KEVIN IANNELLI
East Providence
Summary
Performance-driven Senior Licensed Insurance Producer with extensive experience in high-volume sales and customer retention. Recognized for developing impactful strategies that enhance policyholder loyalty and exceed regional performance metrics. Expertise includes training and mentoring teams, alongside maintaining rigorous compliance with underwriting standards.
Overview
9
9
years of professional experience
Work History
Senior Customer Care Representative
AMICA MUTUAL INSURANCE
Lincoln
12.2018 - Current
- Spearheaded high-impact account retention initiatives: Developed and executed a regional bundling framework to maximize lifetime customer value. Created the "Memorable Moments" outreach strategy, substantially increasing policyholder retention and brand loyalty.
- Exceeded regional performance metrics: Ranked among the top performers in the Northeast region for raw sales, policy retention, customer engagement, calls handled, and Quality Assurance (QA) scores.
- Earned multiple Regional Sales Excellence Awards recognizing top-tier sales, service, and retention achievements across consecutive years.
- Managed high-volume workflows: Used Guidewire PolicyCenter, Salesforce, and Genesys systems to efficiently process daily call volumes, route data, and resolve policyholder problems.
- Led onboarding, training, and technical guidance for new agents as interdepartmental liaison; resolved escalated policy servicing and billing issues with professionalism.
- Developed and delivered sales and retention training modules to frontline staff and senior leadership, enhancing team capabilities and service quality.
- Audited new and existing business against corporate guidelines to ensure underwriting and risk compliance, supporting company profitability and maintaining operating ratio.
Training and Quality Assurance Specialist
HEALTHSOURCE RI (State Health Insurance Marketplace)
Providence
01.2017 - 12.2018
- Supervised and developed high-volume cohorts: Led training classes of 15–30 new hires monthly, enhancing performance management and operational readiness for state marketplace.
- Coached and analyzed performance metrics: Conducted targeted 1-on-1 coaching based on QA audit trends, directly improving call handling times, accuracy, and compliance scores.
- Enforced regulatory compliance: Delivered daily instruction on changing federal and state health regulations, ensuring adherence to legal standards and minimizing operational liability.
- Facilitated cross-departmental alignment: Acted as operational liaison, transitioning agents from classroom instruction to active phone environments through real-time nesting support.
Education
Associate in Insurance (AINS) Designation -
The Institutes
05-2026
High School Diploma -
Undergraduate Coursework -
Community College of Rhode Island (CCRI)
Skills
- Customer Service Standards
- Account Retention
- Upselling/Cross-Selling
- Team Performance Management
- Interdepartmental Liaison
- Data Analysis & Metric Reporting
- Salesforce CRM
- Genesys Telephony
- Workflow Distribution
- Regulatory Compliance
- Underwriting Guidelines
- Microsoft Office Suite
Licenses Designations Education
- Property & Casualty (P&C) Insurance License, Rhode Island, Active, 2018
- Associate in Insurance (AINS), The Institutes, In Progress / Currently Pursuing
- Undergraduate Coursework, Community College of Rhode Island (CCRI)
- High School Diploma
Timeline
Senior Customer Care Representative
AMICA MUTUAL INSURANCE
12.2018 - Current
Training and Quality Assurance Specialist
HEALTHSOURCE RI (State Health Insurance Marketplace)
01.2017 - 12.2018
Associate in Insurance (AINS) Designation -
The Institutes
High School Diploma -
Undergraduate Coursework -
Community College of Rhode Island (CCRI)