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Debbie Key
Description:
Substitute Teacher (K-12)SWING Education - Dallas/Ft. Worth, TXCHRONOLOGY OF PROFESSIONAL EXPERIENCE• Teaching children between the ages of K-12• Record attendance for the day• Managing student learning environment, experiences, and behavior throughout the day• Always engage students in learning, while maintaining a positive and cooperative rapport with other school staff• Communicating the desired lessons provided by the primary classroom educator• Report the activities of the day utilizing the “While You Were Out” report formLiberty Mutual Insurance GroupRemote, USSr. Customer Svc Specialist Policy Benefit Consultant2017 - 2020• Advisor to personal lines policyholders, creating a favorable FCR rating of 85%• Improved team ENPS rate by 70% with 100% participation• Developed “Team Talk” focusing on Teamwork and working together towards success. Shared in team huddles• Mentored new agents in onboarding, call handling,o Improving FCR from 78.30% to 81.2%o Increasing iLTR ratings from -25% - 70.0%• Remote/Home based independent worker2023 -1Independent Insurance Sales Agent | Property Inspector 2010 – 2017 Dallas/Ft. Worth, TXLicensed Sales Agent | Benefits Advisor• Licensed selling of Life and other insurance and annuity products to individuals in the State of Texas and Florida• Identified prospective clients through established lead methodologies.• Educate potential insureds on the benefits of coverage in the event of death or longevity.• Annual review of coverage needs based on life changes.• Conduct property inspections for Mortgage and Insurance clients, including Occupancy, Disaster, Insurance Loss,and Drive By exterior inspections in the State of Texas• Interviewing homeowners/policyholders regarding their property condition• Scheduling follow-up appointments to review additional services offered to assist homeowners in avoiding foreclosure.• Taking photographs of the interior/exterior of the home and any hazardsUnited HealthCare 2012 – 2016 Richardson, TX | Irving, TXOperations Manager/Hunan Resource/Client Services• Recruitment and Management of 300 phone agents / 11 Supervisors / 2 accounts• Consistently maintained attrition level of 3% (during steady state) through the development of a free enterprise method ofmanaging the coaching staff• Increased service levels from 75% to 90%, by addressing all absenteeism reports the day of, working closely with WFM toensure proper staffing and schedule adherence, and training supervisors on the importance of real time coding.• Increased employee satisfaction and engagement from 20% to 90%, through quarterly skip level meetings/fireside chats• Awarded 2nd account after 1yr as Ops Manager, based on account success and increased client revenue.• Maintained staff retention rate of 100%, through relationship building and free enterprise management style.PBM Coach - Customer Service Manager• Managed 18-25 phone agents through employee engagement, agent development and retention.• Developed a more effective training/on boarding program, reducing new hire ramp up time by 30%• Piloted the UHC Ambassador Program, designed to improve onboarding of new agents and provide a path toward leadershipwithin the organization, including mentorship, training, and career development.• Improved agent retention from 15% to 95%, through agent mentorship, relationship building strategies, and consistent careerdevelopment.• Increased employee retention• Set priorities for the team to ensure KPI’s are achieved through consistent evaluation, reporting, and follow up strategy.meetings on a weekly basis.• Within 1 year, I was able to get my team to top team of the Quarter (3 out of 4 times), receiving the Coach of the Year awardfor the following accomplishments:o Consistent Team Adherence of 98%o Reduced attrition levels from 28% to 12%, within 6 months, through enhanced career development opportunities.o Improved First Call Resolution rates by 7%, by developing a call script that is more personable; assisting the agent inproviding efficient service the first time and improving customer satisfaction.o Decreased team AHT by 2 minutes, meeting the goal of 10 min AHT, by assisting the agents in better understandingthe systems, understanding quick key functions, attending refresher training courses, and improved call scripting.• 40% of my team promoted to leadership positions within 12 months.2Licensed Phone Rep / Corporate Trainer• Maintain a daily system of providing timely and accurate information required to move clients through the enrollment process.• Meet department objective standards for Customer Service, and required KPIs• Trained 25 non-licensed Medicare Phone Reps• Focused training on call handling, customer service, HIPAA guidelines, CMS regulations, efficient problem solving.Corporate Magic Inc., Dallas TX – Office Assistant / Corporate Event Production Coordinator Meeting Professionals Inc., Dallas TX – Human Resources Assistant / Exec Assistant to VP Sterne, Agee and Leach, Dallas TX – Office Manager / Exec Assistant to VP of FinanceUniversity of Phoenix – Dallas, TX Bachelor’s Degree – Business MarketingTX Department of InsuranceGen. Life & Health; P&C Insurance LicenseState of Texas Notary, Member of American Association of Notaries 2006 – 2012 2004 – 2006 2000 – 2004
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Services
Posted:
May 17 on BarefootStudent
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