Angela Conant
Bellevue
Summary
Dynamic and detail-oriented professional with over 10 years of experience optimizing workflow processes in the life insurance and annuities sectors. Recognized for effectively delegating tasks and fostering team collaboration to enhance productivity. Seeking a challenging role that leverages expertise in problem-solving and customer service excellence to drive organizational success and deliver exceptional client experiences. Committed to continuous improvement, consistently achieving results that contribute to organizational growth and efficiency.
Overview
29
29
years of professional experience
Work History
Sr. Ops Business Services Specialist
Pacific Life
06.2024 - Current
- Demonstrates mastery of all foundational and advanced life and annuity process functions. Demonstrates a strong, maintained technical understanding of processes, purpose of steps, and impact to client. Stays current on resources, products, and procedural changes. Proactively takes all appropriate actions to ensure superior customer experience
- Conducts quality review of foundational work transactions, identifying and reporting errors to minimize risk and impact to client; Makes recommendations for uptraining and documentation enhancements to address trends and improve service outcomes. Maintains professional and constructive feedback to peers in written and verbal communications. Acts as point of contact with team to support peer questions and as a subject matter expert in working groups with other business areas
- Provides effective on-the-job training to individuals or small groups of trainees, as assigned, following training guidelines, using training resources appropriately, and meeting key deadlines and objectives. Identifies error trends and shares with leadership; Identifies ways to support training opportunities with peers
- Proactively identifies opportunities to build efficiencies within current processes
- Produces, analyzes and formats operational reports used for submitting work requests, facilitating merger processing, and completing year-end tax reporting requirements
- Backup with monitoring department workflow, assigning team members to work queues, according to volumes, department and resource sharing needs
Advance Business Services Coordinator
Pacific Life
06.2018 - 06.2024
- Maintain established department processing, productivity and quality standards for processing of foundational and complex queue items and interacting with clients, as expected for senior level staff. Demonstrate strong knowledge of client needs and proactively take all appropriate action to ensure superior customer experience
- Conduct advanced transaction quality review
- Act as point of contact to support peer questions and as a subject matter expert in working groups with other business areas
- Assist with monitoring department workflow, assigning team members to work queues, according to volumes, department, and resource sharing needs. Conduct training and OJT in a manner that engages trainees, support effective learning and model and promote a professional and collaborative environment
- Work with Supervisors to identify uptraining needs and develop and deliver uptraining modules as appropriate and proactively communicate updates on trainee progress to Supervisor on a regular basis
Document Center Supervisor
Pacific Life
09.2017 - 06.2018
- Oversee Document Center workflow, ensuring timely work distribution, maintaining strong partnerships and support business areas to drive efficiency
- Lead talent efforts including interviewing, hiring, training, coaching and collaborate with team members on career development and goal setting
- Support Document Center projects by identifying SMEs and contributing to UAT, training and implementation activities
Support Services Team Lead
Pacific Life
09.2013 - 09.2017
- Manage the sorting, batching, scanning and indexing of all Life division work and perform quality reviews across key business processes
- Research and resolve internal customer inquiries and communicate system issues to appropriate partners
- Coordinate and conduct training and coaching, and support system release activities
Support Services Representative I & II
Pacific Life
09.2008 - 09.2013
- Sort, prepare, scan and accurately index incoming mail by business process
- Print and prepare deposit tags to submit to Treasury
Assistant Manager
Don and Millie's
01.2003 - 09.2008
- Deliver exceptional guest service while maintaining a clean, organized work environment, support daily operations in a fast-paced, high-volume setting; lead, train and motivate a diverse team while ensuring proper staffing and scheduling across all shifts
- Oversee key operational controls including food and labor costs, inventory and ordering, and daily cash handling accuracy
Records Specialist
Woodmen of the World
01.1997 - 01.2003
- Sort, prepare, scan and accurately index all incoming mail
Education
High School Diploma -
Glenwood High School
Glenwood, IA05-1994
Skills
- Strong Work Ethic
- Accountability
- Time Management
- Adaptability
- Positive Attitude
- Self-Motivated
- Customer Focused
- Team Leadership
- Training and Development
- Strong Attention to Detail
Timeline
Sr. Ops Business Services Specialist
Pacific Life
06.2024 - Current
Advance Business Services Coordinator
Pacific Life
06.2018 - 06.2024
Document Center Supervisor
Pacific Life
09.2017 - 06.2018
Support Services Team Lead
Pacific Life
09.2013 - 09.2017
Support Services Representative I & II
Pacific Life
09.2008 - 09.2013
Assistant Manager
Don and Millie's
01.2003 - 09.2008
Records Specialist
Woodmen of the World
01.1997 - 01.2003
High School Diploma -
Glenwood High School