**** ***** ****

Hoover Al, *****

Phone 205-***-****

adse95@r.postjobfree.com

Andrea Frierson

Summary of qualifications

Detailed oriented

Employee Development/Training

Excellent written and oral communication skills

Excellent computer skills

Team Building

Ability to make independent decisions

Effectively communicates with business areas within the company

Implements new processes and procedures

Professional Experience

May 2017-Present Protective Life Insurance

Manager

Policy Revisions

Responsible for three sub teams (Submit, Issue, and Case Management)

Responsible for monitoring the ACD phone line for Policy Revisions

Responsible for the Monthly Ops reporting and Staffing Model Reports

Develop, and motivates team members to do the work required to meet established productivity and quality standards

Drives and Promotes continual process improvement

Participates in the process of recruiting, selection, salary and incentive review, promotional decisions

Coordinates key staff functions with other team members and resources to ensure work requirements and department work unit needs are met

Establishes relationships and drives communications to facilitate open dialogue and trust

Makes key decisions by thinking clearly and logically, probing to find the key issue and by exercising good judgement

Establishes one on one meeting with employees

Provide growth opportunities to employees by ongoing learning and development

August 2014-May 2017 Protective Life Insurance

Training Coordinator II

Policy Revisions

Responsible for New Employee Onboarding

Designs Training Modules for all teams and functions; including Conceptual Training Material, Product Training, and Illustration Training

Conducts One-the-Job and Classroom Training

Manages Quality Audit Program

Manages Employee Checking Program (Employees Learning New Skills)

Assist Manager in completing 30,60,90 Day Employees Reviews

Manages and Maintains Skill Inventory List

Conducts and Maintains Needs Assessments

Creates and facilitates training for Acquisitions

Manages Policy Revisions Knowledge Management

October 2010- August 2014 Protective Life Insurance

Training Coordinator I

Shared Services

Provide product/system training to new and existing employees

Work with Project Managers, Department Managers, Business Analysts, Operational Analysts and Business Units on new Technology/Acquisitions within the Company

Provide AAAD phone training to Business Units within Protective Life

Responsible for creating job aids and documenting training materials for Call Center Manual

Performs quality audits for existing and new employees

Provide refresher training to employees Perform skill assessments for employees

2007- 2010 Protective Life Insurance

Customer Service Associate III

Insurance Administration

Trained new employees on processes and procedures

Processed daily cash deposits and payments

Processed bank draft set ups, stop payments

Serviced customers on complex banking transactions

Responsible for researching bank errors

Reconciled customer complaints

October 2008-March 2010 Protective Life Insurance

Client Service Analyst II

Policy Holder Services

Answered front line calls from customers, brokers and agents

Processed policy loans

Trained new employees on systems and products

October 2004-October 2008 Protective Life Insurance

Customer Service Associate III

Policy Holder Services

Processed daily cash deposits and payments

Processed bank draft set ups, stop payments

Processed transfers and allocations for Variable Life policies

Processed all administrative requests for Variable Life policies

November 1998-October 2004 Protective Life Insurance

Customer Service Associate I

Acquisitions Administration

Provided training to new employees

Answered front line calls from customers, brokers and agents

Assisted with the monitoring calls for quality assurance

Processed service team transactions as needed

Education

Dialed In (Certification)- May, 2011

Protective Life

MBA (Masters of Business Administration)- April, 2010

University of Phoenix

MHR (Masters of Human Resources)-August, 2006

University of Phoenix

Loma Level 1- November 2002

Protective Life

Bachelor Of Science- Sociology/Psychology

May, 1997

Stillman College

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