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Click here or scroll down to respond to this candidateCandidate's Name
Jacksonville, FL PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLEOPERATIONS ACCOUNT ANALYSTRelationship-driven, analytical, solution-oriented professional with a proven track record of successfully taking ownership of all aspects of operations management activities to strengthen the customer/company relationship, capitalize on efficiency opportunities, deliver a seamless customer experience, and provide value-added solutions that resolve key business challenges. Proven operation account analyst skills, employing a solution-based, value-added, and consultative approach to client and internal requests, identifying, developing, and documenting strategic plans for efficient changes, and effectively communicating results. Able to lead with drive and vision while striving to move toward business goals and strategic priorities using a trust-based approach. Continually challenge, mentor, and inspire team members to meet or exceed their professional objectives. Core Competencies include:Strategic Planning & Execution Relationship/Partnership Building Management & Growth Mentor/Coach/Facilitator Communication Skills Strategic Operations Management Customer Service Excellence Project Documentation Customer Engagement Customer Retention Data-Driven Decision Making Analytical Problem Solver Team Leadership & Development Cross-Functional Collaboration Client Experience OptimizationPROFESSIONAL EXPERIENCENational General Lender Services (f/k/a QBE), Remote 2005 PresentA member of the Allstate family of companies, National General Lender Services (NGLS) is a leading provider of lender-placed insurance services and solutions.Operations Account Analyst, 2014 PresentCultivate and nurture productive, high-touch relationships with key clients to ensure value realization of their investments in NGLS services, provide a highly differentiated customer experience, capitalize on new business development opportunities, and drive sustained improvements in customer satisfaction.Coordinate, document, and present service requests for internal departments and client processes. Changes include assessing and evaluating regulatory compliance updates, identifying gaps, addressing findings and coordinating remediation efforts, and procedural, and IT system changes.Develop customized solutions and practices that guide the business unit and clients process.Worked with IT partners to implement required changes and complete postproduction validation to ensure accuracy.Ensembled post-production validation packets to deliver to the client.Managed state-approved changes to premium rate schedules for lender-placed insurance coverage.Coordinated with all business units to ensure all client changes are promptly communicated.Requested and audited all client access related to NGLS systems.Employ a solution-oriented approach to resolve key business challenges and deliver excellent client experience.Support ongoing projects and provide analytical support to all business units.Maintained an all-inclusive Lender Manual, documenting all aspects of the clients systems, processes, and requirements.Client Support Manager, 2009 2014Oversaw all the activities and performance of employees and supervisors. Built and maintained a strong relationship with all levels of the organization and clients. Interviewed internal and external applicants and provided training and support for new employees. Completed annual employee and supervisor reviews and calculated pay increases based on a budget.Managed all aspects of production within the team.Developed and set production and quality standards.Ensured employees have the resources to complete their work.Prepared and delivered management reports to upper management and clients.Worked with multiple clients to develop and implement processing changes.Candidate's Name PAGE TWOInterviewed, hired, and evaluated new employees.Accomplished organization goals set by upper management.Met with clients regularly to provide updates, discuss efficiency opportunities, and resolve any concerns.Client Support Supervisor, 2005 2009Supervised associates to ensure processing expectations were met. Maintained workflow by monitoring and upgrading processes, observing control points, and quality. Worked directly with multiple clients on escalated loan level issues. Assisted with side-by-side training for new hires and new procedures.Completed workflow assignments and monitored service levels.Maintained quality service by enforcing production standard and quality objectives.Responded to clients loan level escalation.Prepared and approved work schedules.Completed team quality audits to ensure standards were followed.Completed coaching for quality and production issues.ADDITIONAL PROFESSIONAL EXPERIENCEZC Sterling Insurance AgencyClient Support AssociateCustomer Service AssociateEDUCATIONHigh School Diploma |
