Call Center Life Insurance

Michele Ortiz

Littleton, CO, 720-***-****, **************@*****.***

Application analyst and call center supervisor with over 10 years of experience in the life insurance industry. Proven ability to manage team and streamline processes and provide excellent customer service. Expertise in application processing, call center operations and team leadership. Demonstrated success in training new hires, improving team metrics, and handling client escalations. Achieved an 89% on call rate as application analyst. Seeking a virtual work-from-home position to leverage skills and contribute to a dynamic organization.

WORK EXPERIENCE

11/2023 – 08/2024 - Application Analyst, Crump Life Insurance Services

Collaborated with clients to schedule interviews for application completion.

Achieved an 89% call rate.

Engaged with clients to finalize e-applications and long-form applications.

Acquired necessary medical histories when required.

Facilitated e-signatures by emailing applications to clients for DocuSign

completion.

Followed up with clients to gather requisite documents for transmitting the

application to the life insurance carrier, initiating the underwriting process.

Coordinated with advisors and internal sales strategists to clarify additional

case information.

09/2016 – 08/2022 - Supervisor - Call Center & Application Specialist, Crump Life Insurance Services

Oversaw a team of 8-12 direct reports.

Analyzed call center operations by reviewing daily reports on received and

rejected calls; evaluated call quality to ensure compliance with standards

and provided targeted training.

Conducted interviews for new hires and facilitated onboarding processes,

including IT and phone equipment setup, application processing, and email

configuration.

Documented disciplinary actions in Workday, engaging in discussions with

direct reports regarding verbal and written warnings and terminations.

Delivered training to new hires on application and examination processes

while updating existing staff on procedural changes.

Implemented process enhancements to optimize workflows.

Managed escalated issues from clients, advisors, case managers, and

department directors.

Monitored team metrics to ensure compliance with Service Level

Agreements (SLA).

Conducted bi-weekly team meetings and monthly individual performance

reviews via Webex.

Evaluated quarterly merit bonuses and conducted mid-year and annual

performance appraisals, determining annual merit raises.

10/2011 – 09/2016 - Application Specialist, Crump Life Insurance Services

Retrieved state-specific applications and carrier forms using iPipeline.

Managed term and permanent insurance plans, facilitating both personal

and business applications (Buy-Sell and Key Man).

Conducted telephone interviews with clients to gather required information

for the applications, as well as Part 2 if necessary.

Ensured that pending cases were processed within SLA guidelines.

Coordinated medical exams through third-party vendors.

Followed up with clients on outstanding requirements which included

completing telephone interviews, medical exams, and signing applications.

Downloaded exams, lab slips, and signed applications from exam vendors to ensure all documentation was complete.

Handled incoming calls to the call center's 800 number from clients and advisors.

EDUCATION

Bear Creek High School

Western State College

Metropolitan State College

SKILLS - Microsoft Office Word, Microsoft Teams, DocuSign, iPipeline, Webex

Excellent written communication Verbal communication

Problem solving Customer Service

Adaptability Remote Work Skills

Fast Learner

Teamwork

Good Work Ethic

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