Manager Customer Service

Todd A. Dean

*** ****** ******

New Britain, CT *6053

860-***-****

Demonstrated Strengths: Highly organized professional with extensive

customer service experience and record growth and success handling complex

situations. Excellent numerical/analytical skills, coupled with an ability

to communicate effectively in customer - focused environments.

SUMMARY

. Eight years of increasingly important roles in an insurance organization.

. Proven track record in developing effective relationships with clients,

customers, and agents.

. Exceptional ability to optimize efficiency and quality through

development of strategic planning and

implementation of resolutions.

. Well balanced mix of communication, management, and training skills.

. Outstanding leadership talents; resulting in the building and leading

performance-driven teams.

CASE MANAGEMENT ADMINISTRATION EXPERIENCE

. Proactively managed the workflow of New Business life insurance

applications.

. Managed 100-150 ongoing cases with face amounts ranging from $50,000 -

$5,000,000.

. Communicated status information to agents, carriers, and applicants.

. Processed state compliance forms, applications, and issuance policies.

. Established strong relationships with BGA's as well as regional and sales

vice presidents and internal sales team.

. Issued new policies according to state and company regulations.

. Heavy telephone contact with customers and agents.

. Selected by Brokerage General Agents to be the sole liaison for

resolution of complex issues and cases requiring

immediate resolution.

. Trained Staff on policy issues and procedures resulting in, a

knowledgeable, strategically staffed

department.

. Proficient with MS Office programs and Excel.

COACHING and MENTORING EXPERIENCE

. Developed and organized offensive and defensive strategies.

. Developed Scouting reports.

. Monitor academic study halls for players.

. Implemented various teaching strategies.

. Lead Elms College to four consecutive NCAA tournament appearances (2004 -

2009)

EMPLOYMENT HISTORY

2007-2010 Account Manager Axa -

Equitable - Farmington, CT

2007- 2007 Case Manager The Phoenix . Hartford,

CT

2001-2007 Service Account Manager Travelers Life and

Annuity/ MetLife . Hartford, CT

1998- 2001 Government Record Supervisor Analysis & Technology, Inc. .

North Stonington, CT

2002-Present Assistant Coach Elms College . Chicopee, MA

1998-2002 Assistant Coach Eastern Connecticut State

University . Willimantic, CT

EDUCATION

Bachelor of Arts . Western Connecticut State University

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