Life Insurance Manager

DUANE NELSON

**** * ****** *** ****, AZ ***** · 602-***-****

*****.*********@*****.*** · https://www.linkedin.com/in/duane-nelson-13300b19a

Results-oriented Customer Service Professional effective at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Multitasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated customer service and life insurance expertise.

EXPERIENCE

10/2013-11/2019

CONTACT CENTER MANAGER, LINCOLN HERITAGE LIFE INSURANCE COMPANY

Delegated daily tasks to over 65 employees to provide development opportunities

• Worked as part of a management team in a high-volume service contact center

• Created the company's successful retention program

• Analyzed Tableau for possible uses within the company

• Reviewed resumes and conducted interviews to find associates that fit the culture of the contact center

• Experience reading and interpreting Predictive Index reports

• Help create department call metrics and call review score sheets

• Held associates accountable for metrics and department goals

• Trained and coached associates daily

• Performed payroll responsibilities every 2 weeks by correcting any variances and scheduling conflicts Set company improvement goals each year

• Handled escalated calls and found amicable solutions to clients' problems

• Reviewed each of my direct reports on a quarterly and annual basis

• Attended multiple ICMI conferences to extend my knowledge of the service industry

• Traveled to meet with large groups of agents in the field, encouraging their efforts and providing answers to any and all service-related questions

• Took part in setting company goals annually

• Instituted a companywide knowledge sharing program

07/2011 – 10/2013

DOCUMENT PROCESSING MANAGER, LINCOLN HERITAGE LIFE INSURANCE COMPANY

• Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth

• Gained extensive knowledge of all products service by the company and helped ensure all provisions were followed when processing changes

• Trained a group of 8 associates to have the necessary skills to follow procedures and guidelines while maintaining the department standards of processing time

04/2003-07/2011

DOCUMENT PROCESSING MANAGER, LINCOLN HERITAGE LIFE INSURANCE COMPANY

• Maintained document control system including work instructions, procedures and associated databases

• Processed all requests received with in 5 business days

• Maintained returned premium payments with in 1 business day

• Gained extensive knowledge of state regulations and policy provisions

• Handled monthly change reports

• Help create new forms to be submitted for approval by the compliance department

03/2000-04/2003

LEADS ASSOCIATE, LINCOLN HERITAGE LIFE INSURANCE COMPANY

• Worked with vendors to have lead pieces mailed in areas of need

• Worked with newspapers nationally to have lead pieces inserted

• Had direct contact with agents requesting leads and arranging payments

• Reviewed balances and production for agents to set limitations for lead financing

• Data entry

• Handled incoming recruiting calls from potential new agents throughout the country

08/1999-03/2000

NEW BUSINESS ASSOCIATE, LINCOLN HERITAGE LIFE INSURANCE COMPANY

• Keyed new applications from agents

• Made sure agents we paid commissions for any qualifying applications

• Balanced premiums received at the end of each shift

EDUCATION

07/1995

GED, DOBSON HIGH SCHOOL

SKILLS

Operations management

Strategic planning

Staff management

Business Administration

Staff training and development

Motivated team player

Customer-oriented

Computer literate

Active listening skills

Team building expertise

Insurance policy review

Strong interpersonal skills

MS Office Suite Proficient

People-oriented

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