Customer Service Insurance

Ryan M. Boover

603-***-**** aczeye@r.postjobfree.com

PROFESSIONAL SUMMARY:

An internally driven professional with 5+ years experience in the financial insurance field as a benefits analyst. Comfortable working in a fast paced environment with hard deadlines. Adept at breaking down complex processes and providing insight for internal and external shareholders.

EDUCATION:

University of Southern New Hampshire, Manchester, NH Anticipated Mar 2017

Masters in Business Administration

The University of Tampa, Tampa, FL May 2009

Bachelor of Arts in Psychology

Minor in Government and World Affairs

WORK EXPERIENCE:

John Hancock, Portsmouth, NH August 2011 – Present

Benefits Analyst

Oversees multiple projects for process improvement. Projects included restructuring an entire block of business that automated 70% of the remaining work items.

Leading leading cross company meetings for process improvement, and monthly file reconciliation. The largest of which reduced the monthly work load by 80%.

Act as the subject matter expert for an entire block of business, led training sessions to uptrain the entire department.

Senior Benefits Technician

Generates quotes and processes retirements for pension plans within John Hancock’s Fixed Product Division. Providing a lifetime income stream for recently retired employees across the United States

Consistently meets expected metrics of production (100%) and quality (95%)

Takes ownership of high priority contracts. These contracts require a level of relationship management, advanced processing expertise, and prompt turnaround time

Senior Customer Service Specialist

Assisted in training new representatives and became a go to resource for people throughout the department

Produced reference sheets and sent out daily update emails with helpful information to all of the representatives

Customer Service Specialist

Received inbound calls from financial advisers and provided in depth assistance with fund breakdowns, processing withdrawals, and commissions information

Was assigned to priority lines after consistently meeting performance expectations

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