Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Veronica Sobotka

Lincoln,NE

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience

Work History

Life Case Manager

Protective
04.2021 - Current
  • Manage new business cases from start to finish
  • Reviewing initial application, gathering, analyzing, and critically thinking to efficiently process new business seamlessly
  • From the initial application, underwriting, issue and until inforce
  • Field customer escalations by partnering and collaborating with multiple business areas for the best solution for both customers and the business
  • Educate on all aspects of the new business process with the field but also mentoring and peer coaching new team members to assist in their personal development
  • Share process improvement ideas for a better overall customer experience

Life and Retirement Case Manager Sr Associate

Allstate
03.2020 - 04.2021
  • Coordinate, communicate, and educate on all aspects of the new business process with our agency force in order to support an increase in policy place rate and promote ease of doing business
  • Challenge the status quo to find a better way to work
  • Operate in a cross functional environment with multiple skill sets
  • Create a supportive environment where we can be open and honest with each other

Life New Business Solutions Sr Associate

Allstate
11.2016 - 03.2020
  • Identify trends, opportunities for improvement, analyze results, and work reports
  • Enhance, build, strengthen partnerships with multiple departments and teams
  • Encourage collaborative learning and growth
  • Seek a proactive approach to problem solving and issue resolution

Talent Share Automation

Allstate
11.2018 - 07.2019
  • Assist with Automation Business updates via written and conference calls
  • Investigate and gather needed business information for automation efforts
  • Assist with time and motion studies to help determine benefits
  • Act as a conduit between the product owner and a variety of stakeholders

Contact Center Customer Service Associate

Allstate
11.2011 - 11.2016
  • Roles of increasing responsibility, New Business Associate promoted to Float and Chat team
  • Float team servicing customers on overflow of phones, chats, email service folders
  • SME (subject matter expert) role for surety term conversion policies
  • Assisted with new hire training transitions and helped new employees adapt to company culture

Education

Associate of Applied Science - Business Administration-Marketing Focus

Southeast Community College
Lincoln, Nebraska, NE
01-2014

Skills

  • Dynamic Response to Change
  • Analytical reasoning
  • Continuous improvement
  • Complex problem-solving
  • Cross-functional collaboration
  • Critical thinking
  • Customer-centric mindset
  • Effective communication
  • Emotional intelligence
  • Team leadership
  • Time management
  • Strategic thinking

Accomplishments

Ambassador Committee Member

Process Improvement Committee and Champion

Automation Work

Human API Pilot

Contact Center Partnership and Collaboration

Life and Annuity Operations Recognition Committee

Employee Value Proposition Committee



Timeline

Life Case Manager

Protective
04.2021 - Current

Life and Retirement Case Manager Sr Associate

Allstate
03.2020 - 04.2021

Talent Share Automation

Allstate
11.2018 - 07.2019

Life New Business Solutions Sr Associate

Allstate
11.2016 - 03.2020

Contact Center Customer Service Associate

Allstate
11.2011 - 11.2016

Associate of Applied Science - Business Administration-Marketing Focus

Southeast Community College

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Veronica Sobotka