Sales Customer Service
Resume:
Tony R. Nelson
Bolingbrook, IL 60490
**********@*********.***
SUMMARY
A Customer Service and Management professional who combines excellent
problem solving and communication skills along with a superior customer
service reputation. Proven ability to sustain strong client relationships
and develop reliable rapport. Detail-oriented and practiced in multi-task
management. A leader that has shown the ability to direct a staff of
individuals to higher production levels.
BUSINESS EXPERIENCE
PRINCIPAL FINANCIAL GROUP
Lombard IL 2005 - Current
Assistant Manager 2008 - Current
Provided leadership and direction to service and sales support staff to
maximize individual contributions to achieve desired business results.
Maximized staff flexibility to provide backup in each position. This
included performing the work itself if necessary.
Shared backup plans with sales partners. Manage daily workflow to ensure
work is completed in a timely manner.
Identified and addressed performance issues.
Performance reviews and compensation actions conducted and results entered
into ePerformance Management system by due dates.
Effective working relationship with CSD, sales leader(s) and home office
contacts.
Regular coaching and development conversations with direct reports.
Worked along side CSD to develop a plan to increase EOS results from a
local and corporate perspective.
Internal Sales Specialist 2005 - 2008
Provide timely, accurate, competitive/strategy quotes for sales rep.
Scrub for good case
Scrub for sales programs (ex: white collar, 2-299, Target discounts)
MPD eligibility
Sales adjustment eligibility
Scrub voluntary information (ex: % enrolled, grandfathering issues)
Create the Underwriting story
Responsible for bringing underwriting changes/announcements to team
(including what the story means)
Established relationships with brokers: figured out who to go to for
information and create relationships with the individuals.
Focused on developing deep relationships with Underwriters
ASSURANT EMPLOYEE BENEFITS (formerly FORTIS BENEFITS)
Oakbrook Terrace IL 2003 - 2005
Account / Renewal Manager
Responsible for renewing and servicing group insurance contracts working
directly with Brokers and the Policy Holders. Renewing group contracts
include selling renewal increases and offering alternate options at renewal
time. Responsible for creating sales leads for sales representatives by
asking brokers and policy holders to add additional coverages with
Assurant. Responsible for monthly tracking cross sell leads, proactive
contacts and visits with brokers and policy holders. Office goal is an
overall block persistency of 85% or higher. Office had a persistency of 88%
in 2004.
LINCOLN NATIONAL LIFE Schaumburg, IL
1996 - 2003
Supervisor of Annuity New Business 1999 - 2003
Responsible for the selection, supervision, training and evaluation of
associates in the Annuity New Business Department. Responsible for
servicing major accounts throughout the US including but not limited to:
Bank One, Wachovia, Union Planters, Charter One & TCF.
. Hired and trained a staff of employees that doubled in size over a 6
month period.
. Guided a staff that normally processed 150 - 200 million in premium to
over 1 billion in premium for two consecutive years.
. Created multiple procedures that were previously not available increasing
efficiency.
. Balanced and reconciled more than 15 bank accounts across the country.
. Provided service and support to client institutions who operated in more
than 15 states maintaining strong client relationships.
Conservation Specialist 1997 - 1999
Responsible for attempting conservation of individual fixed annuity
contracts by telephone or letter when individual policy cancellation
requests were received.
. Conserved over $1 million in premium.
. Successfully offered alternate investment products to customer base.
. Conducted research clarifying why clients were cancelling contracts.
Telephone Service Representative 1996 - 1997
Provided sales support and service by telephone and written correspondence
to customer base that included individual policy owner's, sales force,
third party administrator's.
. Interpreted more than 50 varieties of company fixed annuity contracts
with respect to all inquiries from agents and clients. Increased client
satisfaction with products and assisted agents with closing new sales.
. Interpreted Individual Retirement Account (IRA) compliance rules and
regulations.
. Maintained a strong working knowledge regarding applicable tax issues,
i.e., 1099R and 5498 reporting.
PRUDENTIAL Willowbrook, IL 1995 - 1996
Financial Services Rep
Marketed and sold various financial products such as Life Insurance, Mutual
Funds, Annuities and Property Insurance.
WLS RADIO Chicago, IL 1994 - 1995
Producer / Board Operator
Produced daily FM talk show. Worked closely with talk show host on a daily
basis to research topics of discussion and acted as engineer during the
show.
EDUCATION
B.A.
University of St. Francis Joliet, IL
LICENSES / CERTIFICATES
. State of Illinois Insurance Agent.
Life, Health, P&C
. LOMA (Life Office Management Association) Courses
ACS Designation ( Associate of Customer Service)
Contact this candidate