Manager Insurance Agent
Resume:
MERCEDES PONCE
**********@*****.***
MIAMI, FL 33183
OBJECTIVE
I am looking for Administrative position where I could offer my 30+ years of work experience, learn new skills and be a big part of the success of the company.
SKILLS
Self-motivated, detail oriented, ability to multi-task, organized, effective strong interpersonal skills and analytical
.
EXPERIENCE
AIL – AMERICAN INCOME LIFE
02/20/2017 – PRESENT
LICENSED HEALTH AND LIFE INSURANCE AGENT – FLORIDA
AREA MANAGER/AT&T
2010 to 12/27/2016
Was very successful at managing the district attendance for several call centers, over 500 employees from different regions with different attendance guidelines; Benefits, Disabilities, Leave of Absence, FMLA and Job Accommodations. Overseeing 5 Attendance Managers and a clerical staff of 10.
Companywide had the highest score on attendance audits. I also performed attendance audits and ensure we were in compliance with ADA-The American Disability ACT, FMLA Federal Laws, AT&T Attendance Policy and local bargained agreements.
Triggered and administered discipline as required and followed up that the discipline was properly documented and removed when necessary.
Held training and workshops for call center managers and coaches for a better understanding on how the different aspects of attendance works.
Disability and FMLA fraud investigations. In the last years was able to identify fraud in working with asset protection and removed employee from payroll after findings.
Attended all company attendance manager meetings, forums and trainings offered to keep myself up to date with any changes or best practices that I could implement.
Implemented attendance recognition program and follow through monthly recognizing employees with luncheons and certificates.
Quality assurance; observed agent calls and provided feedback.
Worked with Human Resources, Labor and legal on terminations, investigations and EEOC charges.
Company representative for 2nd level grievance pane process and wrote briefs when no agreements reached. Through the years at the third level all the discipline was upheld through the information provided on the briefs.
Chaired quarterly Local Governance Partnership meetings.
New hire orientation and process I9’s.
PC and monitors inventory and roll out of new inventory.
Vendor Management 3500 employee headcount, profiles, terminations and systems issues.
Performed administrative duties and partner with other administrative staff across the organization and executive leadership team for mutual success; which included answering phones, resolving customer issues, reports, filling, and maintained employee files. Supported the 6 Center Sales Manager as their executive assistant. Worked closely with HR Generalist making sure that the centers where following all processes correctly.
My greatest success story for ‘2016; the company has attendance auditors come in to ensure we are following all company policies and federal laws around attendance and coding accuracy. To pass the audit you must score a 77% and I achieved the highest score the company has had with a 96% accuracy rate.
ATTENDANCE MANAGER/AT&T
2008-2010
Oversee Attendance for 2 call centers in Miami; Disability, LOA, audits, compliance and workshops. Monthly Attendance recognition luncheons. Managed job shadowing program.
OFFICE ASSISTANT/BELLSOUTH
2001-2008
Tracked and trended sales metrics and productivity for AVP group. IT support for staff and district. Coordinate district conferences, United Way and Pioneer events. Maintained office supply inventory.
Between 1995-2001 I left the company to pursue my husband career in Argentina living there for 1 years than in Puerto Rico for 2 years. Upon returning to the United States BellSouth reached out to me to return to the company through outside agency. Within the year, they were able to bring me back as a full-time employee we are accumulated 33+ years.
SKILLS
Building relationships and strategically collaborate across workgroups.
Excellent analytical and leadership skills, with excellent organization and prioritization abilities.
Highly successful with an improve track record of achieving improved results and exceeding targets.
Detail oriented, self-motivated, team player, able to multi task.
English and Spanish proficiency in verbal and writing communications.
Florida certified Health and Life Insurance Agent.
Fully proficient in Outlook, Microsoft Word, Excel, PowerPoint and type 50 wpm.
Ability to manage work of a confidential nature with discretion; regularly handles sensitive and confidential information.
Able to multi task.
EDUCATION
HIGH SCHOOL DIPLOMA
Miami Carol City Senior High – 1979
Dayton University – Non-certified
2013 – 2015 Theology, Lay Ministry of the Catholic Church.
02.16.2017 – Florida Certified Life and Health Insurance Agent 02-15
VOLUNTEER EXPERIENCE OR LEADERSHIP
The Spanish Charismatic Renewal – Area Director, managed 4 prayer groups in different churches from 2002 – 2016. Assistant to the head of 47 prayer groups in South Florida.
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