Mindi Hanna
Concord,NC
Summary
Knowledgeable Insurance Professional with extensive expertise in customer service management, focusing on resolving complex client issues and enhancing customer satisfaction. Proven ability to streamline processes, resulting in improved efficiency and team performance. Demonstrated skills in conflict resolution and client relationship management.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Customer Service Specialist
State Farm Insurance Inc
03.2010 - Current
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
- Led team meetings and facilitated open dialogue, fostering a sense of camaraderie and shared purpose among members.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Entered customer data into system and communicated service concerns with agent's office.
- Delivered prompt service to prioritize customer needs.
Assistant Director
Ruckus House Learning Centers
01.2008 - 03.2010
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Oversaw the recruitment, hiring, and onboarding process for new educators to maintain a high-quality teaching staff.
- Implemented effective conflict resolution strategies for resolving issues among faculty members or between students.
- Mentored new teachers through observation, feedback, and professional development opportunities.
- Evaluated teacher performance through classroom observations and provided constructive feedback for improvement.
- Planned and executed successful special events, such as college fairs, open houses, and parent-teacher conferences.
- Ensured compliance with state education standards by regularly reviewing curriculum materials and teaching practices.
Underwriter
Auto-Owners Insurance Company
10.2000 - 01.2008
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
Education
Bachelor of Science - Child Development
Central Michigan University
Mount Pleasant, MI12.1995
High School Diploma -
Grand Ledge High School
Grand Ledge, MI06.1991
Skills
- Call center experience
- Coaching and Mentoring
- Documentation Review
- Complaint Handling
- De-Escalation Techniques
- Conflict Management
- Payment Processing
- Quality Assurance
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
Certification
- Licensed Insurance Professional in Property and Casualty
Timeline
Senior Customer Service Specialist
State Farm Insurance Inc
03.2010 - Current
Assistant Director
Ruckus House Learning Centers
01.2008 - 03.2010
Underwriter
Auto-Owners Insurance Company
10.2000 - 01.2008
- Licensed Insurance Professional in Property and Casualty
Bachelor of Science - Child Development
Central Michigan University
High School Diploma -
Grand Ledge High School
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