Monica Park

• Support clients throughout the sales cycle, including quoting, proposals, and new business development.
• Gather and analyze client data to ensure accurate and timely processing.
• Interpret and apply Underwriting guidelines for both new and existing policies.
• Oversee workflow management to ensure timely and compliant policy reviews and execution.
• Process financial transactions, including invoicing and payment reconciliation.
• Address and resolve client concerns with professionalism and efficiency, ensuring high customer satisfaction.

• Coordinated schedules and provided logistical support for household operations, managing multiple priorities with precision.
• Actively participated in the Cultural Au Pair program, overseeing duties and activities, fostering cultural exchange, and enhancing intercultural communication skills.
• Collaborated with healthcare staff and ensured proper care for a medically sensitive individual, demonstrating strong organization and communication skills.
• Handled event planning and transportation logistics, ensuring high attention to detail and timely execution.
• Created and maintained a positive work environment for staff/team members.

Assisted clients with policy updates, processing payments and answering coverage related questions with a solid understanding of insurance products and procedures.

Resolved customer issues promptly, ensuring positive customer experience and demonstrating exceptional problem-solving skills.

Managed online reputation by addressing customer feedback and reviews, resolving issues, and reinforcing positive brand perception.

• Managed operations in a high-volume call center, ensuring compliance with regulations and effective workflow management, directly improving service delivery.
• Implemented procedural changes to enhance operational efficiency, focusing on policy and processes in accordance with industry standards and regulations.
• Drafted and distributed internal communications regarding policy updates and procedural changes, ensuring team alignment and regulatory compliance.
• Led weekly meetings to discuss policy coverage and team performance.
• Collaborated with cross-functional teams, including IT and Claims, to streamline processes and enhance customer service through new system implementations.
• Provided training and performance evaluations for supervisors, focusing on accurate service and process adherence.

• Supervised call center operations, managing workflows, and handling high-complexity customer issues.
• Provided guidance, training, coaching, and mentoring to team members on procedures and customer service best practices.
• Conducted quality assurance evaluations to ensure consistent service delivery.
• Provided guidance, training, coaching and mentoring to call center team members.
• Negotiated with customers regarding policy terms and conditions as needed.
• Reviewed and evaluated customer's applications to determine eligibility for insurance coverage.