Patricia Kasprzyk
Northbrook,IL
Summary
Dynamic leader with extensive experience at Guarantee Trust Life Insurance with deep understanding of insurance policies, risk management, and client relationships while driving a 20% productivity increase through effective team management and CRM automation. Proven expertise in budget planning and process improvement, fostering a culture of accountability while implementing AI solutions that enhanced customer engagement and reduced costs.
Quote
Innovation is seeing what everybody has seen and thinking what nobody has thought.
Dr. Albert Szent-Gyorgyi
Overview
18
18
years of professional experience
5
5
Certificates
Skills
- Team management & motivation
- Client relationship management
- Data-driven decision-making
- Issue resolution & process improvement
- Compliance with state & federal regulations
- Effective verbal & written communication
- Cross-functional collaboration
- Budget planning & allocation
- Cost control & budgeting
- Financial analysis & forecasting
- Day-to-day operations management
- Contract management
- KPI tracking & performance measurement
- CRM & analysis tools
Work History
Sr. Manager Sales Support & Licensing
Guarantee Trust Life Insurance
Glenview, IL
01.2020 - 02.2025
- Supervised a high-performing team of 13, improving productivity by 20% through collaboration & CRM automation.
- Developed and implemented strategies that improved customer satisfaction by 10% in 6 months and reduced call handling times by 5%.
- Managed an annual budget of $1M, consistently keeping expenses within 2% of the forecasted amount.
- Implemented new training program that reduced onboarding time by 15%.
- Spearheaded $1M Chatbot AI project, improving overall efficiency and customer engagement while reducing customer service costs by 20%.
- Cultivated strong professional relationships with large customers and vendors to drive long-term business development.
- Reviewed existing customer agreements to identify potential areas of risk or noncompliance.
- Developed marketing materials highlighting advantages of using the company's products over competitors.
- Conducted data analysis to drive strategic business recommendations and improve operational predictability
- Hired, coached, and created a successful career path leading to several promotions across the organization.
Manager Sales Support & Administration
Guarantee Trust Life Insurance
Glenview, IL
03.2018 - 01.2020
- Established KPI's and analyzed call center metrics to measure process performance, identify trends and implement process improvements.
- Monitored and analyzed customer feedback data to identify areas for improvement in customer service processes.
- Coordinated with internal stakeholders regarding ongoing projects that impact organizational culture.
- Collaborated with national agencies such as Humana, EHealth, Premier and American Member Benefits Association on new products and increased sales.
- Spearheaded the selection, execution & implementation of tools to Increase efficiency; Salesforce, SuranceBay, Five9, Kore.ai, Paycom
Lead Business Analyst
Guarantee Trust Life Insurance
Glenview, IL
06.2016 - 03.2018
- Manage multiple cross-departmental projects simultaneously.
- Excellent communication skills both written and verbal with the ability to influence stakeholders at all levels.
- Managed vendor relationships while ensuring compliance with contractual agreements.
- Evaluated existing systems and identified opportunities for improvement such as cost savings or increased productivity gains.
- Worked closely with project managers, developers, designers, product owners, QA testers and other stakeholders throughout the entire SDLC cycle from concept through delivery.
Senior Business Analyst
Guarantee Trust Life Insurance
Glenview, IL
09.2012 - 06.2016
- Collaborate with key stakeholders and functional leaders to understand their needs and ensure processes support for their strategic priorities.
- Created data flows to illustrate the flow of information between various stakeholders.
- Conducted gap analysis between current state processes and desired future state processes.
- Developed detailed project plans outlining tasks, deadlines and resources needed for successful implementation of projects.
- Implemented agile work methods to drive rapid and successful project execution.
Branch Supervisor
MB Financial Bank, NA
Chicago, IL
07.2008 - 09.2012
- Supervised and trained team of 6 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
Personal Banker
TCF Bank
Chicago, IL
10.2006 - 07.2008
- Managed a range of banking transactions including deposits, withdrawals, transfers and loan payments.
- Monitored changes in laws related to banking policies and procedures.
- Promoted additional bank services to customer
Technology Skills
Microsoft Suite: Office, Excel, Word, PowerPoint, Outlook, OneNote
Communication Software: Zoom, Teams, Skype, Slack, Jabber, Google Meet
CRM: Salesforce, ACT!
Phone Platforms: Cisco, Five9, Kore.AI
Software & Applications: Salesforce, Sharepoint, PowerBI, Paycom, ADP, Lifepro, AS400, Dropbox, Onbase, Concur, Database, OCR
Accomplishments
- 2024 GTL Innovator Award Winner
- Founder of GTL Change Makers Innovation committee in 2020
- Lean Six Sigma Black Belt certified #251373358
- Six Sigma Champion certified #251373366
- Life & Health Insurance License - #19186669
- LOMA, ALMI, ACS certified
- 3 Employee of the Month Recognitions
- Culture of Accountability certified
- Business Analysis Course
- Project Management Essentials certified
Education
Bachelor of Arts - Economics
Northeastern Illinois University
Chicago, IL01-2011
Volunteer Work
- Northfield Food Pantry 2016 - Present
- Help USA Troops 2020 - Present
- Host local school events (Diaper Drive, Hoops for Kids) 2022 - Present
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