Ta'Nia McKnight
Ocoee,FL
Summary
To contribute to the growth of a large organization that desires an individual with qualities, such as: team leadership, industry experience, and exceptional soft skills. The commitment to organizational goals and strong work ethics drives the ability to meet business objectives. It also supports commitments to customer service, innovative problem solving and continuous improvement. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Management Representative
Farmers Insurance District Office
Lake Mary, FL
01.2020 - Current
- Manage Agent appointments and terminations
- Process agency contracts for numerous positions with the agency
- Prioritizes, analyzes, clarifies, and processes requests of basic to intermediate complexity from internal and external customers related to agent contracts, commission schedules, licenses, appointments, product authority and system access
- Handles inbound agent/district and territory emails for support related to agent contracts, commission schedules, licenses, appointments, product authority and system access as needed to support department service levels
- Ensures compliance with department and company procedures, standards and applicable regulations.
- Resolved agent inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Supports system testing for transactions of basic to intermediate complexity as assigned.
- Updates processing systems and other tools reflect work activity and communication with customers.
Sr. Insurance Representative
Farmers/21st Century Insurance
Lake Mary, FL
01.2008 - 01.2020
- Analyze, clarify, and resolve advanced policy and billing account related questions, policy changes, record updates, account referrals and transactions from internal agents; and manage to completion while staying abreast with company guidelines, procedures, and regulations
- Self-driven to work within a high-volume environment whether via chat, phone, or email with customers and or/agents
- Collaborated with Underwriters to effectively process agent correspondences
- Collaborated and partnered with several departments for assistance with processes and improving current procedures
- Commended for continuous enthusiasm, persuasiveness, customer focus and dependability in performance evaluations
- Managed a high-volume workload within a deadline-driven environment helping the company attain the highest customer service/agent service levels
- Responsible for handling multiple chats at a time while keeping Average Handle time at a minimum
- Commended for being a problem solver expert and team oriented
- Successfully guided several representatives as a mentor while both a phone and chat representative
- Addressed escalated situations/dissatisfaction and used resources available to resolve minimal effort from agent and/or customer
- Assist agents with several training opportunities and acted as liaison between the company and agent with guidelines and company expectations
Financial Advisor
JP Morgan Chase
Lake Mary, FL
01.2007 - 01.2008
- Advised debtors on money management techniques to help budget payments
- Analyzed customers outstanding balance to propose payment strategy mutually beneficial to the Chase and debtors
- Mitigated write-off risks by negotiating $100K in monthly balance transfers
Sr. Benefits Administrator
Hewitt Associates
Orlando, FL
01.2001 - 01.2006
- Oversaw enrollment of new employees and company-wide yearly enrollment period.
- Checked accuracy and completeness of benefits applications and documents.
- Maintained employee benefits programs and informed employees of benefits by studying and assessing benefit needs and trends.
- Oversaw employee benefits administration, including managing workers' compensation claims and educating team members on healthcare policies and 401K plans.
- Contributed to yearly renegotiation processes with each provider.
- Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers.
Seasonal Supervisor
Hewitt Associates
Orlando, FL
12.2004 - 12.2005
- Team of 25, increased efficiency and accuracy of team deliverables
- Educated clients population of 150k+ active and retired employees on Health and Welfare, Pension and 401k options
- Delivered outstanding service, exceed expectations and built long-term loyalty and partnerships
- Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customer
- Improved process efficiencies for Pension Plan development during client mergers
Education
General Studies
Lyman H.S
06.1998
Associates of Arts - Advertising/Public Relations
Seminole College
Skills
- SKILLS/QUALIFICATIONS
- 2044 Insurance License
- Strategic Planning & Execution
- Self-Starter & Performance Orientated
- Excellent communication skills verbal & written
- Project Management
- Proficient in Microsoft Office Suite
- Employee Development
- Problem Resolution
- Verbal and Written Communication
- Administration and Reporting
- Teamwork and Collaboration
- Training and Development
- Customer Service
References
REFERENCES PRESENTED UPON REQUEST
Interests
Volunteer Work for various organizations, Mentor and Tutor for V.I.R.T.U.E (a program for young teenage girls)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Management Representative
Farmers Insurance District Office
01.2020 - Current
Sr. Insurance Representative
Farmers/21st Century Insurance
01.2008 - 01.2020
Financial Advisor
JP Morgan Chase
01.2007 - 01.2008
Seasonal Supervisor
Hewitt Associates
12.2004 - 12.2005
Sr. Benefits Administrator
Hewitt Associates
01.2001 - 01.2006
General Studies
Lyman H.S
Associates of Arts - Advertising/Public Relations
Seminole College
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