Customer Service Management
Resume:
Monica A. Wilson
Springfield, Illinois 62704
***********@*****.***
Objective: I am an experienced office professional seeking a full time position in a supportive role such as Office
Administrator, Administrative or Executive Assistant, Secretary, Clerk, Associate, or Customer Service Representative.
Work History:
Horace Mann Insurance Co. Springfield, IL
Field Licensing Administrator - 1/2007 to 1/2010
Horace Mann is a national insurance company with agents in 49 of 50 states. In this position my duties were to monitor,
interpret, develop, deploy and enforce state licensing rules and regulations in relation to all licensed individuals employed or
engaged by Horace Mann Service Corporation and ensure that licensing business practices, procedures and policies were in
compliance with each state’s specific laws and regulations as well as the company’s policies. I worked closely with
management and the corporate law department in identifying and communicating newly established regulations as well as
proposed regulations that may affect the Marketing Division, and agents in the field. I worked with the other unit members,
Director Agency Services, and the field management team to design and implement the necessary practices, procedures
processes in adhering to the law and/or regulation, company policies and Code of Ethical Market Conduct. I submitted,
reviewed and approved background checks for potential hires and their licensed staff, continued with my previous duties as a
Licensed Representative assisting in the day-to-day activities of licensing and company appointments activities, and
maintenance of the business entity license for Horace Mann Service Corporation, with my assigned states increasing from 11 to
23. In December of 2009 Horace Mann made the decision to outsource all licensing functions and my position was eliminated.
Horace Mann Insurance Co. Springfield, IL
Licensing Representative - 4/2004 to 1/2007
As a Licensing Representative, working with four others I was assigned to 11 specific states; but assisted with all states as
needed. Responsibilities included the monitoring of all licenses and company appointments for agents and field management
ensuring full compliance and renewal prior to any expiration deadline. I monitored the license status of all potential hires to
ensure licensing was established prior to hire, and completed company appointments to allow the sale of products after hire. I
preformed required data entry into the licensing system as needed ensuring it was current at all times. I reimbursed approved
licensing fees, and communicated with all levels of home office and field management, state insurance departments and agents
via phone, mail and/or email to research and resolve daily licensing issues, answer questions and complete day-to-day licensing
functions. In this position I continued to perform all Business Allowance Program duties until another unit absorbed the
program. This position was redefined and became Field Licensing Administrator when responsibilities increased in January
2007.
Horace Mann Insurance Co. Springfield, IL
Agent Program Coordinator - 10/2001 to 4/2004
As coordinator I was responsible for the administration of the OMEGA Program; the program was designed to followed agents
throughout their careers as they trained and grew, it recognized their achievements with awards, bonuses, trips and promotions
as agents advanced through various levels. I assisted in the research of agent performance monitoring, completed data entry and
maintained documentation used in the generation of all OMEGA and other performance monitoring reports. I sent employment
kits out to field management for potential hires monthly and processed incoming kits, confirming information and distributing
documents throughout the home office prior to a set deadline. I worked with the Finance Unit to revise a current “Business
Allowance Program”, that reimbursed agents for approved expenses, with establish clear and consistent guidelines for the
agent’s understanding and better protected the company. I monitored the expenses and inventory of award items and general
unit supplies, ordering supplies as needed. Preformed general clerical duties and managed the unit phones. I was promoted to
Licensing Representative in April 2004.
Lanter Delivery Service Springfield, IL
Administrative Office Assistant - 8/1999 to 10/2001
In this position I worked with a Branch Manager monitoring all driver’s daily route information, noting issues when time
sensitive deliveries were not made. Information was logged on a daily bases and weekly and monthly reports were sent to the
home office. All route sheets were collected in the branch and faxed in to the home office, and the originals stored. I kept
supply inventory for the branch ordering and shipping to locations as needed. I used a company workstation with PC with
Internet for research, and used Microsoft Excel, and Word products. General clerical duties included filing, typing letters and
memos, faxing, email and phone management.
Education:
Madison Area Technical College in Madison, WI.
Associates in Arts - Visual Communications
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