Olivia Dunn
Senoia,GA
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager
GoWell Benefits Inc.
Pittsburgh, PA (Remote)
03.2023 - Current
- Participated in meetings with senior management to discuss current projects and develop action plans for implementation.
- Assisted with the development of training materials related to insurance products and services.
- Developed and implemented strategies for improving customer service processes within the organization.
- Analyzed current processes for identifying areas where improvements could be made in order to increase efficiency.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Cultivated relationships with existing partners to ensure long-term success.
- Generated creative ideas for joint marketing initiatives with partners.
- Advised senior management on best practices for successful partnering strategies.
- Facilitated communication between partners to ensure expectations are met or exceeded.
- Delegated work to staff, setting priorities and goals.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Account Manager
Velocity Benefits Inc.
Atlanta, GA (Remote)
02.2020 - 03.2023
- Assisted in organizing and coordinating benefits enrollment meetings.
- Provided customer service support for employees regarding their benefits plans.
- Processed paperwork associated with open enrollments, terminations, life events and other related activities.
- Generated reports on enrollment activity for management review purposes.
- Developed materials used in the education process for employees about available benefits options.
- Identified opportunities to improve existing processes related to benefits administration.
- Ensured compliance with federal, state, and local laws governing health plan operations.
- Coordinated with vendors on special projects such as implementing a new plan or updating current policies.
- Analyzed data from various sources to ensure accurate enrollment processing.
- Actively participated in meetings with senior management teams on matters pertaining to company benefits offerings.
- Performed detailed analysis on utilization trends of existing benefits programs.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Managed multiple accounts simultaneously while meeting deadlines.
- Drafted proposals outlining services, costs, and benefits for prospective customers.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Built and maintained productive relationships with customers and internal partners.
- Motivated and worked with onboarding team members to successfully integrate new employees into the organization.
- Implemented innovative strategies for engaging customers via email, SMS or social media channels.
- Worked with management team to oversee and monitor marketing strategy.
- Developed social media marketing strategies to help brand company and increase sales.
- Managed creation of marketing materials, collateral and sales support tools.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
District Sales Coordinator
Aflac
Atlanta, GA
08.2018 - 02.2020
- Coordinated and monitored the activities of sales representatives in order to ensure that goals were met.
- Developed strategies for increasing market share within a specified region.
- Conducted training sessions with new and existing sales personnel on product knowledge, customer service, and other topics related to the job.
- Strengthened traceability by developing organization systems for keeping records, reports and agendas.
- Made presentations to groups at company-sponsored gatherings to gain new clientele.
- Met with division leaders and consultants to discuss strategies to increase sales.
- Achieved repeat business and referrals through personalized services.
- Sought out new clients and developed clientele by networking to find new customers.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Participated in regional conferences to stay abreast of trends within the industry.
Benefits Enrollment Counselor
Willis Towers Watson
Chicago, IL (Remote)
10.2017 - 08.2018
- Conducted educational seminars to inform employees of their benefits options.
- Assisted new hires with enrollment forms and questions regarding their benefits package.
- Provided customer service to existing employees regarding changes in their benefits plan.
- Created reports detailing enrollment trends and metrics.
- Tracked deadlines for open enrollment periods and communicated them effectively.
- Coordinated benefits processing, including enrollments, terminations, and QLE enrollments.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Oversaw enrollment of new employees and company-wide yearly enrollment period.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Recognized by management for providing exceptional customer service.
Independent Insurance Agent
Aflac
Tampa, FL
10.2014 - 10.2017
- Developed and maintained relationships with clients to ensure they received the best possible insurance coverage.
- Provided personalized service to customers to determine their specific insurance needs.
- Assessed customer's risk profile and recommended appropriate insurance plans.
- Explained complex insurance policies in a simple and understandable manner for clients.
- Processed policy changes, renewals, cancellations, endorsements, and other transactions efficiently and accurately.
- Conducted regular reviews with customers to ensure their coverage is still meeting their needs.
- Attended industry conferences and seminars to stay abreast of current trends in the industry.
- Built strong relationships with external vendors such as brokers or insurers in order to negotiate better deals for clients.
- Created presentations and proposals for prospective clients.
- Coached new employees on best practices for closing deals quickly and efficiently.
- Reported directly to regional Sales Manager regarding progress towards goals.
Education
High School Diploma -
Gadsden State Community College
Gadsden, AL05-2012
Skills
- Data Analysis
- Business Development
- Program Administration
- Customer Service
- Marketing
- Workflow Optimization
- Performance monitoring
- Contract Management
- Process Improvement
- Performance reporting
- Business Planning
- Customer Retention
- Decision-Making
- Planning and Implementation
- Process improvement strategies
- Operations Management
Certification
- Health, life and Annuity 2-15 Insurance License
Accomplishments
- Won Aflac Florida Central's "Rookie of the Year" Award in 2015
- Hit every milestone award in Aflac's new recruit "Fireball" series 2014-2015
References
References available upon request.
Timeline
Operations Manager
GoWell Benefits Inc.
03.2023 - Current
Account Manager
Velocity Benefits Inc.
02.2020 - 03.2023
District Sales Coordinator
Aflac
08.2018 - 02.2020
Benefits Enrollment Counselor
Willis Towers Watson
10.2017 - 08.2018
Independent Insurance Agent
Aflac
10.2014 - 10.2017
High School Diploma -
Gadsden State Community College
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