Miguel Reyes
Waukee,IA
Summary
Results-driven leader with over 5 years of annuities experience and a deep sense of commitment to the team, clients, and company. Proven ability to support daily operations through strategic prioritization, guidance, and multi-department collaboration. Energetic person with strong interpersonal skills, and specialization in resolving escalated matters for key distribution partners rapidly and accurately.
Overview
11
11
years of professional experience
Work History
Team Lead
Athene Annuity and Life Insurance
West Des Moines, Iowa
06.2023 - Current
- Developing individual talent through daily operations, and the implementation of updates in technology, state and federal laws, as well as company initiatives.
- Urgently handling a high volume of escalated cases for key partners with the utmost care and professionalism, by taking ownership from start to finish.
- Analysis of department activity and trends to determine human capital allocation, task assignments, and procedure optimization.
- Short- and long-term strategic planning for enhancements to individual and team performance, with the goal of providing the highest quality service.
- Risk assessment of potential threats to client accounts and team members to safeguard operational integrity through quick and decisive action.
- Fostering strong internal and external partnerships through my ability to make connections and earn trust by nurturing shared interests and vision.
- Established new processes and procedures in collaboration with other departments to drive quality and metrics improvements.
Customer Service Specialist
Athene Annuity and Life Insurance
West Des Moines , IA
01.2019 - 06.2023
- Providing reliable and consistent mentorship to new-hires.
- All-service mastery (new business, helpline, in-force, claims).
- Leaderboards champion for four consecutive months.
- Multi-department collaboration to achieve client satisfaction.
- Promptly complete client requests.
- Earned trust of clients and agents.
- Escalated matters management.
- Improved customer rating.
Claims Clerk
Robert Half
Des Moines , Iowa
04.2017 - 12.2018
- Processing applications for annuities and insurance for health, dental, and life
- Outbound contact to agents and agencies requesting updates and/or advising of approvals.
- Review, approval and archive of incoming documentation containing updated records.
- Online research to verify completion of state and company required education and insurance.
- Appointment of agent commission levels as approved by management.
Loan Servicing Specialist
ER Select
West Des Moines, IA
04.2016 - 02.2017
- Mortgage operations management including post-closing, servicing, and document management.
- Management of dynamic workload with focus on prioritization based off shifting needs and completion by due dates.
- Requesting of documents from third party teams including follow up until task completion.
- Recognized as a great team player for being willing and able to be a resource as a mentor for newer and junior staff.
- Satisfaction of assigned tasks by via search sources to obtain necessary data
Leave of Absence Coordinator
Aerotek
West Des Moines, IA
06.2014 - 04.2016
- FMLA leave administration in English and Spanish from first day of absence to return to work for over 50 companies across the country.
- Operation of multiple unique systems programmed for each group of companies in order to process requests.
- Outbound contact to clients to obtain important information regarding their leave process.
- Review of medical documents with high attention to detail regarding physician’s recommendations.
- Adjustments to claims as needed due to changes in status, health condition, or hardship circumstances.
Education
Associate of Science - CAD Technology
ITT Tech
Clive, IA12.2012
Skills
- Leadership
- Communication
- Prioritization
- Adaptability
- Motivator
- Networking
- Coaching
- Strategization
- Collaboration
- Analysis
Timeline
Team Lead
Athene Annuity and Life Insurance
06.2023 - Current
Customer Service Specialist
Athene Annuity and Life Insurance
01.2019 - 06.2023
Claims Clerk
Robert Half
04.2017 - 12.2018
Loan Servicing Specialist
ER Select
04.2016 - 02.2017
Leave of Absence Coordinator
Aerotek
06.2014 - 04.2016
Associate of Science - CAD Technology
ITT Tech
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