1. Shamia Burroughs-Kennedy
393 White Gables Rd.
Columbia, SC 29229
Cell: (727) 483-4455
Email: Shamia.kennedy@yahoo.com
Objective To utilize my account management experience to excel and grow in the insurance industry.
Education
Johnson & Wales University Charlotte, NC
Bachelors of Science, Sport/Entertainment/Event Management Candidate, May, 2008
Concentration: Food and Beverage
Work
Experience
4/15- Present Aflac Group Insurance Columbia, SC
Account Manager 3 (Large Account Services)
 Oversees and represents Aflac Group Insurance as account contact to clients and field force
representatives; acts as a liaison coordinating activities with various internal departments and
the account (customer) to ensure effective and efficient implementation and administrative
setup of large accounts as it relates to the data upload.
 Ensures requirements for initial account setup and re-enrollment activities are met; consults the
field force onsite on account requirements; travels on demand to work with clients and to
establish rapport; maintains constant communication with field force to ensure proper
management of accounts; communicates with clients to ensure satisfaction and troubleshoot
problems.
 Ensure develops, updates, and maintains account profiles, including Product Offering,
Servicing, Account Setup, Enrollment, and other pertinent data for effective and efficient
account management.
 Analyzes special problems and/or concerns from large, critical, and/or multi-location accounts
to develop and coordinate resolutions; develops and coordinates plans for administrative
servicing of large accounts in the account setup/enrollment phase, and monitors ongoing
service levels within Aflac Group Insurance in a project management architecture; provides
central coordination of ongoing administrative services with other divisions and field force to
ensure account issues are resolved promptly to customer’s satisfaction; coordinates
implementation of technology with internal and external customers to facilitate data exchange.
 Analyzes and completes reports related to payroll account activity to identify trends and
document process improvements; maintains a database repository of service efforts and
results; ensures that payroll account complaints are resolved and routinely monitors account
satisfaction; makes independent decisions regarding the best solution to conserve business
and implements the appropriate activity; periodically contacts payroll accounts to ensure
service objectives have been met; conducts proactive payroll account audits to address
possible issues before problems occur; coordinates or performs payroll account and/or policy
maintenance as necessary to ensure prompt and efficient service; facilitates meetings or
conference calls with middle and/or upper management payroll concerning account status or
service objectives.
 Develops and monitors the testing of new ideas to increase service efficiency and persistency
initiatives; gathers, organizes, and prepares data for monthly operational control report and
completes analytical reports for executive management; conducts/facilitates presentations to
current and prospective large and/or payroll accounts; visits accounts as necessary to resolve
service issues or secure business relationship.
 Assists in formulating a budget for account area and then operates within authorized budget;
produces tracking reports for accounts; works on any other special projects.
 Assists with the development and implementation of approved plans to support the
achievement of department such as ROP’s-Enrollment/ Re-enrollment reach outs-Brochures-
Missing Applications/ Enrollment files-Billing calls for different territories-Scheduling all calls for
ROP’s.
 Helped complete division goals during enrollment by participating on projects and services to
support and improve existing processes.
 Awarded the CCA Behavior Reinforcement Plan and two other incentives for helping services
teams within the Client Service department to ensure that quality and production goals are met.

2. 05/12- 4/15
06/11- 05/12
Aflac Group Insurance Columbia, SC
Account Manager 1
 Annual Premium 3.6 million and managing 217 groups daily.
 Getting elected in the Client Relation Departments paper (Stay in the Loop) for a month with
having three states TX, NE, IN paid current with a 99%.
 Analyzes special problems and/or concerns from large, critical, and/or multi-location accounts
to develop and coordinate resolutions; develops and coordinates plans for administrative
servicing of large accounts in the account setup/enrollment phase.
 Monitors ongoing service levels within Aflac Group Insurance in a project management
architecture and provides central coordination of ongoing administrative services with other
divisions.
 Field force to ensure account issues are resolved promptly to customer’s satisfaction;
coordinates implementation of technology with internal and external customers to facilitate data
exchange Provides central coordination of ongoing administrative services with other divisions
and field force to ensure account issues are resolved promptly to customer’s satisfaction within
24 or less. Liaison between internal and external customers.
 Monitor and prioritize Audits.
 Received Recognition as Top Performer in Account Management by being in the 98 – 99
percentiles for Paid-To-Dates as an Account Manager 1.
 Assist Client Relation Supervisors accomplish department goals such as revamping out
Training Manual, Putting Cases into CRM data base, Sending AFS for NY, and Helping the
Financial department with researching premium.
 Gathers, organizes, and prepares data for monthly operational control report.
 Using established underwriting criteria and rating methodologies, analyzes risk and financial
data to underwrite new business opportunities for smaller or less complex group cases.
 Coordinates with other departments to ensure the accuracy and consistency of account
reporting; participates in data analysis and reporting projects; assists with case studies and
product line review.
 Develops and monitors the testing of new ideas to increase service efficiency and persistency
initiatives; completes analytical reports for executive management; conducts/facilitates
presentations to current and prospective large and/or payroll accounts; visits accounts as
necessary to resolve service issues or secure business relationship.
Krispy Kreme Doughnuts Columbia, SC
Manager
 Build a team of customer-focused employees through coaching and measurement.
 Handle difficult customer situations professionally and handle any customer complaints/
concerns.
 Ensure all products meet Krispy Kreme quality standards.
 Direct and manage store sales efforts, which include Hot Light times, DSD promotions, retail
sales, fundraising, and up-selling and route sales.
 Work with the General Manager to achieve business plan objectives and profitability as set
forth in the store operating plan and in the established financial goals.
 Coordinate production schedules to meet customer demands and minimize labor hours
 Maintain a high level of store sanitation and cleanliness in the store.
 Assist the General Manager in recruiting, hiring, training, and dispute resolution.
 Implement efficiently and effectively directives from store, corporate, and divisional
management.
 Process weekly inventory every week to have product within the store and count end of month
inventory for the store.
Computer
Skills
Microsoft Office (Word, PowerPoint, Excel, FrontPage), Corel Office (WordPerfect, Presentation),
E-mail, Internet, CRM system