Xzandrea Drengberg
Springfield,MA
Summary
Insurance professional with a strong background in benefits and commercial lines, currently specializing in training professionals on coverage recommendations, premium evaluation, data interpretation, insurance regulations, and rating methodologies. Known for delivering high impact training programs and supporting business objectives through analytical insight and policy expertise. Experienced in supporting new business initiatives, optimizing client-focused insurance solutions, and enhancing team capabilities across large scale operations. Seeking an underwriting position to leverage understanding of underwriting processes and loss control to assess and manage risk portfolios.
Overview
6
6
years of professional experience
1
1
Certification
Work History
AVP, Training Specialist- Commercial Insurance
Marsh
12.2022 - Current
- Designed and delivered 50+ comprehensive training programs for key clients like Amazon and 7-Eleven, covering employee onboarding, product knowledge, and ongoing learning initiatives
- Spearheaded the implementation of the Marsh Affinities Knowledge Base to enhance resource access and improve organizational learning
- Reviewed and structured 300+ insurance resources to support client service teams
- Delivered 400+ hours of training annually, including onboarding, product education, continuing education, and 3 new-client implementations
- Engineered and maintained 1,000+ hours of training content, ensuring materials are current, relevant, and accessible
- Supported new business development, providing ongoing support and resource updates for Sales Reps, Account Managers, and Processors across 7 clients to drive continuous improvement
Team Lead
Mercer
03.2021 - 12.2022
- Led the Kindred team of 10-20 benefit counselors, delivering hands-on coaching, quality monitoring, and training while managing a high-touch client portfolio
- Resolved escalated issues for 40+ clients though cross-departmental collaboration, improving quality scores
- Pioneered call quality initiatives and enhanced resource toolkit, improving call quality by 15%
- Mastered and imparted knowledge of benefits and customer service excellence, fostering a culture of continuous learning and professional development within the main team as well as 20+ contingent benefit counselors during annual enrollment
- Implemented a comprehensive suite of resources, streamlining processes and bolstering team efficiency and success
Senior Benefits Counselor
Mercer
12.2019 - 03.2021
- Distinguished as the sole temporary colleague to secure a permanent position, showcasing exceptional performance and dedication
- Led escalated call-out initiatives on 100+ accounts, resolving complex issues and supporting conflict resolution
- Achieved high scores in quality and customer satisfaction metrics averaging 95%, reflecting a commitment to service excellence and client contentment
- Orchestrated and facilitated training sessions, playing a pivotal role in the onboarding and skill enhancement of new hires during open enrollment, while offering real-time support to about 15 contingent employees on the floor and via chat platforms
Temporary Employee, Benefit Counselor
Randstad
09.2019 - 12.2019
- Assisted employees with benefit inquiries during annual enrollment across 4 major operating companies
- Built cross-functional relationships to streamline issue resolution and improve efficiency
- Demonstrated exemplary customer service skills, ensuring employee satisfaction and fostering a positive interaction environment
- Acquired a comprehensive understanding of health and benefits administration, showcasing an ability to learn and adapt in a new field without prior experience
Education
Bachelor of Science - Health and Human Studies
Bay Path University
Longmeadow, MA12.2015
Skills
- Benefits Analysis & Training Development
- Quality Assurance & Team Leadership
- Employee Benefits Administration
- Commercial Insurance Brokerage
- Effective Verbal & Written Communication
- Rating Methodologies
- Data & Trend Interpretation
- Problem Resolution
- Coverage & Policy Evaluation
- Underwriting Support Processes
- Project Management
- Client & Stakeholder Engagement
- Program Testing & Development
- Insurance Regulation & Compliance
- Cross-Functional Collaboration
Certification
- Life and Health License - 18588850
- Pursuing Associate Underwriter (AU) designation – Expected completion 2026
Websites
Technical Skills
CRM
- SAP
- Salesforce
- Velocity
- BW
Reporting
- Qlik
- Tableau
Microsoft Suite
- Excel - Advanced
Knowledge Bases
- Perdix
- Moso
- Sharepoint
Carrier Portals
Canva
Teams Channels
Timeline
AVP, Training Specialist- Commercial Insurance
Marsh
12.2022 - Current
Team Lead
Mercer
03.2021 - 12.2022
Senior Benefits Counselor
Mercer
12.2019 - 03.2021
Temporary Employee, Benefit Counselor
Randstad
09.2019 - 12.2019
Bachelor of Science - Health and Human Studies
Bay Path University
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