performance indicators for PLAS Phone Team Reps to define clear, attainable landmarks for performance measurement (AHT, Adherence, After Call, Phone Quality, Customer Surveys).
- Managed performance reviews for up to 25 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Managed daily operations, phone support and quality.
- Maintained SLA's based on the 80/20 model.
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
Insurance Service Center Lead Representative
MAPFRE Insurance
04.2016 - 10.2017
- Provide insurance advise for our customers
- Endorse policies for both Homeowner and Auto (CIC and ACIC)
- Provide technical and customer service assistance for unit
- Address escalated issues and calls for unit
- Conduct Training for new ISC Massachusetts representatives along with new ACIC (multi-state) representatives. This includes system training and product training
- Systems include but are not limited to: AS400, IPROD, JWALK, V12, Boston Software and Collaborative Edge
- Product training includes, but is not limited to: Massachusetts Auto Policy and Homeowner Policy, New York Auto and Homeowner policies along with Ohio Auto and Homeowner policies
- I have also had the opportunity to collaborate with the Training Department in developing modules for the ISC (Insurance Service Center) with a focus on the Massachusetts Auto Policy
- I have also worked with the Training Department to develop ELearning programs for Boston Software and Operator Classifications
- Co-developed training module for the ECC Service center .This builds additional education for Billing and FNOL representatives. This began as a Pilot Program to help increase the knowledge base of the Massachusetts Auto and Homeowner products. It also provides additional AS400 training to help identify types of endorsements and renewal information
- I also developed the leader’s guide along with assessment tools.
- Conducted monthly Phone and Processing quality reviews to maintain an 80% average.
- Conducted Monthly one on one sessions with representatives.
Insurance Service Center Representative 1
MAPFRE Insurance
04.2015 - 04.2016
Billing Representative /Customer Service
MAPFRE Insurance
09.2013 - 04.2015
Medical Secretary Surgical Scheduler
Desio Sports Medicine And Mednet Technologies
06.2009 - 09.2013
Adjunct Faculty
Notre Dame de Namur University
09.1998 - 12.2007
Front Medical Office Supervisor
Peninsula Pulmonary Medical Group
10.2003 - 11.2007
Performing Arts Program Director
Kollage Community School for the Arts
06.2000 - 03.2005
Education
Master's of Fine Arts - Drawing and Painting
California College of Arts And Crafts
Oakland, California06.1998
Bachelor's of Fine Arts - Fine Arts - Drawing and Painting
Notre Dame De Namur University
Belmont, California06.1996
Courses Taken -
San Francisco State University
San Francisco, California08.1992
Skills
- Motivational Leadership
- Team Building
- Decision Making
- Coaching and Mentoring
- Schedule Coordination
- Recruitment and Hiring
- Performance Management
- Quality Assurance
- Relationship Building
- Meeting Coordination
- Personnel Recruitment
- Clear Communication
- Career Growth Strategy Development
- Group Instruction
- Program Development
- Group and individual instruction
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Agent Service and Knowledge Specialist
MAPFRE Insurance
01.2023 - Current
Insurance Service Center Supervisor
MAPFRE Insurance
07.2019 - 01.2023
Personal Lines Services Phone Team Supervisor
MAPFRE Insurance
10.2017 - 07.2019
Insurance Service Center Lead Representative
MAPFRE Insurance
04.2016 - 10.2017
Insurance Service Center Representative 1
MAPFRE Insurance
04.2015 - 04.2016
Billing Representative /Customer Service
MAPFRE Insurance
09.2013 - 04.2015
Medical Secretary Surgical Scheduler
Desio Sports Medicine And Mednet Technologies
06.2009 - 09.2013
Front Medical Office Supervisor
Peninsula Pulmonary Medical Group
10.2003 - 11.2007
Performing Arts Program Director
Kollage Community School for the Arts
06.2000 - 03.2005
Adjunct Faculty
Notre Dame de Namur University
09.1998 - 12.2007
Master's of Fine Arts - Drawing and Painting
California College of Arts And Crafts
Bachelor's of Fine Arts - Fine Arts - Drawing and Painting
Notre Dame De Namur University
Courses Taken -
San Francisco State University