Nicole LeBeau
MAPFRE
Putnam,CT
1
Certification
11
years of professional experience
Results-driven insurance operations leader with over 10 years in customer service, claims, and supervisory roles. Led teams to enhance service delivery, elevate quality standards, and foster employee development through effective coaching. Built strong relationships with agents and policyholders, ensuring high service levels and operational efficiency.
Work History
ISC Supervisor
2 Years 4 Months- Led team of 13 representatives, conducted performance evaluations, coached, and developed individual growth plans.
- Monitor service quality across phone, email, and chat channels to ensure compliance with service standards and response time goals.
- Served as liaison between insureds, agents, underwriting, billing, and operational partners to streamline communication.
- Support onboarding and training initiatives, including endorsement processing and workflow development with external partners.
- Drove quality improvement efforts that enhanced customer satisfaction and agency relations.
ECC Supervisor
2 Years 5 Months- Supervised customer service operations for MVP agencies and policyholders, ensuring service quality and responsiveness.
- Managed communication between agents, business development representatives, and service teams.
- Managed communication between agents, business development representatives, and service teams to enhance operational collaboration.
- Delivered coaching through quality reviews and performance feedback.
- Partnered with team leads to enhance employee knowledge and engagement, resulting in improved service delivery.
ISC Service Lead Representative
3 Years 9 Months- Led coaching and operational guidance for service representatives, enhancing team effectiveness.
- Resolved escalated customer and agent concerns, ensuring adherence to service standards.
ISC Service Representative
1 Year 4 Months- Assisted customers and agents with policy servicing, endorsements, and account inquiries.
CSR II, FNOL MA Claims/National Claims
9 Months- Coordinated first notice of loss activities, ensuring timely customer support throughout claims process.
Education
High School Diploma - Communications, General Studies, Computer Proficiencies
Coursework in Communications, General Studies, and Computer Proficiencies
Skills
Customer Service Operations
Insurance Policy Administration
Service Quality Monitoring
Operational efficiency
Policy Management
Leadership & Team Development
Strategic planning
Problem Resolution
Process optimization
Communication
Operational Strategy
Process improvement
Certification
Connecticut Property & Casualty Producer License (Active since 2017)
Timeline
ISC Supervisor
MAPFRE
04.2024 - CurrentRead More
ECC Supervisor
MAPFRE
11.2021 - 04.2024Read More
ISC Service Lead Representative
MAPFRE
02.2018 - 11.2021Read More
ISC Service Representative
MAPFRE
10.2016 - 02.2018Read More
CSR II, FNOL MA Claims/National Claims
MAPFRE
01.2016 - 10.2016Read More
QVCTC
High School Diploma from Communications, General Studies, Computer Proficiencies
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