Jillian Munz

• Provide assistance to new business, underwriting, billing, and policy services for personal lines products
• Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
• Successfully manage multiple projects simultaneously while adhering to deadlines
• Collect, arrange, and input information into database system.
• Provide customer policy or billing activities for new business renewal policies and policy changes.
• Complete system entry process for new policies or policy changes or billing for multiple systems
• Research inquiries from customers or agents.
• Generate letters, correspondence and policy documents..
• Support call center operations when call demand exceeds forecast or problem escalation requires assistance.

Regrettably, the position was eliminated as part of a company-wide restructuring initiative aimed at
optimizing operational efficiency and adapting to evolving business needs. This decision, made in
September 2023, was in response to market changes and needs. Clearcover made the decision to
reduce their workforce by 28%. However, in my time at Clearcover, I tracked and analyzed reports to determine needed improvements. Collected, arranged, and input
information into database system. Developed and updated tracking spreadsheets using Pipeline to onboard agents into agent portal.

• Oversaw customer satisfaction in all core areas: claims, customer service, billing & enrollment, and
  retention.
• Maintained detailed records of customer interactions, including inquiries, complaints, and
  resolutions.
• Evaluated customer needs and feedback to drive product and service improvements.
• Referred unresolved customer grievances to designated departments for further investigation.
• Conducted outbound calls during renewal periods, hitting goal of 50 calls per period.
• Ranked in top 3 for retention during outbound calls since receiving license.
• Reviewed daily inventory to ensure daily goals were met.
• Assumed leadership role by leading meetings within department.
• Actively sought opportunities to cross-sell additional products to existing customers.
• Team Lead, setting daily tasks for our team, attending meetings with supervisory staff, and serving
  as contact person for other customer support liaisons.
• Led online Chat Team, responding to daily chats from customers on WPS website, attending
  meetings to improve chat processes, and providing valuable feedback to enhance customer
  experience
• Demonstrated critical thinking and problem-solving skills to identify opportunities for improvement
  for Chat team
• Served as direct contact person for one outside agency (Informed Choice) since March 2020, fulfilling all requests from agents promptly to support and maintain positive working relationship.

• Responsible for care of children ages 6 weeks to 6 years- displaying multi tasking skills
• Created monthly lessons plans to fit individual child needs
• Offered administrative and clerical support to Administrative Assistant
• Developed and deployed employee schedule
• Trained new employees
• Conducted evaluations to measure performance and progress of students, providing guidance for
  areas requiring improvement