Shannon Hoff
Minot,US
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Business Information Analyst
Resolution Life (formerly Voya Financial/formerly ING)
01.2008 - 01.2024
- Provided subject matter expertise on company products and Operations processes and systems related to areas of expertise
- Utilized knowledge and understanding of processes and requirements for Life Policy Owner Service to enable the business to eliminate mistakes or understandings during project sign off
- Assisted with compliance cases, research and communicated with compliance, legal, and management to make business decisions
- Led projects, gathered data, created project charters, and engaged other internal and external departments to meet project goals and deadlines
- Worked with training and technical writers to write process documentation
- Built spreadsheets to analyze data and processed mass mailings
- Participated in Strategic Planning processes related to system projects and system enhancements.
Client Relationship Consultant
Resolution Life (formerly Voya Financial/formerly ING)
01.2003 - 01.2008
- Primary contact for M Financial agents and clients
- Built strong relationships with producers and internal clients
- Provided the key point of contact for internal and external clients in Corporate Markets Customer Service, accountable for one-stop problem resolution
- Coordinated service requests and provided proactive service to Corporate Markets clients
- Problem solver for sales management and producers
- Coordinated new case processes in Corporate Markets Customer Service and ensured timely and accurate management of new case implementation
- Expedited cases when there were complaints or special circumstances that require creative solutions
- Developed and maintained strong Corporate Markets business, product and process knowledge across all distribution lines
- Coordinated internal administration processes, systems testing and projects that positively impacted on client's ease of doing business.
Senior Customer Contact Center Representative
Resolution Life (formerly Voya Financial/formerly ING)
01.2002 - 01.2003
- Designated as M Financial Primary Contact
- Received incoming calls from policy owners and agents
- Processed requests such as fund transfers, loans, and address changes
- Assisted with training of new employees
- Provided support for the supervisor in their absences such as handling complaint calls
- Participated in several committees such as Orientation Buddies, Project Re-engineering, Focus, and Magic Champions
- Awarded an Orange Reward for refreshing customer service.
Education
High School Diploma -
Des Lacs-Burlington High School
Des Lacs, ND05.1990
Skills
- Organizational Skills
- Time Management
- Problem-Solving
- Teamwork and Collaboration
- Attention to Detail
- Multitasking
- Excellent Communication
- Reliability
- Adaptability and Flexibility
- Decision-Making
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Analytical Thinking
- Risk Assessment
- Continuous Improvement
Certification
- FINRA Series 6
- Six Sigma Green Belt Certification
- Medical Transcription
Timeline
Business Information Analyst
Resolution Life (formerly Voya Financial/formerly ING)
01.2008 - 01.2024
Client Relationship Consultant
Resolution Life (formerly Voya Financial/formerly ING)
01.2003 - 01.2008
Senior Customer Contact Center Representative
Resolution Life (formerly Voya Financial/formerly ING)
01.2002 - 01.2003
High School Diploma -
Des Lacs-Burlington High School
- FINRA Series 6
- Six Sigma Green Belt Certification
- Medical Transcription
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