Kacey Gary
Birmingham,AL
Summary
Experienced Customer Service professional with over 15 years of Life Insurance experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with highly organized nature and solid history of improving customer experience. Trained in Life Insurance regulations, Customer Service and best practices.
Overview
20
20
years of professional experience
Work History
Team Support Specialist
Protective Life Corporation
Birmingham, AL
01.2017 - Current
- Provide support to team managers and team members
- Provide all training to our home office and offshore teams on new processes and life insurance products
- Deliver remote assistance using screen sharing
- Create job aids to ensure new processes are followed correctly
- Perform monthly audits on work processed by the Exception Handling - Submit teams (Daily processing, New York Disclosure Statement reviews)
- Point of contact for Submit/Exception Handling team and Escalations
- Handle all Regulatory items for the state of New York and Florida
- Collaborates with the teams manager to establish goals and objectives for system improvements and automation
- Provides quarterly refreshers on all processes
- Serves as a mentor and coach
Team Lead
Protective Life Corporation
Birmingham, AL
01.2016 - 01.2017
- Provided support to Exception Handling Team and other areas in New Business
- Preformed monthly quality audits
- Delegated daily tasks to team members to optimize group productivity
- Collaborated with management team to implement new procedures and created job aids to simplify new process
Exception Handling Customer Service Representative
Protective Life Corporation
Birmingham, AL
01.2012 - 01.2015
- Reviewed applications and other required forms for accuracy prior to releasing case to Risk Assessment (Underwriter)
- Submitted new, New Business applications via Gemini
- Applied funds to bind conditional coverage
Premium Services Representative
Protective Life Corporation
Birmingham, AL
01.2007 - 01.2012
- Received payments from customers via check and credit cards to keep life insurance policy inforce
- Verified and posted account transactions to prepare checks and maintain accounting ledgers
- Received and recorded cash, checks and transfers
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks
- Processed policy loans, partial and full life insurance surrenders
Document Management Associate
Protective Life Corporation
Birmingham, AL
01.2006 - 01.2007
- Received, sorted and organized incoming letters and packages
- Operated mail processing equipment and manually sorted mail
- Identified undeliverable mail and applied markups to return to sender
- Responded to internal employees' questions about mail services, products and delivery choices
- Placed letters in individual mail slots for internal staff pickup.
Teller
Regions Bank
Birmingham, AL
01.2004 - 01.2006
- Counted cash drawers and reconciled remaining cash to accost for deposits and dispersals
- Performed transactional, operational and customer support tasks through knowledge of bank procedures and products
- Maintained confidentiality of bank records and client information
- Ordered checks, placed stop payment orders and conducted additional special services for customers
- Built and maintained client relationships through quality, personalized interactions
- Delivered exceptional service to customers in person or over telephone
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds
- Met or exceeded sales goals by promoting bank products and services in customer interactions
- Identified and reported suspicious behavior to security personnel as appropriate.
Education
Miles College
Fairfield, ALBusiness Administration And Management
Some College
Skills
- Issue and Resolution Tracking
- Collaborative Team Player and Leader
- Training Materials Development
- Multitasking and Prioritization
- Organizational Skills
- Interpersonal Skills
- Attention to Detail
- Verbal and Written Communication
- Gemini, Lifecomm, Next Gen, AX, Corporate Retention Database, Alchemy (Vendor sites- Exam One, CRL)
Timeline
Team Support Specialist
Protective Life Corporation
01.2017 - Current
Team Lead
Protective Life Corporation
01.2016 - 01.2017
Exception Handling Customer Service Representative
Protective Life Corporation
01.2012 - 01.2015
Premium Services Representative
Protective Life Corporation
01.2007 - 01.2012
Document Management Associate
Protective Life Corporation
01.2006 - 01.2007
Teller
Regions Bank
01.2004 - 01.2006
Miles College
Business Administration And Management
Some College