Raylene Moore
Polk City,IA
Summary
Results-driven Account Manager with extensive experience in client relationship management and insurance market analysis. Enhanced agent satisfaction through targeted training and efficient onboarding processes. Expertise in data analysis and team development supports operational efficiency and compliance. Focused on systematically managing accounts to maximize sales and introduce new products while expanding network connections.
Overview
24
24
years of professional experience
Work History
Account Manager/Team Lead
Group Benefits Limited
Urbandale, IA
09.2015 - Current
- Promoted additional carriers to agents not contracted or transitioning their book of business, fostering relationships and expanding agent options.
- Provided support to agents by addressing questions, concerns, and assisting with applications and forms for current and potential clients through various communication channels.
- Help create guides, emails and tools to assist agents in MA/PDP certification, FFM testing, and Agent Certification and other useful material.
- Gathered and distributed timely updates on insurance market trends for weekly webinars, email blasts, and social media outlets to enhance agent knowledge.
- Facilitated onboarding for new agents by providing essential information and support regarding new carrier websites and processes to ensure smooth integration.
- Review incomplete activities from processing team or commission's area and resolve so cases are issued / policy changes are completed/ commissions are paid; process returned applications and follow up with agent once completed.
- Developed targeted segments for agent training programs at GBL University.
- Executed AOR modifications and ensured AgencyBloc was current for the commissions team.
- Assist with agents meeting random Wellmark Compliance Audits and Wellmark annual certification.
- Interview, hire and train new employees.
- Complete quarterly employee reviews; provide coaching and disciplinary action when needed.
Patient Care Technician, Pre-OP
Mercy Médical Center
Des Moines, IA
01.2014 - 01.2015
- Performed blood draws, EKGs, processed urine samples, and recorded patient height and weight to support accurate medical records.
- Prepares patient charts, ensures that there are beds available and transports patients to and from Pre-Op.
- Assisted Pre-OP staff in cleaning, setting up, and turning over patient areas to facilitate efficient patient flow.
- Maintained supply inventory to ensure availability of necessary materials for smooth department operations.
- The Patient Care Tech assisted with patient care and supported department activities.
Retention Specialist
Marsh Consumer Operations
Urbandale, IA
01.2002 - 01.2014
- Conducted outbound calls to current clients, enhancing customer satisfaction and retention.
- Promoted products and services via telephone, generating leads for diverse sales areas.
- Addressed client objections with tailored solutions, capitalizing on opportunities to maintain coverage.
- Evaluates results and provides statistics for management review.
- Enters all information related to the call for tracking and reporting purposes.
- Performs administrative tasks supporting application processing.
- May follow up on quotes and applications to close a sale.
- Assisted team with various tasks to ensure smooth operations.
Education
Licensed Insurance Agent - Life/Accident & Health
Kaplan Insurance Licensing
Iowa01-2016
G.E.D -
Warren County Career Center
Lebanon, Ohio01-1993
Skills
- Client relationship management
- Customer relationship management
- Client compliance management
- Insurance market analysis
- Market trend analysis
- Data analysis
- Application processing
- Policy processing
- Team development strategies
Timeline
Account Manager/Team Lead
Group Benefits Limited
09.2015 - Current
Patient Care Technician, Pre-OP
Mercy Médical Center
01.2014 - 01.2015
Retention Specialist
Marsh Consumer Operations
01.2002 - 01.2014
Licensed Insurance Agent - Life/Accident & Health
Kaplan Insurance Licensing
G.E.D -
Warren County Career Center