Quality Assurance Call Center
Resume:
Michelle Frankki
Coon Rapids, MN *****
********.*******@*****.***
My goal is to be a member of a high performing team that creates and adds value to an organization in alignment with company goals and objectives.
Work Experience
Administrative Manager and Sr Sales Development Manager Outsource Consultants, LLC – St. Louis Park, MN
2020 to Present
Quality Assurance and Sales Support
• Oversee quality assurance within the administrative team that supports the sales executive
• Primary Resource
• Responsible for the overall financial performance of the Inside Sales Team
• Work closely with the Vice Preside of Sales to carry out the initiatives and missions set forth for the team
• Participate in staff recruiting, selection, orientation, and training
• Responsible for motivating and lead the team through the rigors of a challenging, yet fun, sales environment
• Provide a vision for laying out plans, both tactical and strategic for achieving and exceeding daily, weekly, monthly, and quarterly goals.
• Continue to be able to evaluate processes and determine areas where efficiencies can be improved
• Conduct internal training. Consistent coaching and recognition as an important aspect.
• Onboarding new employees with training tailored to their role and communication/learning style
• Draft Project Descriptions and prepare side-by-side analysis
• Draft Call Center Commission Agreements, Referral Partner Agreements, and Addendums
• Complete Sales related administrative work for the sales cycle such as tracking sales documents, staying up to date on Call Center Partner responses, and maintaining accurate CRM information with updates received from clients and partners Director of Operations / Associate Financial Advisor Northwestern Mutual - Minneapolis, MN
2012 to 2020
Series 6 and 63 License, Accident & Health, Life, Variable Life, and Variable Annuities Licensed Planning/Client Support
• Use proprietary software to prepare financial plans/analyses for client meetings
• Communicate with clients to obtain the necessary information to update their plan
• Prepare necessary paperwork to implement recommendations
• Use proprietary software to prepare advisory proposals
• Run and analyze performance reports in Envestnet, Morningstar, NMCIR, etc.
• Track future rollover opportunities
• Handle incoming service requests from clients regarding their accounts
• Proactively manage the advisor's calendar by scheduling new and existing client meetings Investment Management
• Proactively manage asset movement
• Monitor industry trends and research
• Ensure NMIS and NMWMC compliance requirements are implemented and followed Variable Relationship Specialist - Series 6 License Allianz Life Insurance of North America - Minneapolis, MN 2008 to 2012
• Conduct product training and procedures for the variable operations team and new sales representatives.
• Help with coaching for other representatives that are struggling to meet metrics.
• Conduct team meetings
• Handle accommodations and exceptions - review the request, gather the facts, consider the risks and impacts to the company, and then make decisions and recommendations on whether or not the accommodation should be made. In all cases, communicate the resolution back to the customer and educate them on the decision, our business rules, etc. Use a high level of authority when handling service situations and making non-routine exceptions that do not have a significant financial impact.
• Fix problems and handle service issues by working with the appropriate areas to coordinate action and get results. Research, gather information, and provide an objective perspective on cases/situations; make appropriate recommendations that are in line with the components of the case, the Allianz philosophy, and customer focus.
• Handle high-profile situations which may include large cases, things that are time sensitive, or business for top producers.
• Build and maintain strong relationships both internally and externally.
• Act as the point of contact for all service-related items representing Allianz for a specified region or district.
• Correspond and communicate in a timely and effective manner with internal and external customers.
• Facilitate special handling of business for high-profile cases and producers by working with Operations and other impacted departments (i.e., Legal, Compliance, or Strategic Accounts).
• Partner with Relationship Managers to ensure quality service to our customers.
• Distribution hands off any service-related items to the Ops Specialist to coordinate, resolve, and communicate. Handle those issues to Distribution can focus on sales rather than service.
• Handle service concerns passed on from Executive and Senior Leadership.
• Coordinate action to get results for the customer - work with all the appropriate areas to ensure the customer's needs are met and communicate back to all stakeholders including the customer on the resolution.
• Understand and follow steps to effectively problem solve while considering the parallel interests of the company, producer, and policyholder.
• Work with team members, other departments, or LOBs to mentor and help them through problem situations. Share the perspective of the field with Operations Client Services Specialist
• Assist in conducting and planning New Hire training, along with mentoring a New Hire Customer Service Representatives.
• Help with coaching for other representatives that are struggling to meet metrics.
• Provide assistance as a Subject Matter Expert on OPEX and other projects.
• Answer incoming calls for Variable Annuities from registered representatives and clients regarding products, policy provisions, and benefits, the status of new business applications, the status of transfers, policy values, loans, surrenders, claims, tax questions, and conduct trades on contracts.
• Answer incoming calls for Fixed Annuities from registered representatives regarding the status of new business applications, outstanding requirements, and status of transfers.
