Summary
Overview
Work History
Education
Skills
Timeline
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Wendy Still

Wendy Still

Gaston,SC

Summary

Accomplished management professional with over 20 years of experience specializing in operations, project management, and process improvement within a Fortune 500 insurance company. Proven track record of driving operational excellence and managing high-performance workflows in dynamic environments. Recognized for leading key initiatives from inception to completion, fostering team collaboration, and delivering impactful results. Expertise in optimizing processes to enhance efficiency and support organizational goals.

Overview

2026
2026
years of professional experience

Work History

Senior Manager - Billing and Premium

Combined Insurance, A Chubb Company
03.2024 - Current
  • Managed team of 16 associates responsible for Billing
  • Provided strong leadership to enhance team productivity and morale.
  • Established strong relationships with clients and customers, ensuring long-term partnerships and repeat business.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Implemented and developed operational standards, policies and procedures.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
  • Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
  • Developed strategic initiatives to improve service delivery and customer satisfaction.
  • Implemented performance metrics to assess departmental effectiveness and drive continuous improvement.
  • Consistently met or exceeded annual performance targets set by senior leadership.

Client Manager

AFLAC Group
12.2021 - 03.2024
    • Manages relationships and monitors the account health of assigned block of business; provides ongoing post-sale support, facilitates administrative solutions for service issues, and ensures that the client's business objectives and needs are met: executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction.
    • Manages and drives implementation and relationships for assigned Aflac accounts/brokers; manages and monitors the account health of assigned block of business (identifying risks, barriers, suspense, overall service standards, etc.); develops and maintains written records and materials regarding administrative support of the account; ensures smooth post-sale service activities such as enrollment system setup, billing and reporting solutions, timelines, ongoing administrative setup/support and monitors ongoing activities.
    • Provides dedicated support for assigned accounts with accurate, timely and transparent delivery of account level stewardship reporting, post-enrollment debriefing, decision-support tools, and enrollment solutions after the case is sold; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; implements strategies and leverages Aflac services for existing clients; ensures requirements for initial account set-up and reenrollment activities are met for assigned accounts with business units.
    • Works with career associates, brokers, and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLA's, enrollment type and key milestone dates.
    • Develops a working relationship to include periodic personal and frequent telephone contacts to monitor all areas of service; analyzes problems and develops solutions to correct a situation and prevent re-occurrence; communicates the resolution and monitors to ensure its success; facilitates working effectiveness of supporting business units; manages the delivery of service internally to achieve a high level of account satisfaction.
    • Develops, updates, and maintains account profiles; provides central coordination of ongoing administrative services with other business units to ensure that account issues are avoided or resolved promptly and prevent re-occurrence; uses broad experience to make independent decisions regarding the best solution to conserve business resources and implements and communicates the appropriate activity.
    • Experience Continued

Senior Sales and Contract (SC&C) Expert Consultant

AFLAC - Randstad Staffing USA
04.2021 - 08.2021
  • Provide consultation, gather, and analyze data and reports that pertain to the overall operation of the Aflac Groups Sales Contracting and Compensation team (SCC); responsible for providing statistically significant analytical insights to leadership for operational and strategic decision making, highlighting key risks and opportunities.
  • Partner to create tools, methods, and data analytics procedures to support organization; interfaces with enterprise analytics teams to share leading practices, maintain consistent methods, and exploit corporately aligned methods of data warehousing and analysis.
  • Collaborate with stakeholders to obtain a greater understanding of the needs of the business and the types of analysis helpful to better understand operational results.
  • Perform independent review of problem situations, develop solutions, and facilitate implementation of actionable steps to resolve problems and ensure customer satisfaction; reviews processes and procedures supporting SCC.
  • Experience Continued

