Summary
Overview
Work History
Education
Skills
Timeline
Ross Kennedy III

Ross Kennedy III

Murfreesboro,TN

Summary

Highly organized and detail-oriented client services manager with a proven track record of consistently exceeding customer satisfaction targets. With over twenty years of experience in management, banking, and insurance, seeking to leverage problem-solving skills and effective verbal and written communication abilities to secure a position that values attention to detail.

Overview

13
13
years of professional experience

Work History

PROCESS DELIVERY MANAGER/TRAINER

IBM
08.2023 - 08.2024
  • Trained our remote team in India Life Insurance fundamentals, how to produce Life Insurance illustrations, and to respond to written correspondence from Policy Owners and Insurance Agents
  • Produced on average 500+ Inforce Illustrations per month, 60% above the exceptional standard, while maintaining a 100% quality rate
  • Maintained high quality standards for our team by checking and approving all outgoing documents before being sent to Policy Owners
  • Handled High Importance requests from Insurance Agents, internal insurance brokers, and our legal team to ensure service levels were always met
  • Assisted in creating several training manuals for producing illustrations that will assist new-hires for years to come

ACCOUNT MANAGER/SENIOR CUSTOMER SERVICE REP

AIG/Fortitude-Re
07.2013 - 07.2023
  • Receive and fulfill customer service requests for all Life Insurance and Annuity policies through various contact channels
  • Held Account Manager duties by being the point person between Insurance Agents and our Underwriting team to ensure new accounts were issued in a timely manner
  • Handle service requests and received insurance premium payments for walk-in policy owners
  • Responsible for training newly hired members of our team by doing side-by-side sessions and overseeing their work before it is sent out
  • Promoted retention of products and services by reinforcing the importance of proper life/estate planning
  • Served as Subject Matter Expert for in-force policy illustrations
  • Met or exceeded all service level requirements set forth by upper management
  • Responded to inbound emails, fax, and phone calls
  • Assisted directly with Policy Owners to provide daily account support, problem resolution, research, and more
  • Communicated with internal departments to support our important client base
  • Being a leader amongst my peers to see a job is completed and our clients have the greatest experience
  • Proficiency in Microsoft Office

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Suntrust Bank
07.2011 - 07.2013
  • Assisted our valuable clients with Fraud Claims by researching recent account activity and on some occasions provided provisional credits to cover negative accounts
  • Worked closely with our Risk Assessment team to advise when clients would be using their Debit Cards while traveling domestically or abroad
  • Document loan history, respond to customers, investors, vendors and authorized 3rd parties inquiries, research and/or resolve inquiries, analyze request per policy and procedures to ensure proper action, and maintain routine transaction per customer
  • Type 35-40wpm, with proficient usage of Microsoft Office programs
  • Collect payments and set up repayment plans
  • Met Sales goals by providing banking options such as checking/savings accounts, auto loans, and mortgage refinances
  • Answer approximately 75 incoming customer calls
  • Provide customers with information requested through verbal or written correspondence and maintain accurate records
  • Direct calls or correspondence to proper departments in event information is not available or requires research
  • Take mortgage payments over the phone, respond to inquiries regarding hazard and flood insurance issues and disbursements, respond to inquiries regarding tax issues and disbursements
  • Review and explain escrow disclosure statements (i.e
  • Account shortages and overages)
  • Discuss and respond to inquiries regarding loan types and terms (i.e
  • VA, FHA, Conventional, ARM)
  • Maintain and process request for addition/changes/deletion of customer names from account record by ensuring that proper documentation is received and investor guidelines are met
  • Respond to the needs of customers who are not satisfied with assistance provided by the automated system
  • Assist overflow with difficult calls

Education

Computer Technology

NASHVILLE STATE COMMUNITY COLLEGE, Nashville, TN

Electrical Engineering

TENNESSEE STATE UNIVERSITY

Information Technology

CAPELLA UNIVERSITY

Skills

  • Customer service
  • Problem-solving
  • Active listening
  • Data entry
  • Computer proficiency
  • Team collaboration
  • Customer relations
  • Problem resolution
  • Time management
  • Complaint handling
  • Critical thinking

Timeline

PROCESS DELIVERY MANAGER/TRAINER - IBM
08.2023 - 08.2024
ACCOUNT MANAGER/SENIOR CUSTOMER SERVICE REP - AIG/Fortitude-Re
07.2013 - 07.2023
SENIOR CUSTOMER SERVICE REPRESENTATIVE - Suntrust Bank
07.2011 - 07.2013
TENNESSEE STATE UNIVERSITY - , Electrical Engineering
NASHVILLE STATE COMMUNITY COLLEGE - , Computer Technology
CAPELLA UNIVERSITY - , Information Technology

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Ross Kennedy III