• Responsible for staying up to date on all product and company changes to provide the most accurate information to callers.
• Educate callers on the tax implications of surrendering policies.
• Demonstrate patience with both internal and external customers.
• Meet and exceed all department benchmarks: Average Handle Time, and Quality, Customer Service, Close Ratio, and VACCT tracking.
• Host ELG/SLG step-ins for the contact center.
• Conduct team meetings.
Paralegal
Sjoberg & Associates, P.A - Ham Lake, MN
2006 to 2007
• Appear on behalf of the firm for Conciliation Court Hearings.
• Drafting of Wills, Trusts, Powers of Attorney, Health Care Directives, and Amendments for our client’s life estates and remainder interests.
• Real Estate. Drafting Warranty Deeds and Quit Claim Deeds conveying interest to whom the property will be vested in and Purchase Agreements.
• Specialize in Probate administration for both informal and formal probate's completing Petitions, Orders, Inventory's and all general correspondence.
• Corporate. Drafting Articles of Incorporation, ByLaws, Minutes, Buy-Sell Agreements, Stock Purchase Agreements and Written Actions. Filing all necessary documents with the Secretary of State.
• Family Law. Drafting Marriage Termination Agreements, Judgment and Decrees, Notice of Motion, Discovery Requests, Temporary relief documents (Application, Notice of Motion and Motion, Temporary Orders) and QDRO's.
• Meeting with clients for closings or to retrieve information or aid them with questions. Legal Assistant
Randall, Goodrich & Fitzpatrick, P.L.C - Anoka, MN 2006 to 2006
• Drafting of Wills, Trusts, Powers of Attorney, Health Care Directives and Amendments for our clients life estates and remainder interests.
• Real Estate. Drafting Warranty Deeds and Quit Claim Deeds conveying interest to who the property will be vested in.
• Municipal work for city of Ramsey, East Bethel, Burns Township and Linwood by aiding in creating cases, resolutions and pleadings for condemnation actions.
• Drafting complaints for people that are in custody for gross misdemeanours and petty misdemeanours.
• Meeting with clients for execution of documents, to retrieve information or aid them with questions. Legal Assistant
Nelson Law Office - Brainerd, MN
2004 to 2006
• Responsible for payment of all billing invoices that include bills incurred from clients for publications, filing fees, recording fees from their trust accounts, and other varying office expenditures.
• Posting payments to corresponding accounts on a daily basis and deposits on a weekly basis.
• Use QuickBooks to reconcile our general business account, title account, trust account and escrow account to our banking statements.
• Responsible for all accounts payable and receivables via QuickBooks.
• Invoicing via Quickbooks by sending out itemized statements for the services completed and monthly statements showing remaining balances and past due balances for our clients.
• Specialize in Probate administration for both informal and formal probate's completing Petitions, Orders, Inventory’s, and all general correspondence.
• Drafting of Wills, Trusts, powers of Attorney, Health Care Directives and Amendments for our client's life estates and remainder interests.
• Filing of all Orders and Petitions for Guardianship and Conservatorship accounts.
• Real Estate. Drafting Warranty Deeds and Quit Claim Deeds conveying interest to who the property will be vested in and Purchase Agreements.
• Drafting for Commitments, Schedules and Premiums for Lender and Owner's policy for our clients who are acquiring title insurance from Old Republic National Title Insurance.
• Dictation
• Receptionist
Quality Control Manager/Compliance Auditor
OSI Collection Services, Inc - Roseville, MN
1998 to 2002
U.S. Department of Education Contract
• Conduct internal audits to ensure all procedures were followed according to our contract.
• Posting payments from debtors that came in the mail or via direct check over the phone.
• Final approval for closures on accounts that have either been paid or need to be written off.
• Internal/external documentation by composing manuals and procedures to remain in compliance with our clients.
• Third person for calls that is troublesome, irate debtors, or people disputing the validity of their debt.
• Search Bankruptcy listings for debtors that have filed Chapter 7, 11 and 13 to close their accounts.
• Helped people complete disability forms to have their loans written off due to having permanent and 100% disability.
• Managing personnel.
• Ensuring that all new employees had a complete handbook of procedures, and all necessary state and federal forms are completed.
• Monitor hours, sick and paid time off for employees by ADP Software.
• Mail in all hours incurred from employees to our main office for payroll. Education
Associate in Minnesota Continuing Legal Education
Minneapolis Business College/MN School of Business Skills
• Microsoft office suite (10+ years)
• Typing (10+ years)
• Problem solving
• Collections
• Outlook
• Call Center
• Microsoft Excel
Certifications and Licenses
Series 6
Present
Series 63
Present
Life and Health Insurance
Present
Long Term Care Insurance
Present
Software Developer
Present
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