Customer Service Sales

Thomas Jordan

Processing Manager at USI Insurance Services

******.************@*****.***

Experience

Processing Manager at USI Insurance Services

April 2012 - Present (1 year 6 months)

Sales Support Supervisor at TD Insurance, Inc

March 2011 - April 2012 (1 year 2 months)

•Responsible for day to day supervision of the New Business Processing team

•Led business line relationship initiative with TD Mortgage & “Loan by Phone” departments

oProvided monthly updates to senior management (including: lead volume, sales, quote-to-call &

quote-to-sale ratios) to direct proper staffing

oMonitored sales calls & provided feedback to TDI Sales Representatives & TD Bank Loan by Phone

Representatives, coaching them to drive additional sales

•Provided reporting to Regional Sales department tracking status of leads

•Streamlined department workflows

•Contributed to the successful implementation of a new agency management system

oParticipated in multiple process improvement committees, including: Policy & Procedure Development,

Workflows, and Training & Business Acceptance Testing

Customer Service Agent at TD Insurance, Inc

May 2007 - March 2011 (3 years 11 months)

Service existing personal lines customer accounts at a large insurance agency. Lines of business include

homeowners, automobile, and excess liability. Quote and process endorsements requested by customers,

including vehicle and coverage changes. Provide counseling to customers requesting recommendations on

coverage best suited for their personal situation. Assist customers with billing issues. Work with company

underwriters with regards to premium and coverage.

Rewrite current customers’ insurance policies to better meet their financial and coverage needs.

Served as Preceptor for the Mount Laurel Customer Service Department. Duties include identifying training

needs of team members in addition to creating and executing learning plans. Coordinate training of systems,

workflows and procedures for new hires. Attend carrier training sessions and communicate pertinent

information regarding new guidelines to team members.

Meets and exceeds monthly quality and production goals.

2008 Wow Award Nominee- Best Insurance Service Representative

Producer at Atlantic Insurance Services

January 2006 - February 2007 (1 year 2 months)

Page1

Skills & Expertise

Sales

Customer Service

Training

Coaching

Process Improvement

Team Building

Outlook

Microsoft Office

Call Center

Microsoft Word

Microsoft Excel

PowerPoint

Strategic Planning

Employee Relations

Analysis

Time Management

Risk Management

System Testing

Project Management

New Hire Training

Interviewing Skills

Education

La Salle University

Bachelor of Science (B.S.), Criminal Justice, 2001 - 2005

LaSalle University

A, Criminal JusticeProperty & Casualty and Life & Health Insurance Licenses, 2001 - 2005

Page2

Thomas Jordan

Processing Manager at USI Insurance Services

******.************@*****.***

Contact Thomas on LinkedIn

Page3

Contact this candidate