1. MARY HUSBY
5824 SunsetRoad,Mound,MN 55364 | 952-472-4162Cell:612-597-5387| jsmlhus@yahoo.com
SUMMARY OF QUALIFICATIONS
Self-motivated Manager/Supervisorthatbringsmanagementexperienceand a willingnessto takeon
added responsibility to meet tightdeadlines. Accountablefor performanceand resultsof a teamof 10
lifecasemanagers,includingcustomer satisfaction,quality review,employeedevelopment,training
and goals. Collaborateswith intra-departmentleadersand businesspartnersto achievegoals. Pays
attention to detail,excellentcommunication skills and strongwork ethic.
KEY ACCOMPLISHMENTS
· Developed and maintained standard operating procedures for the team in order to have
consistency in process. Resulted in an improvement to Quality Review Standard of 82% to
98% accuracy.
· Improved the case metric results from 65 days to 55 days from application received to
commission released to customer.
· Monitored and improved the telephone call metric from 66% to 80% availability
· Conducted work independently with minimal supervisory direction and excelled in the ability to
work closely with others
· Directed, supervised and reviewed personnelwork performance
· Excelled in prioritizing multiple task in order to accomplish necessary deadlines
· Increased Excellence First Compliment Awards from customer for team by 4% in 2014 from
2013 by performance management on call etiquette and customer service process
PROFESSIONAL EXPERIENCE
July 2006-January 2015 Manager of Life Case Management, SBIA/Carroll Enterprise, Plymouth, MN
· Managed a team of 10 Life Case Managers which included training,
performance rating, promotions, and performance management
· Developed and maintained standard operating procedures for the agency along
with a quality review process and monitored to ensure consistency within each
position
· Monitored and reported key performance metrics to ensure service standards
were being accomplished and to provide additional training as needed
· Managed,updated and monitored projects that were assigned
· Created and implemented standard email templates used by team when
corresponding with customers
· Project Leader on the creation and implementation of the customer’s on-line
suitability process through ourinternal case management system

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· Monitored and improved the telephone call metric from a goal of 66% to 80%
availability
· Computer literate. Strong understanding ofMicrosoft office, internet and
email applications.
· Managed relationship with outside exam/medical records vendors
· Key person for customer problems/resolution
2005-2006 Manager of Life Case Management, Wachovia Life, Plymouth, MN
– division sold to SBIA
· See Above
1999-2005 Manager of Life Case Management, Prudential Life, Plymouth, MN
– division sold to Wachovia
· See Above
· Involved with building and implementing an internal general agency operation
unit to facilitate the sale of non-proprietary products to 5,000 captive agents
1979-1999 Sr. Client Service Representative, Aon Risk Services (A&A),Bloomington,MN
· Worked closely with Account Executive on assigned accounts
· Gathered and analyzed data on exposures, loss history and standard and unique
coverage needs for renewal submissions
· Created submission and assembled
· Responded to client questions
· Completed binders, policy reviews and endorsement changes
· Served as client liaison for certificates, automobile ID cards,location
additions, invoices, allocations, summaries of insurance
· Delegated work to support staff
· Demonstrated strong organization skills
· Knowledge of insurance coverages including general/product liability,
commercial automobile, workers’ compensation,property, time element and
umbrella
EDUCATION
Property & Casualty Licensed
CIC – Certified InsuranceCounselor
ACSR – Accredited CustomerServiceRepresentative
INS21 –Certificateof Insurance
Graduated fromOrono High School,LongLake,MN