Highly accomplished and results-oriented professional with over three decades of experience in the insurance industry. Proven track record of driving profitability, enhancing performance, and delivering exceptional customer service. Adept at adapting to change, developing innovative strategies, and fostering strong client relationships through effective communication and leadership. Known for quick learning, embracing challenges, and consistently achieving outstanding results in productivity, quality, service, and profits.

AREAS OF EXPERTISE

Project Management

Training and Development

Client Relationship Management

Leadership and Team Building

Strategic Planning

Communication and Presentations

Quality Assurance

Vendor Management

Problem Solving

Six Sigma Methodology

Microsoft Office Suite

ACCOMPLISHMENTS

Three decades of experience in insurance (Health and Mortgage).

Six Sigma Greenbelt Certification (2012).

Expert trainer for various Microsoft software products.

Peer Coach for Client Services Team Members.

Certified Developmental Dimensions International Trainer.

Successful implementation of client installations.

Proactive coordination of new client initiatives.

Licensed Insurance Producer in Life, Health & Accident (SC, NC & GA).

PROFESSIONAL EXPERIENCE

American Income Life - Globe Life

General Agent

July 2023 - Present

Develop training materials for new agents.

Manage daily production of agents and prepare sales reports.

Provide field training to new trainees.

Assurant Specialty Property

Senior Client Relations Manager - LPI

2012 - 2023

Identify project requirements and develop solutions for clients.

Manage high-profile client relationships and facilitate meetings.

Lead client installations and handle customer escalations.

Client Services Analyst; Operations Analyst IV

2007 - 2012

Manage multiple clients and serve as a liaison between clients and internal teams.

Lead new client installations and prepare reports.

Training Manager

2005 - 2007

Evaluate instructor performance and develop training programs.

Analyze training needs and implement staff development initiatives.

Exceptions Processing Manager

2003 - 2005

Lead and mentor a team of associates in exception handling processes.

Monitor team performance and maintain service levels.

Blue Cross/Blue Shield of South Carolina - TRICARE For Life/ PGBA

Quality Assurance Manager

1999 - 2003

Implement company quality standards and analyze data for improvement.

Train and motivate employees to meet quality standards.

Corporate Trainer

1996 - 1999

Develop and deliver comprehensive training programs.

Collaborate with subject matter experts to ensure training content accuracy.

Special Project Coordinator III

1993 - 1996

Coordinate complex projects and provide support to management.

Organize workflow and assist with special projects.

Service Center/Service Assistant V

1990 - 1993

Respond to customer inquiries and process claims adjustments.

Provide timely customer service via phone or in person.

Associate, Claims III

1989 - 1990

Review claims for accuracy and process benefit payments.

Washington Mutual

Escrow Analysis Processor - Part-Time

1993 - 1994

Verify file accuracy and update payment information.

Key in payment updates based on analysis reports.

EDUCATION

University of Phoenix, Phoenix, AZ

Bachelor of Science in Business Administration - Management (Program of Study)

Coker College, Hartsville, SC

Bachelor of Science in Business Administration - Management (Program of Study)

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