Kristen Coveney
South Boston,MA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
27
27
years of professional experience
Work History
Director of Licensing
John Hancock Life Insurance
11.2017 - 04.2023
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Worked closely with organizational leadership to guide operational strategy.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Established departmental performance goals and provided feedback for underperforming areas.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Conducted meetings with staff to discuss production progress and to attain production objectives.
- Devised and implemented strategies to create new revenue streams and cut operational costs.
- Self-motivated, with a strong sense of personal responsibility
Senior Operations Manager
John Hancock Life Insurance
08.2010 - 11.2017
- Managed multiple teams and associated work across product lines, functions and sites (United States, Canada and Manila).
- Oversaw call center performance as well as individual transaction processing performance on daily basis.
- Took ownership of escalations working towards proper resolution (Complaints and Complex Cases) communicating upward as needed.
- Partnered with Human Resources for complex employee concerns and disciplinary action.
- Represented Compensation and Licensing in many high-profile arenas such as M Marketing Meetings, Wholesaler Meetings as well as Firm Visits and Presentations.
- Maintained key relationships with M Marketers, Distribution, Product, IT, Signator Investors, Edward Jones and JH Management (Department Heads and Senior Management).
- Ownership of key initiatives and projects within Life/LTC New Business Operations such as Site Strategy for Boston Compensation (LTC & Life), LTC E-Presentment, GLTC movement to RRD, LTC transition into AWD, M Automation Project, Sarbanes Oxley Management, New Business Operations Job Family Revamp and Employee Engagement Implementation Plan.
- Consistent and timely design and delivery of identified goals for myself, team and department.
- Established Business Unit Service Level Agreements and Customer Experience Metrics at both associate and department levels.
- Transferable leadership skills: Executing on Deliverables, Working with Management to identify system and process enhancements, Strategic Planning, Career mapping with associates, Nurturing Employee Morale and Advocating for my team and business unit.
- Developed systems and procedures to improve operational quality and team efficiency.
Manager/Senior Manager
John Hancock Signature Services
02.2002 - 08.2010
- Cross-site management of 20 plus associates.
- Established goals and metrics at both associate and department levels.
- Defined hiring and training needs for department.
- Interviewed candidates for open positions.
- Responsible for analysis of current processes and implementing process improvements.
- Worked daily with Team Leader to support any and all disciplinary action including terminations.
- Involvement in major initiatives and projects within MF Operations as well as Transfer Agent including Move/Site Project Coordination, BFDS Conversion Project, As Of Executive Review and Risk Management.
- Participated in JH Mentor Program and Women’s Networking Group.
- Strong system knowledge of Automated Work Distributor (AWD) workflow system and DST Mainframe.
- Provided strong leadership to enhance team productivity and morale.
Image Operations Manager
John Hancock Signature Services
04.1999 - 02.2002
- Managed group of 15 associates responsible for prepping, scanning and indexing work to JH Life, Annuity and Mutual Fund processors.
- Monitored daily work and overall personnel performance.
- Responsible for interviewing, review writing, procedure documentation and disciplinary action.
- Served as member of HR Steering Committee.
- Strong knowledge of Input Accel application and Kodak scanning equipment.
- Developed systems and procedures to improve operational quality and team efficiency
Team Leader
John Hancock Signature Services
03.1998 - 04.1999
- Daily supervision of diverse team of 6-12 customer service reps including career development, coaching, motivating and encouraging reps to exceed performance expectations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Enforcement of department/company policies and procedures.
- Reported qualitative/quantitative results to Sr. Management.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Customer Service Representative
John Hancock Life Insurance
08.1996 - 03.1998
- Answered inbound telephone inquiries from external and internal customers in fast paced call center environment.
- Assisted walk in customer inquiries.
- Researched and resolved complex problems related to life insurance and annuity products.
- Exceeded performance standards by excelling in both qualitative and quantitative performance.
Education
Master of Science - Management Science
Lesley University
Cambridge, MA05.2001
Bachelor of Science - Management Science
Bridgewater State University
Bridgewater, MA05.1996
Skills
- Data Communications
- Administrative Procedures
- Microsoft Word
- Licensing Requirements
- Employee Performance Evaluations
- Operations Management
- Resource Allocation
- PowerPoint Presentations
- Customer Inquiries
- Microsoft Excel
- Workflow Processes
- Critical Thinking
- Business Development
- Complex Problem-Solving
- Departmental Operations
Accomplishments
· Q2/Q3 2013 Impact Award Winner
· 2014 Star of Excellence Nominee
Timeline
Director of Licensing
John Hancock Life Insurance
11.2017 - 04.2023
Senior Operations Manager
John Hancock Life Insurance
08.2010 - 11.2017
Manager/Senior Manager
John Hancock Signature Services
02.2002 - 08.2010
Image Operations Manager
John Hancock Signature Services
04.1999 - 02.2002
Team Leader
John Hancock Signature Services
03.1998 - 04.1999
Customer Service Representative
John Hancock Life Insurance
08.1996 - 03.1998
Master of Science - Management Science
Lesley University
Bachelor of Science - Management Science
Bridgewater State University
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