Makeba Phillip
Oviedo,FL
Summary
Experienced leader with over 20+ years of experience in contact center and customer service industry. The last 13+ years working in insurance industry and has an excellent reputation for career development, improving processes and procedures. Blends strategic planning and leadership strengths to establish top-performing employees. Trains and mentors' staff, optimizing strategies to promote lean performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Contact Center Staff Manager
Bristol West Insurance Group
2021.01 - Current
- Manages FNOL contact center and Coverage claims department.
- Manages over 70 employees including our department admin.
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Led weekly team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new people leaders, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics and customer service metrics.
Claims Supervisor - Tow, Glass, OOF CAT & Litigated
Bristol West Insurance Group
2019.08 - 2021.01
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Optimized case management with establishment of best practices.
- Built talented teams of 12 claims administrators dedicated to timely and compliant resolutions.
- Determined proper course of action for claims processing.
- Directed claims negotiations within allowable limits and supported successful litigations for advanced issues.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Build relationships with internal and external clients and vendors.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
FNOL Customer Service Supervisor
Bristol West Insurance Group
2018.05 - 2019.08
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Managed CSAs that worked on Coverage and Subrogation projects such as tow, glass and subpoenas.
FNOL Customer Service Representative
Bristol West Insurance Group
2017.04 - 2018.05
- First notice of loss – claims dept, farmers/bristol west
- Assist clients when they call in to advise us of a loss covered by their auto policy
- Evaluate customer records and assign to the appropriate field adjuster
- Assist our Med/PIP and liability adjusters by providing details to complete the claim process
- Obtain relevant evidence and information regarding claims
- Mentor new hires in current department.
Licensed Sales Representative
State Farm
2016.10 - 2017.04
- State farm agency-Rocco English
- Selling of all, Products, with expertise in the life and health products
- Explain features, advantages and disadvantages of various policies to promote sale of insurance.
- Following up with clients through all lead source provided by my agent.
- Refer unresolved customer situations to designated departments for further investigation.
- Exceeded corporate quotas for monthly policy sales.
- Following up with clients that have filed claims to ensure that all steps have been followed and offer assistance in any way possible.
Independent Contractor & Insurance Instructor
Multiple Carriers
2015.09 - Current
- Contracted with over 30 life and health insurance companies to have ability to sell broad array of products to book of business.
- Facilitate small seminars and educational meetings to discuss insurance products.
- Facilitate pre-licensing courses for multiple lines of insurance including All Lines and life insurance.
- Facilitate and grade tests required by state of Florida that will allow students to then take Florida state exam to become licensed insurance agents.
- Facilitate live continuing education courses that are required per state of Florida to maintain your insurance license.
- Facilitate through webinar continuing education courses that are required per state of Florida to maintain your insurance license.
- Contract with several agency owners to assist in strategy to develop their sales agents' book of business.
COI Site Leader & Licensed Instructor
Connextions
2010.01 - 2016.10
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Manage staff, preparing work schedules and assigning specific duties
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary
- Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement
- Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops
- Conduct orientation sessions and arrange on-the-job training for new hires
- Develop and organize training manuals, multimedia visual aids, and other educational materials
- Coordinate established courses with technical and professional courses provided by community schools and designate training procedures
- Calculate premiums and establish payment method
- Work with participants to complete 40- hour 240 health only course so they can take the Florida state exam to become a licensed agent
- Instruct review sessions and one on one meetings to ensure that they are able to pass the test the first time and move on to a production role with the company.
Senior Member Services Representative
Healthfirst
2008.09 - 2009.11
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Answer applicants' questions about benefits and claim procedures
- Initiate procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance.
Education
MBA - Human Resources Management
Capella University
Minneapolis, MN06.2024
Bachelor of Science - Management
Western International University
Tempe, AZ09.2017
High School Diploma -
William Fleming High School
Roanoke, VA05.1993
Skills
- Strong Interpersonal and Communication skills
- Professional Development and Performance Improvement
- Performance Tracking and Evaluations
- People Leader and Staff Support
- Claims Management Processes
- Great Time Management skills
- Excellent Negotiation skills
- Critical and Analytical Thinker
- Motivational Leadership
- Vendor and Customer Relationship Management
- Call Center Operations
- Operational Efficiency
- Strategic Decision-Making
- Personnel Recruitment and Interviewing Techniques
- Inventory Audits
Certification
- 215 - Life, Health and Variable Annuities - 09/2010
- Florida State Certified Insurance Instructor - 09/2013
- All Lines Adjuster License - 02/2018
Programs and Systems
CIPC IP Software
DataLynx
ISO
Box
Webex
Microsoft Teams
One Note
Timeline
Contact Center Staff Manager
Bristol West Insurance Group
2021.01 - Current
Claims Supervisor - Tow, Glass, OOF CAT & Litigated
Bristol West Insurance Group
2019.08 - 2021.01
FNOL Customer Service Supervisor
Bristol West Insurance Group
2018.05 - 2019.08
FNOL Customer Service Representative
Bristol West Insurance Group
2017.04 - 2018.05
Licensed Sales Representative
State Farm
2016.10 - 2017.04
Independent Contractor & Insurance Instructor
Multiple Carriers
2015.09 - Current
COI Site Leader & Licensed Instructor
Connextions
2010.01 - 2016.10
Senior Member Services Representative
Healthfirst
2008.09 - 2009.11
MBA - Human Resources Management
Capella University
Bachelor of Science - Management
Western International University
High School Diploma -
William Fleming High School
- 215 - Life, Health and Variable Annuities - 09/2010
- Florida State Certified Insurance Instructor - 09/2013
- All Lines Adjuster License - 02/2018
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