1. Mary Hall
Marietta, Georgia mary.hall50@gmail.com Cell: 678-634-4826
Summary
Leader of Customer Service and Sales Administration - Consistently achieved high customer satisfaction rankings,
improvements to the bottom line, and turnaround of underperforming operations. Managed 20 customer service
representatives in a call center environment. Established scripts and implemented methods to retain sales and improve
customer satisfaction. Managed multiple programs, administrative activity, and operational units. Supervised, evaluated, and
delegated duties to staff. Handled complaints and customer service in a professional and timely manner. Completed and
submitted corporate licensing to the department of state. Assisted with compliance regulations through various departments
of insurance.
Areas of Expertise
 Customer Service Management
 Compliance Review & Resolution
 Carrier Relations
 Analysis: Automatic Carrier Feeds
 System Feedback/Improvements
 Agency/Agent Appointments
 Customer Satisfaction Enhancement
 Commissions Reconciliation
 Complaint Management
 Licensing Management
 Call Center
 Compliance
 Microsoft Office Proficient
 Portal Management
 Account Management
 Call Quality Analyst
Professional Experience
Vimo Inc., DBA Getinsured – Atlanta, GA, 2008 - 2017
Dedicated Customer Service Manager/Administration Manager
GetInsured is an individual and group health insurance exchange platform used by state governments, benefits brokers, employers and insurers. The
company is based in Mountain View, CA and venture-backed by Bessemer Venture Partners and Trinity Ventures.
 Managed escalated Customer Service complaints/issues and maintained high satisfaction rate
 Built and maintained relationships with Insurance Carrier Partners, such as Aetna, Humana, United Healthcare, and
Anthem, to ensure proper status tracking for brokerage book of business
 Played a vital role through company transition from Premier Financial Group to Getinsured, ensuring successful
integration of a technology company into the insurance industry with recommendations based on experience
 Developed an online Customer Service Portal to intake ticket requests, which routed tickets to the appropriate
department or delivered auto-response email to consumers for the most frequently asked questions.
 Acted as a “player-coach” leading the growth of Customer Service and the utilization of an online customer service system
to track inquiries to closure and drive reduction of inbound call volume and abandonment rate.
 Supported the integration effort between an internal CRM and external carriers systems to offer real-time (or near real-
time) visibility into the status of all members resulting in a significant reduction in staffing requirements.
 Developed and managed internal and external email and system alerts, triggered based on changes in the policy status of
a customer, which increased response times to customers and improved customer retention.
 Monitored any errors occurring with data in transit between insurance carriers and CRM, and escalated to other teams
such as IT, Product, or Operations
 Led executives to build a system specific to industry. System allowed for easy business tracking and consumer
information. Drove consumer and carrier related information in the system based on personal expertise of the insurance
industry, leading to engineer implementation into internal CRM outside of the Customer Service Portal

2.  Created and managed an insurance licensing system that managed all aspects of agency and agent licensing, including
reporting for expiration/renewals, storage for PDF attachments
 Maintained the Vertafore system which improved efficiency for the company and ensured compliance with all state
Departments of Insurances
 Managed state affiliations and agency/agent appointment processes and established procedures to track all agent
appointments as the company entered the Medicare market
 Transitioned legacy compliance system to Bamboo HR as a tool to manage appointments allowing all appointment
paperwork to be electronically signed by agents and stored as an HR record. This eliminated paperwork and human error
 To accommodate operational seasonality introduced by the Annual Enrollment Periods for health and Medicare
insurance, transitioned sales agents into customer service roles as the company staffed down, creating easy to use scripts
and training to assist in the change
 Assisted Agency Registration with the Secretary of States
Premier Financial Group – Marietta, Georgia
Administration Manager, 2003 - 2008
Administrative Assistant/CustomerServiceRepresentative: 2002 - 2003
 Promoted to management after one year of employment
 Increased sales by managing and providing data to outside agents. Managed 25+ outside agents
 Doubled sales efficiency by automating brokerage operations, moving from paper-based/manual enrollments to
electronic/online enrollments
 Managed a 20-person Customer Service department with an emphasis on efficiency through the improvement of key
performance metrics such as average speed to issued resolution, agent talk time, and customer satisfaction score
 Developed scripts, guides and FAQs and trained customer service representatives to use internal and external systems to
ensure customer inquiries could be resolved with one-call