Jolene Sheets
Lexington,OH
Summary
Dynamic and results-driven insurance operations leader with over 20 years of experience in underwriting, customer service, and team management. Proven ability to lead high-performing teams, manage offshore operations, and drive continuous improvement initiatives. Adept at using metrics and technology to optimize workflows, ensure compliance, and deliver superior service. Recognized for fostering strong relationships, resolving complex issues, and aligning operations with strategic goals.
Overview
17
17
years of professional experience
Work History
Operations Manager Small Business New, Renewal, Endorsements
CNA Insurance
03.2022 - Current
- Lead and develop a team of 7-14 direct reports, ensuring consistent and timely service delivery.
- Manage offshore operations in India and China, aligning with budget and performance goals.
- Collaborated on the implementation of an endorsement portal, improving processing efficiency.
- Established the Small Business Escalation Team, reducing resolution time to under 24 hours.
- Collaborate with leadership on bi-weekly underwriting calls and monthly agent meetings.
- Utilize metrics and reporting tools to monitor performance and inform decision-making.
- Ensure compliance with company policies and industry regulations.
- Facilitate training and movement of underwriting project initiatives offshore to achieve goals and realize budgetary savings.
Owner/Member
J & J Tools
02.2018 - 11.2023
- Co-Founded and manage business with $650,000 gross annual revenue
- Established foundational processes for business operations
- Developed sales presentations and promotion initiatives to drive product sales and increase brand awareness
Quality Assurance Specialist
CNA Insurance
10.2021 - 03.2022
- Provide monthly evaluations to team leadership on quality metrics
- Identify opportunities and offer solutions
- Educate employees on specific QA standards and confirm maintenance of standards
- Collaborate with leadership and underwriting partners to provide process and product training, on-the-job training schedule module, multi-cultural team job aids and standard operating procedures
- Manages Ask a Subject Matter Expert queue for offshore business partners
- Provide direct feedback to Small Business Service Center and Offshore team members
- Provide new hire training
- Customer call and email mentoring in real time
Service Associate
CNA Insurance
03.2021 - 10.2021
- Managed customer email requests and enhanced satisfaction by matching optimal solutions to individual customer needs
- Maintained high customer satisfaction standards to meet or exceed targets
- Worked with Leadership to create and facilitate multi-cultural training
- Off Shore Certificate training team
- Managed Off-Shore Small Business Service Center certificate/endorsement exception queue
- Provided online support for Off Shore certificate/endorsement team
Licensed Client Specialist
CNA Insurance
05.2014 - 11.2018
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
- Provided suggestions for process, application, or documentation improvement
- Interacted with team members across departments to research and resolve customer issues
- Consistently exceeded sales goals by more than 50% while maintaining quality score averaging 97%
- Provided job shadowing for employment candidates, Agency partners and on-boarding leadership
- Provided floor and escalation support
Agency Manager
State Farm Insurance
01.2008 - 05.2014
- Managed staff of five performance by proactively identifying growth opportunities and implementing action plans
- Managed daily operations of agency organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals
- Assisted Agency in achieving President Club Status- top 2% of State Farm Agents, country-wide
Skills
- Insurance operations management
- Team leadership
- Performance evaluation and quality control
- Strategic Planning & Execution
- Process Improvement & Change Management
- Offshore Team Management (India & China)
- Customer Service & Relationship Building
- Compliance & Risk Mitigation
- Microsoft Office & Business Systems
- Account Rounding and Cross Sales
LICENSE & CERTIFICATIONS
- Florida General Lines (Property & Casualty) 220 license
- CPIA (Certified Professional Insurance Agent) certificate
- CISR (Certified Insurance Service Representative) designation
Timeline
Operations Manager Small Business New, Renewal, Endorsements
CNA Insurance
03.2022 - Current
Quality Assurance Specialist
CNA Insurance
10.2021 - 03.2022
Service Associate
CNA Insurance
03.2021 - 10.2021
Owner/Member
J & J Tools
02.2018 - 11.2023
Licensed Client Specialist
CNA Insurance
05.2014 - 11.2018
Agency Manager
State Farm Insurance
01.2008 - 05.2014
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