Lea-Anna Kopp
AVP Operations Leader
Colorado Springs,CO
Summary
Dedicated operations leader with demonstrated success leading financial systems and programs. Knowledgeable about regulatory requirements and successful strategies for maintaining optimal controls. Well-organized, proactive and adaptable to changing markets. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Vice President | Central Regional Leader
Marsh
8 2022 - Current
- Established, independent individual contributor, whose work has a direct impact on the team's outcomes
- Subject matter Expert in account management for Amazon Delivery Service Partners (DSPs) program
- Oversees and handles new business, prospect business, and billing and/or customer service escalations for over 400 individual DSPs
- Uses risk experience to perform critical client functions, including evaluating risks; reviewing loss experience, cash flow and financials; developing solutions; articulating impact of options; leveraging prepared analytics and making recommendations to client across product lines
- Partners with other senior Account Managers to retain and generate new business by leveraging strategy information and managing contract reviews and midterm changes and advising Account Managers on such matters
- Strives to meet sales goals and works with other senior Account Managers to expand the book of business
- Strengthens and maintains relationships with clients, prospects, client teams and producers to provide best in class service and drive growth
- Serves as a client contact and responds to difficult client needs and questions to improve the client experience
- Cultivates a comprehensive understanding of changing market condition, understands, and complies with all compliance, professional and transparency standards to better serve clients
- Hosts training sessions to implement or further growth within the department
- Hosts regular One-on-One training sessions with subordinate account managers to serve as tutoring and/or mentoring sessions
- Manages call center to drive customer service and analytics
- Reports directly to and works alongside Senior Managers, Business Analysts, and Processing Department to evaluate and audit accounts.
Senior Account Manager
Marsh
09.2021 - 07.2022
- Develops and fosters long-term strategic relationships with Amazon's Delivery Service Partners program and responsible for retaining, servicing and expanding key accounts
- Direct collaboration across the firm to provide comprehensive product and service solutions that meet the client's needs
- Trained in insurance policy knowledge and advising
- Explain features, advantages, and disadvantages of various policies to promote sale of insurance plans
- Call on policyholders to deliver and explain policy changes or endorsements
- Serves as a client contact for day-to-day needs and answers standard client questions to improve the client experience
- Manages and records all activities in the workflow system to ensure timely follow up by client, carriers, client team and delivery of final policy
- Intermediate Microsoft Excel knowledge used for billing breakdowns to provide the client a better knowledge of the company's billing procedures
- Member of peer-based email quality review team to ensure standards of service level agreements are met.
Optician
International Eyecare Center
09.2019 - 09.2021
- Evaluate prescriptions in conjunction with clients' vocational and avocational visual requirements
- Recommend specific lenses, lens coatings, and frames to suit client needs
- Verify that finished lenses are ground to specifications
- Measure clients' bridge and eye size, temple length, vertex distance, pupillary distance, and optical centers of eyes, using measuring devices
- Sell goods such as contact lenses, spectacles, sunglasses, and goods related to eyes, in general
- Assist clients in selecting frames according to style and color and ensure that frames are coordinated with facial and eye measurements and optical prescriptions
- Heat, shape, or bend plastic or metal frames to adjust eyeglasses to fit clients, using pliers and hands
- Determine clients' current lens prescriptions, when necessary, using lensometers or lens analyzers and clients' eyeglasses
- Maintain records of customer prescriptions, work orders, and payments
- Instruct clients in how to wear and care for eyeglasses
- Prepare work orders and instructions for grinding lenses and fabricating eyeglasses
- Determine clients' insurance providers and benefits directly provided by said provider.
Doctor's Assistant
International Eyecare Center
09.2018 - 08.2019
- Take and document patients' medical histories
- Conduct tonometry or tonography tests to measure intraocular pressure
- Operate ophthalmic equipment, such as autorefractors, optical coherence tomography (OCT), non-contact tomography, full contact tonometer
- Take anatomical or functional ocular measurements of the eye or surrounding tissue, such as axial length measurements
- Measure visual acuity, including near, distance, pinhole, or dynamic visual acuity, using appropriate tests
- Measure and record lens power, using lensometers
- Administer topical ophthalmic or oral medications
- Conduct visual field tests to measure field of vision
- Assist optometrists in performing ophthalmic procedures
- Conduct ocular motility tests to measure function of eye muscles
- Clean or sterilize ophthalmic or surgical instruments
- Maintain ophthalmic instruments or equipment
- Instruct patients in the care and use of contact lenses
- Call patients to inquire about their post-operative status or recovery
- Assist patients to insert or remove contact lenses
- Conduct binocular disparity tests to assess depth perception.
Manager
Sonic Drive-In
05.2016 - 03.2018
- Oversaw daily operations of $2 million restaurant
- Supervised crew on safe food handling techniques and procedures, customer service
- Daily computer logging and entry
- Performed food safety audits
- Oversaw/performed inventory control measures
- Organize and direct crew training programs
- Resolve personnel problems
- Interview, critique, and hire new staff
- Evaluate crew performance and document poor performance.
Education
Property and Casualty Online Course -
A.D. Banker & Company
Associate of Science Business Management - undefined
Everest University Online
Colorado Springs, COGeneral Education - undefined
Mesa Ridge High School
Fountain, COSkills
Multiline telephone systems
Issue Resolution Skills
KPI Tracking
Active Listening
Organizational Structuring
Team Leadership
Operational leadership
Professional Demeanor
Financial Acumen
Data Management
Program Management
Management Team Building
Customer Service
Finance and Accounting Oversight
Staff training/development
Adaptability and Flexibility
Time Management
Logistics
Analytical Thinking
Certification
Property/Casualty, All 50 US States, 20168444
References
AVAILABLE UPON REQUEST
Timeline
Senior Account Manager
Marsh
09.2021 - 07.2022
Optician
International Eyecare Center
09.2019 - 09.2021
Doctor's Assistant
International Eyecare Center
09.2018 - 08.2019
Manager
Sonic Drive-In
05.2016 - 03.2018
Assistant Vice President | Central Regional Leader
Marsh
8 2022 - Current
Property and Casualty Online Course -
A.D. Banker & Company
Associate of Science Business Management - undefined
Everest University Online
General Education - undefined
Mesa Ridge High School