Summary
Overview
Work History
Education
Skills
Websites
Relevant Work History
Additional Information
Timeline
Generic

Regina McGhee

Anna,TX

Summary

Highly motivated and experienced professional with a life of service in the public and private sector with over 20 years’ experience in the insurance industry. Proven track record in leading teams and exceeding performance metrics. Passionate about educating the consumer and delivering exceptional service focusing on the needs of each client and ensuring clients have an exceptional experience. Driven Insurance Representative and customer service professional with insurance agency experience. Decisive negotiator and salesperson. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate healthcare systems. Effective at operating within state and federal regulations and insurance department guidelines to manage telephone calls, emails, letters and in-person requests for assistance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Management position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
15
years of professional experience

Work History

Claim Associate

State Farm
05.2023 - Current
  • Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
  • Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
  • Utilized specialized software to process incoming claims, enter data and generate reports.
  • Followed up with customers on unresolved issues.
  • Evaluated accuracy and quality of data entered into agency management system.
  • Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.

Account Support Analyst

NCR
05.2022 - 05.2023
  • Communication, problem resolution and escalation issues on behalf of clients
  • Support Senior Account Analyst to ensure customer expectations and requirements are met according to service contract including SLA and branding compliance. Increased and maintained 92% or higher SLA for very high profile client
  • Assist with installs, de-installs and ATM moves, billing reviews, escalation of down ATMs and review of ATMs not transacting
  • Review of site issues, analyzing and maintaining data spreadsheets and other duties as assigned.
  • Identified and resolved problems through root cause analysis and research.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Queried databases for information needed for report processing.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
  • Monitored systems in operation and quickly troubleshot errors
  • Communicated with clients to verify roots and causes of computer problems
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements
  • Responded to customer inquiries and provided technical assistance over phone

Insurance Agent

Broker
09.2020 - 05.2023
  • Work from home agent advising clients in under 65 market on health and supplemental insurance products
  • Strong analytical skills, active listening and needs analysis to assist clients in enrolling in best options that meet their health insurance needs.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
  • Obtained underwriting approval by completing application for coverage.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Collected premiums on or before effective date of coverage.
  • Calculated premiums and established payment methods for sales.
  • Finalized sales and collected necessary deposits.
  • Conducted annual reviews of existing policies to update information.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Analyzed risk factors to recommend appropriate coverage levels.

Front-Line Manager

Genpact
08.2018 - 08.2019
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Non-customer facing actinides. Primary role was the support and management of employees monitoring FB accounts against community standards.

Executive Director

North Brook Place Assisted Living
07.2014 - 06.2016
  • Worked closely with organizational leadership to guide operational strategy.
  • Built relationships with donors, government officials and other organizations to secure funding and support for organization.
  • Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
  • Exercised appropriate cost control to meet budget restrictions and maximize profitability.
  • Monitored compliance with laws and regulations to protect organization from legal liabilities and penalties.
  • Defined company roles and responsibilities to establish and enhance processes.
  • Built and maintained strong company teams by hiring and training qualified staff to create positive and productive work environments.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success.
  • Aligned department vision, goals, and objectives with company strategy to achieve consistently high results.
  • Drove strategic improvements to enhance operational and organizational efficiencies.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Oversaw divisional marketing, advertising and new product development.
  • Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Increased occupancy nearly 50%

Front-Line Manager

Transamerica Life Insurance Company
09.2008 - 01.2012
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Maintained transaction security by verifying payment cards against identification.
  • Confirmed continual compliance with all applicable laws and regulations regarding store operations.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Education

High School Diploma -

Malvern High School
Malvern
05.1989

Skills

  • Sales & Marketing
  • Management
  • Customer satisfaction
  • Human Resources
  • Regulatory Compliance
  • Attention to Detail
  • Collaborative Relationships

Relevant Work History

GEICO 1994-1999
AAA  Insurance Company 2004-2006
Pan American Life Insurance Company 2006-2008
Transamerica Life Insurance Company 2008-2012


Additional Information

Licensed Insurance Adjuster – TX (multiple states)

MS Office, Sales Force, QUIP, CRM

Timeline

Claim Associate

State Farm
05.2023 - Current

Account Support Analyst

NCR
05.2022 - 05.2023

Insurance Agent

Broker
09.2020 - 05.2023

Front-Line Manager

Genpact
08.2018 - 08.2019

Executive Director

North Brook Place Assisted Living
07.2014 - 06.2016

Front-Line Manager

Transamerica Life Insurance Company
09.2008 - 01.2012

High School Diploma -

Malvern High School

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Regina McGhee