Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lorena Eddy

Brownell

Summary

Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.

Overview

11
11
years of professional experience

Work History

Annuity Supervisor

Landmark Admin
10.2022 - Current
  • Training of new team members to understand Annuities, the companies, their products, and daily task procedures. Enhancing onboarding processes.
  • Collaborated with team members to resolve issues and improve processes.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Oversaw daily operations, ensuring adherence to company policies and procedures.
  • Reviewing daily transactions and claims for accuracy.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Oversaw timecards, vacation requests, and attendance issues.
  • Assisted Annuity Director with multiple tasks.

Customer Service Representative and Workflow Coord

Landmark Life Insurance Company
08.2014 - 10.2022
  • Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
  • Enhanced customer satisfaction by providing accurate information regarding annuity policies and claims procedures.
  • Streamlined workflow processes, improving response times for customer service requests.
  • Mentored new team members on best practices in customer service protocols and systems usage.
  • My main task was processing annuity death claims.
  • Within the scope of processing claims, I also cross trained in New Business, daily withdrawal transactions, transfers both incoming and outgoing.
  • Managed high-volume phone inquiries, ensuring timely resolution of customer concerns.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

ALMI, ASRI, FLMI, FSRI, ACS, ARA, AIRC - Annuities And Life Insurance

LOMA

Associate of Applied Science - Certified Dental Assisting

Del Mar College
Corpus Christi, TX
06-1986

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Attention to detail
  • Employee motivation
  • Decision-making
  • Complex Problem-solving
  • Strategic planning
  • Staff development
  • Staff discipline
  • Analytical thinking
  • Team building
  • Processes and procedures
  • Operations management
  • Process improvement
  • Process monitoring and improvement
  • Project management
  • Relationship building
  • Schedule development
  • Policy enforcement
  • Priority management
  • Conflict resolution
  • Expectation setting
  • Financial management
  • Contract management
  • Policy and procedure development
  • Payroll processing
  • Task delegation
  • Documentation and reporting
  • Workflow management
  • Teamwork and collaboration
  • Problem-solving
  • Multitasking Abilities
  • Effective communication
  • Organizational skills
  • Professionalism
  • Active listening
  • Self motivation
  • Reliability
  • Task prioritization
  • Idea development and brainstorming
  • Quality assurance
  • Continuous improvement
  • Teamwork
  • Team leadership
  • Customer relationship management

Timeline

Annuity Supervisor

Landmark Admin
10.2022 - Current

Customer Service Representative and Workflow Coord

Landmark Life Insurance Company
08.2014 - 10.2022

ALMI, ASRI, FLMI, FSRI, ACS, ARA, AIRC - Annuities And Life Insurance

LOMA

Associate of Applied Science - Certified Dental Assisting

Del Mar College

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