Manager, Sales Compensation Financial Services

COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
2012 - 01.2020
  • Own the weekly delivery of commission and bonus payments to 6,000+ independent contractors, comprising Colonial Life and First Unum's sales organization.
  • Administer garnishment/levy orders and vendor payments.
  • Execute active/ongoing debt management for the sales organization.
  • Facilitate effective quarterly debt review meetings by ensuring accuracy of presented data.
  • Drive a high-performance sales function by managing SWAT (Sales Watch Activity Tracking) processes and business oversight functions.
  • Deliver annual 1099 reporting for the sales organization.
  • Conduct annual completion of mass terminations for the sales organization.
  • Key contributor to high-impact digital transformation initiatives, including a finance automation project.
  • Confirm the timely execution of established team audits.
  • Systematically review and sign off on quarterly SOX documentation.
  • Achieved 400K in savings, optimized underperforming debt management practices, established team accountability, and strengthened cross-functional relations by realigning and creating a structure that assigned nationwide responsibilities into 4 regions.
  • Secured 40+ hours/week in time savings and increased payment accuracy by automating state-mandated garnishment and levy vendor payment processes in collaboration with IT.
  • Gained 20+ hours/week in time savings by partnering with IT to migrate an outdated commission payments platform to a new server.
  • Manager, Sales Activity and Compensation Oversight (2012 - 2013)
  • Experience Continued

Manager, New Account Service Center

COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
01.2003 - 01.2012
  • Successfully brought the complete setup of new accounts in-house in role as project leader.
  • Decreased the overall setup timeline from an average of 10-14 days down to 5-7 days.
  • Increased speed to market for sales representatives.
  • Achieved an over 60% quality improvement for accuracy of first billing.
  • Spearheaded the seamless migration to a paperless environment for all new account establishments as project leader, effectively leveraging technologies to make the transition.
  • Orchestrated a high-performance 14-member team in conducting accurate, on-time new account development, including Colonial, First Unum, and Paul Revere.
  • Accelerated new hire assimilation and improved skills by delivering training to both new hires and existing employees.
  • Leveraged the I3 platform to actively manage inbound calls.
  • Executed daily management of work volume: communicated deliverables, prioritized workflows, and tracked productivity.
  • Ensured customer service goals were met via incoming phone call management and work schedule monitoring.
  • Boosted performance levels by completing audits and delivering feedback to employees.
  • Cross-functionally collaborated with diverse stakeholders to ensure accurate and timely set up of new accounts.
  • Built productive relationships with internal business partners, including risk underwriters, account services, and client consultants.
  • Manager, Account Services (1997 - 2003)
  • Customer Service Rep, Sr Rep, Trainer and Manager (1986-1997)
  • Various Entry level roles (1984-1986)

Education

Associate Degree - Business Administration/Management

Midlands Technical College
Columbia, SC

Skills

  • Operational efficiency enhancement
  • Effective resource management
  • Metrics evaluation
  • Implementation of best practices
  • Issue resolution skills
  • Team monitoring and assessment
  • Documentation practices
  • Training program implementation
  • Regulatory adherence
  • Troubleshooting and problem resolution
  • Operations planning
  • Cross-functional communication
  • Talent development
  • Organizational improvement
  • Partnership development
  • Strategic planning
  • Cross-functional collaboration
  • Operations management
  • I3 software
  • MS Word
  • MS Excel
  • MS PowerPoint
  • Peoplesoft
  • Sales Force
  • WIMS

Timeline

Senior Manager - Billing and Premium

Combined Insurance, A Chubb Company
03.2024 - Current

Client Manager

AFLAC Group
12.2021 - 03.2024

Senior Sales and Contract (SC&C) Expert Consultant

AFLAC - Randstad Staffing USA
04.2021 - 08.2021

Manager, New Account Service Center

COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
01.2003 - 01.2012

Manager, Sales Compensation Financial Services

COLONIAL LIFE & ACCIDENT INSURANCE COMPANY
2012 - 01.2020

Associate Degree - Business Administration/Management

Midlands Technical College

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Wendy Still