Megan Campbell
Seffner,FL
Summary
Results-oriented veteran of the insurance industry, with expertise in leveraging the power of machine learning models and data analytics to identify key factors that affect customer loyalty.
Overview
4
4
years of post-secondary education
20
20
years of professional experience
Work History
Retention Specialist Sr
Centene Corporation (formerly WellCare)
Tampa , FL
2018.06 - Current
- Member Loyalty &, Subject matter expert on the Disenrollment Risk Model, a decision tree based predictive model built to identify correlations between 45+ specific member events and disenrollment patterns.
- Drove risk model utilization across the org by collaborating with IT/Data Science to create a member demographics analysis in tableau so that other business areas could leverage the data.
- Developed and maintained targeted member outreach campaigns designed to identify potential disenrollment drivers and mitigate them.
- Cleansed and unified large volumes of campaign data collected from various platforms to create a singular output report.
- Completed retention analysis and reported out to leadership and business partners.
- Identified member disruptions resulting from plan, product and/or provider changes that occur on an annual basis.
- Collaborated with appropriate business partners to ensure the right interventions were in place.
Commercial Underwriter
Safepoint Insurance Company
Tampa , FL
2017.09 - 2018.06
- Underwrite business assumed from Citizens Property Insurance Corp, numbering over 2,000 commercial policies with exposures of up to $10 million.
- Develop strategies and tactics to drive renewals resulting in an 82% retention rate.
- Responsible for tracking and analyzing renewal bind rates and report to management on trends and observations to help with pricing and retention strategy.
- Initiate and grow close agent relationships with dozens of agencies, ensuring loyalty and SafePoint’s top-tier success signing new business.
- Supervise department-wide underwriting resources and workflows.
- Pioneered new departmental ad hoc information hub.
Policyholder Care Supervisor
Citizens Property Insurance Corporation
Tampa , FL
2013.08 - 2017.09
- Supervised a team of 12 phone reps, monitoring and coaching to performance metrics, and created individualized development plans for growth opportunities Drove team with the lowest KPI to one of the top three performing teams within 7 months.
- Spear-headed the Citizens Ambassador program, which created specialized development for high performing employees.
- Traveled within and outside the state to train and deploy catastrophe response teams in the aftermath of major hurricanes.
Licensed P & C Insurance agent
AAA South Insurance Agency
Tampa , FL
2012.05 - 2013.08
- Delivered outstanding consumer advocacy to an estimated 8 million members in 11 states, regarding coverages, accounts and billing.
- Maintained a personal book of business of over 12,000 AAA members, among the top performers with 83% retention and 41% enrolled in multiple product lines.
- Declared top performer in quality, retention, and feedback multiple times and was awarded a quarterly top performer bonus 3 times.
Personal lines supervisor
Progressive Insurance
Riverview , FL
2000.12 - 2011.12
- Trained and/or supervised 100+ employees within the Quality Assurance and Customer Service departments Led one of the first retention-centric campaigns to boost promotion of benefits with strong correlations with loyalty and retention, such as homeowner’s and special lines products, EFT, and online features.
- Retention rates increased by 6% within that same year.
- Analyzed call center performance and metrics reports to identify development opportunities.
- Set KPI’s and implemented out-of-the-box coaching techniques to help teams achieve next level success in performance.
- Mentored and developed 4 CCRs for promotion to Quality Assurance or lead roles.
- Education and license.
Education
High School Diploma -
East Bay High School
Gibsonton, FL 1991.08 - 1995.06
Skills
Data analysis
undefinedTimeline
Retention Specialist Sr
Centene Corporation (formerly WellCare)
2018.06 - Current
Commercial Underwriter
Safepoint Insurance Company
2017.09 - 2018.06
Policyholder Care Supervisor
Citizens Property Insurance Corporation
2013.08 - 2017.09
Licensed P & C Insurance agent
AAA South Insurance Agency
2012.05 - 2013.08
Personal lines supervisor
Progressive Insurance
2000.12 - 2011.12
High School Diploma -
East Bay High School
1991.08 - 1995.06
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