Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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, ND
05.1990

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






Shannon Hoff