Kristine Schreindorfer

Glastonbury, CT ***** 860-***-**** ad4lf1@r.postjobfree.com linkedin.com/in/kristine-schreindorfer

CUSTOMER SERVICE MANAGER

Innovative, customer-centric, and accomplished professional with experience in leading teams to achieve and provide best-in-class customer service levels and advance business operations. Outstanding communication and organization skills. Recognized for developing, inspiring, and empowering customer support teams to excellence by ensuring client needs are understood, addressed, and met.

AREAS OF EFFECTIVENESS

Functional Expertise

People Management Training Coaching & Mentoring Collaborating with Teams Customer Relationship Management Client Experience Contact Center Management Technical Process Management

Technical Proficiencies

Systems: AWD Life Writer Agency Works Tele-App Microsoft: Excel Word PowerPoint

PROFESSIONAL EXPERIENCE

LINCOLN FINANCIAL GROUP, Hartford, CT March 2013 – January 2024

Manager, Tele-App & PHI Teams, May 2017 - Present

Delegated work to respective team members to ensure work is processed within the established customer service level agreement timeframes. Managed employee teams by coaching and mentoring through monthly one-on-ones and quarterly to discuss performance and goal setting towards individual development plans, ensuring all policies and performance standards are upheld through crucial conversations and corrective counseling.

Implemented a change process reducing customer complaints on case statuses for the Allstate Term process.

Created and implemented a standard operating procedure for processing older age Money Guard product applications for the larger EMST project.

Led efforts on submitting business work requests to the internal IT team for the e-interview ultimately enhancing the customer experience and reduce complaints on the online application process.

Assumed the lead role on the Harmonization project by creating a standard process for all three Tele-App teams to provide a seamless and consistent customer experience.

Tele-App Specialist, March 2013 - May 2017

Conducted confidential and in-depth phone interviews with insurance applicants.

Maintained strong and open communication between clients, producers, underwriters, and new business case managers ensuring smooth transition from application to final placement.

ING, Windsor, CT October 2012 - March 2013

Annuity Customer Service Representative

Partnered with agents, brokers, and clients to deliver a seamless customer experience. Processed reallocations and withdrawal of funds within the activate annuity products. Informed agents, brokers, producers, and clients of how annuity riders within their policies worked.

LINCOLN FINANCIAL GROUP, Hartford, CT May 2005 - September 2012

Manager, Tele-App, November 2010 - September 2012

Audited staff files and phone calls monthly per quality standards. Conducted monthly meetings with team members.

Tele-App Specialist, May 2005 - November 2010

Designated as the lead Tele-App case manager for high-profile Merril Lynch Firm. Ordered exams, APS’s, and inspection reports according to age and application amount.

EDUCATION

Business Management Studies, Attended equivalent of 1 year’s coursework

Manchester Community College, Manchester, CT

LICENSES & PROFESSIONAL DESIGNATIONS

Series 6 Registered Representative CT & FL Producer License

LOMA Designations: FMLI ALMI ACS AIRC ARA FSRI ASRI

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