The document provides a summary of an individual's career objective, employment history, accomplishments, and education. It shows that they have over 15 years of experience in customer service and insurance roles, with a focus on assisting, motivating, and supporting others. They have held leadership positions providing training, audits, and process improvements. Their education includes a bachelor's degree in psychology, philosophy, and broadcast/cable from Penn State University, as well as various insurance and customer service designations.

1. OBJECTIVE:
To work in an industry where I may use my variousskillsto assist, motivate, support, andempower
others.
EMPLOYMENT:
Transamerica Life andProtection
SIGNIFICANT ACCOMPLISHMENTS:
 Led audit team for semi-annualoff-site vendoraudit.
 15 time PlatinumClub member for sales.
 Traveled to sister call center in Plano, TX to cross-trainagentson new system.
 17 time STARS Award recipient nominatedby peers and/orleadership for exceptional
performance.
 Led and trained peers andmanagementon Medical Supplementdataentry lead project.
 Learning Zone Coachfor seven+ classes of new agentsand FloorSupportfor dozensof
tenured agents.
Business Analyst – April2013–current
 Performing auditsfor vendorsites bothforeign anddomestic
 Collaboratingwith internal and external BusinessPartners ona variety of projects
 Conductingweekly quality calibration calls and providecoaching bothverbal andwritten
 Evaluatingprocesses andprocedures, make recommendationsforimprovement, and
providecoaching
 CorrespondingwithLegal, Compliance, andprocessing departmentsfor the
disseminationof delicate information
Team Lead/LicensedAgent – June2008 –April 2013
 Member of Floor SupportTeamto handlecomplex questionsandresolveescalated
customerinquiries
 Member of CoachingTeam for newly hired employeesin the Learning Zone
 Licensed in all 50 states to sell life, accident, health, Medical Supplement, andPartD
insurance
State Farm
Senior Automotive Underwriter – March 2004 –December2007
 Acceptance, continuation, pricing, placement, andterminationof risk for all automobile
policies within the Central PennsylvaniaZone
 Analyzingand reviewing lines of businessfor developingrecommendationsandassisting
in achieving andmaintaininga profitable risk portfoliofor 18 agents
 Administeringprogramsand activities involvingunderwriting, pricing, andmarketing of
policies to agents andstaff members
 Maintainingan effective and efficient operation of Empowered Work Team consistingof
self andthree UnderwritingService Assistants
 Volunteer for the CatastropheCall Center for the Katrina, Rita, andWilma hurricane
disasters
The Franklin Mint
Senior Customer Service Representative–September1999–December2003

2.  Answering customerquestionsandresolving customerdisputesandcomplaintsvia
telephone, email, online chat, andletter
 Providingcountry-wideretail store support
 Assisting, supervising, andresolvingescalated customer inquiriesfor newly trained
CustomerService representatives
 Performing quality controlreviews andprovidingfeedback to CustomerService
representativesboth foreign and domestic
 Member of pilot groupfor new Quality Assurance Program
EDUCATION:
 Bachelor of Science – PennsylvaniaStateUniversity, 3.23 GPA(Psychology, Philosophy, and
BroadcastCable) 1999
 Completed ManagementDevelopmentCertificate program - completed eight required courses
throughouttwoyears.
 CompletedRed Belt ProcessImprovementProgram.
 Currently enrolled in the CustomerAdvocacy Program.
 Attended 10 NationalSeminarsTraining classes which encompassedcommunication, developing
people, feedback andconstructivecriticism, as well as Microsoft Office.
 CompletedLOMA ALMI (Associate, Life ManagementInstitute) insurancedesignation.
 CompletedLOMA ACS (Associate, CustomerService) insurancedesignation.