Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Additional Information
SoftwareDeveloper
Tammy Adkins

Tammy Adkins

Operations Manager
New Bern,North Carolina

Summary

Experienced Account Manager in both Commercial and Personal Lines. A talented agent bringing years of experience applying exceptional planning and problem-solving abilities toward enhancing customer satisfaction and increasing business. Bringing a solid understanding of industry trends, excellent communication skills, and a talent for spotting areas in need of improvement and implementing changes with a strategic approach to problem-solving for results-based solutions keeping the needs of the client in mind and the profitability of the company at the forefront.

Overview

21
21
years of professional experience

Work History

Manager of Operations/Account Manager

GEICO Durham
Durham, NC
01.2019 - Current
  • Led agency to finish top 3 for 2021.
  • Worked in matrix management environment with oversight of operations, sales, service, human resources, and compliance.
  • Devised processes to boost long-term business success and increase profit levels.
  • Reviewed shift reports to understand current numbers and trends.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
  • Implemented tracking system and worked with team to create customized system for improved tracking and logging of work issues, resulting in reduction of downtime and financial loss.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Met or exceeded account objectives for revenue and gross profit.
  • Defined measurement systems to monitor and report performance metrics and client satisfaction to client, company and employees.
  • Prepared quotes and bound new business
  • Processed renewals, quoted re-shops, handled policy reviews, certificates, endorsements, and retention.

Office Manager

State Farm
Raleigh, NC
12.2017 - 01.2019
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve performance of personnel for increased client retention.
  • Maintained CRM database with customer updates and report generation to improve cross-selling opportunities.
  • Oversaw quality control and productivity rates to increase revenue and production times.
  • Utilized client and staff feedback to maintain customer partnerships and increase revenue.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Prepared quotes and bound new business
  • Processed renewals, reviews, certificates, endorsements, and retention.

Quality Assurance Supervisor

FedEx Ground Trace Contract
Jacksonville, NC
04.2015 - 07.2017
  • Assessed investigation reports of quality assurance personnel and addressed any procedural deviations.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated in implementation and maintenance of customer complaint log, control plans, and updated instructions for local partners and main hubs in all 50 states.
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies to improve customer satisfaction.

Insurance Agent - Sr. Customer Service Specialist

GEICO
Fredericksburg, VA
04.1997 - 06.2011
  • Reviewed underwriting, compliance criteria, rating and guidelines to determine associated risks and eligibility for coverage.
  • Responded to customer requests for products, services and company information.
  • Incorporated cross-selling and up-selling techniques to generate sales, profits and increase referral retention rates
  • Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
  • Reviewed underwriting guidelines on cancelled policies for reissue
  • Handled inbound complaint calls from customers
  • Met customer call guidelines for service levels, handle time and productivity, resulting in consistent 98% customer satisfaction rating.

Education

Associate of Arts - Business Administration And Management

Prestonsburg Community College
Prestonsburg, KY

High School Diploma -

Gar-Field High School
Woodbridge, VA

Skills

  • Risk analysis and management
  • Proposal Reviews
  • Active P&C License in 46 States
  • Customer relations and conflict resolution specialist
  • SAAS, CRM, WFM, Salesforce, AMS360, Excel, MS Suite, Google Suite, Outlook
  • Records Organization and Management
  • Department Oversight, Problem Anticipation and Resolution
  • Management information systems and Work flow planning
  • Process Development and Streamlining
  • Performance Monitoring and Evaluation
  • Experienced IEX management with KPI analysis for CPH, AHT and Verint review for compliance

Accomplishments

  • Earned the “Top Ten Agent of the Year” Award at GEICO.
  • Increased Agency's quality standing by 60% in one year by restructuring call maps, call monitoring, and individualized coaching.
  • Led Agency to Top 3 in Sales in 2021

Timeline

Manager of Operations/Account Manager

GEICO Durham
01.2019 - Current

Office Manager

State Farm
12.2017 - 01.2019

Quality Assurance Supervisor

FedEx Ground Trace Contract
04.2015 - 07.2017

Insurance Agent - Sr. Customer Service Specialist

GEICO
04.1997 - 06.2011

Associate of Arts - Business Administration And Management

Prestonsburg Community College

High School Diploma -

Gar-Field High School

Additional Information

Experience with Carriers: Geico, State Farm, Berkshire Hathaway, Travelers, Liberty Mutual, State Auto, American Modern, Safeco, Heritage, Progressive, Foremost, Stillwater, Homesite, Assurant, Lloyds, RT Specialty, HOAIC, MSI, RLI, and others.

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