Deb Poole
Lincoln,NE
Summary
Professional with proven track record in customer service and account management. Expertise in building strong client relationships, resolving complex issues, and driving customer satisfaction. Brings top-notch oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong focus on team collaboration and achieving results, adaptable to changing needs.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Service/Account Manager
Independent Insurance Agency
Lincoln, NE
10.2022 - Current
- Provide exceptional customer service by creating welcoming and positive experiences.
- Enhance customer satisfaction by promptly addressing inquiries and resolving issues.
- Process premium payments and policy endorsements in an accurate and timely manner.
- Actively listen to clients to provide policy proposals that help meet their current needs.
- Utilize CRM software to track interactions, maintain accurate records, and enhance service efficiency.
Compliance Coordinator
Ameritas Life Insurance Corp
Lincoln , NE
11.2021 - 10.2022
- Group dental and vision network subject manner expert handling the state regulatory filings.
- Collaborated with cross-functional teams to address compliance-related issues effectively.
- Stayed current on emerging regulatory policies and procedures.
- Supported group departments in handling investigations related to compliance matters, providing necessary documentation and information as needed.
- Maintained effective working relationships with regulatory authorities, suppliers and customers.
Project Manager
Ameritas Life Insurance Corp
Lincoln, NE
01.2020 - 11.2021
- Worked with several cross-functional teams demonstrating leadership and teamwork - effectively working with associates at all levels of the organization.
- Achieved high levels of team engagement and morale by promoting collaborative and inclusive work environment.
- Oversaw project timelines and deliverables to ensure alignment with company and department goals.
Business Analyst/Group Project Leader
Ameritas Life Insurance Corp
07.2014 - 01.2020
- Facilitated workshops during corporate acquisitions to gather stakeholder feedback and align project objectives.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed and maintained comprehensive documentation of business processes and systems.
Sales Assistant
Ameritas Life Insurance Corp
Lincoln, NE
08.2001 - 07.2014
- Provided sales support and superior customer service to brokers, policyholders and dental and vision plan members.
- Addressed complaints swiftly, fostering positive relationships and encouraging repeat business.
- Strengthened customer loyalty through building rapport and offering knowledgeable assistance on plans and services.
- Developed materials for and assisted with presentations to brokers/clients.
- Attended benefit fairs and SHRM conventions to assist with presentations.
Group Claims - Various Positions
Ameritas Life Insurance Corp
11.1988 - 08.2001
- Processed dental claims quickly and accurately.
- Provided excellent customer services to our members, policyholders, provider offices, brokers and sales representatives by providing accurate information and resolving issues quickly.
- Developed the first customer service phone monitoring program.
- Provided training for new associates.
Skills
- Microsoft Applications - Word, Excel, PowerPoint
- Customer Service - Successful Sales through Service
- CRM software - Epic
- Claims Processing
- Sales/Underwriting
- Project Management/Business Analyst
- Relationship building
- Training
- Adaptability and flexibility
- Verbal and written communication
- Complaint handling
- Creative problem solving
Certification
- Nebraska Health & Life
- Nebraska Property & Casualty
Timeline
Customer Service/Account Manager
Independent Insurance Agency
10.2022 - Current
Compliance Coordinator
Ameritas Life Insurance Corp
11.2021 - 10.2022
Project Manager
Ameritas Life Insurance Corp
01.2020 - 11.2021
Business Analyst/Group Project Leader
Ameritas Life Insurance Corp
07.2014 - 01.2020
Sales Assistant
Ameritas Life Insurance Corp
08.2001 - 07.2014
Group Claims - Various Positions
Ameritas Life Insurance Corp
11.1988 - 08.2001
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