KELLY MCGINNIS
Croydon,Australia
Summary
Adaptable professional with 6 years of experience in insurance and 10 years retail experience. Able to stay motivated and productive through difficulty. Dedicated to communicate clearly with teammates and clients, and adjustable to changing circumstances.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
NobleOak Life Insurance
04.2023 - Current
- Enhanced customer satisfaction by streamlining support processes.
- Increased team productivity and grade of service standards by providing ongoing support.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
Customer Care Officer
Momentum Life
06.2022 - 04.2023
- Responsible for delivery of excellent customer service to all customers, answering all questions and inquiries about company’s funeral and life insurance policies quickly and accurately
- Answering the phones and all inbound calls in order to assist customers or to transfer them to the necessary sales team member, along with making outbound calls to existing customers when they express need for assistance
- Processing customer accounts including all renewals, cancellations, increases, decreases, or changes to personal information
- Dealing with any difficult customer situations or complaints in a calm and professional manner
- Completing daily assigned activities in custom company software system to ensure all policies are up to date and accurate
Underwriting Assistant
Munich Re Specialty Group N.A.
09.2019 - 01.2022
- Evaluate applications for applications, gather claim information from systems, and perform pre-underwriting requirements including preparation of proposals in accordance with underwriting guidelines/procedures
- Acknowledge bind orders on all renewal business within prescribed timeframes
- Understand and follow the policies, procedures, and business processes as defined on our Intranet or as provided by my manager/underwriters
- Accurately clear new business submissions in a timely manner with attention to detail
- Prepare policies and endorsements for underwriter review as well as processing endorsements within the systems with little or no supervision within 30 days in accordance with underwriting guidelines
- Troubleshoot booking and accounting issues or discrepancies
- Ability to handle multiple tasks and priorities
- Strong analytical skills and ability to make decisions, problem solve and think on my feet
- Participate in special projects as needed
- Train new underwriting assistants, work with several different departments such as accounting, HR, and claims on a daily basis.
Customer Service Representative
Roanoke Insurance Group
02.2018 - 09.2019
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Education
B.A. Applied Psychology -
ST EDWARDS UNIVERSITY
Austin, TX05.2015
Skills
- Microsoft Outlook, Word, Excel, and PowerPoint
- Time Management
- Quality Assurance
- Workflow Management
- Records Maintenance
- Client Relationship Management
- Team Collaboration
- Task Prioritization
References
Available upon request
Timeline
Customer Service Manager
NobleOak Life Insurance
04.2023 - Current
Customer Care Officer
Momentum Life
06.2022 - 04.2023
Underwriting Assistant
Munich Re Specialty Group N.A.
09.2019 - 01.2022
Customer Service Representative
Roanoke Insurance Group
02.2018 - 09.2019
B.A. Applied Psychology -
ST EDWARDS UNIVERSITY
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