Customer Service Quality Assurance
Resume:
BRENDA DEAS
Florence, South Carolina 29501
**********@*****.***
BRENDA DEAS
Florence, South Carolina 29501
**********@*****.***
BUSINESS PROFILE
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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