Shannon Jahnsen
Washington,MO
Summary
Experienced professional with a strong focus on interpersonal skills, excellent time management abilities, and problem-solving expertise. Demonstrated success in managing multiple priorities with an organized and dependable approach, while maintaining a positive attitude. Committed to meeting team goals by willingly taking on additional responsibilities when needed. Seeking a full-time position to leverage these qualities and contribute to the success of an organization.
Overview
20
20
years of professional experience
Work History
Policy Management Group Supervisor
Automobile Club of Missouri
11.2022 - Current
- Provide agent coaching to ensure proper understanding of products and services, compliance in Club policies, and delivery of legendary customer service
- Equip team members with development opportunities to achieve monthly and annual goal objectives
- Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of department/corporate goals
- Communicate with team members through individual and group meetings, encouraging employees to support ACE culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives, and goals
- Work with escalated members and insureds in finding solutions to their concerns.
- Overcame complex challenges by leveraging analytical skills and innovative problem-solving techniques.
- Continuously assessed group performance, providing constructive feedback and implementing targeted improvement measures to optimize results.
AAA Agent Help Desk Coordinator
Automobile Club of Missouri
04.2016 - 11.2022
- Address the inquiries of sales agents in need of assistance with policies
- Process change requests
- Quality control regarding pricing and coverage
- Policy clarification and interpretation
- Participation in program and policy review sessions
- Production of daily, monthly, and special statistical reports
- Participation in the roll out of the Policy Star System
- Oversite of Agent Help Desk Representatives
- Assisted in the integration and testing of AIP systems
- Instrumental in the ACMO cashiering transition to ACE.
MSC Membership Specialist
12.2011 - 03.2016
- Worked in call center taking inbound calls assisting members
- Proactively offer valuable products and services
- Top performer in 2012.
Regional Sales Assistant
Automobile Club of Missouri
12.2010 - 11.2011
- Complete a wide variety of executive secretarial and administrative duties
- Use Microsoft Word and Excel to create reports
- Speak with customers regarding complaints or billing issues
- Draft confidential internal/external business documentation on behalf of regional managers
- Maintain internal records
- Data entry for budgets
- Coordinate projects for production.
AAA Agent Help Desk Representative
04.2004 - 11.2010
- Process various tasks for field sales agents & PMG Agents
- Daily Cashiering reports
- Agent of Record changes.
Education
Skills
- Data Entry
- Word
- Excel
- P & C licensed
- Typing of 60 wpm
- Able to multi-task expeditiously
- Well-organized
- Great inter-personal skills
- Analytical thinking abilities
- Time management expertise
- Leadership skills
- Verbal and written communication
Accomplishments
Completed the High Gear Program
References
References available upon request.
Timeline
Policy Management Group Supervisor
Automobile Club of Missouri
11.2022 - Current
AAA Agent Help Desk Coordinator
Automobile Club of Missouri
04.2016 - 11.2022
MSC Membership Specialist
12.2011 - 03.2016
Regional Sales Assistant
Automobile Club of Missouri
12.2010 - 11.2011
AAA Agent Help Desk Representative
04.2004 - 11.2010
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