Todd Egy
Halifax
Summary
Dynamic leader with a proven track record at Daybright/US Retirement and Benefits Partners, driving a 23% increase in completed enrollments. Expertise in operational efficiency and data analysis, coupled with strong team leadership and mentoring skills, fosters a culture of continuous improvement and enhances customer satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director, Benefits Enrollment Services
Daybright/US Retirement and Benefits Partners
Harrisburg
08.2022 - Current
- Designed and implemented enrollment procedures to enhance operational efficiency.
- Managed cross-functional teams to enhance collaboration and project outcomes.
- Developed and implemented operational policies for improved efficiency and effectiveness.
- Mentored junior staff, fostering professional development and knowledge sharing.
- Established performance metrics to evaluate team progress towards strategic objectives.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Identified opportunities for improvement in operational performance metrics.
- Partnered with staff to create professional development plans to support personal and business growth.
- Assessed employee performance against established benchmarks or targets.
- Implemented systems for tracking progress on key initiatives or projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Identified opportunities for process optimization through data analysis.
- Promoted a culture of innovation and encouraged staff to contribute ideas.
- Enhanced customer satisfaction through the development of service improvement initiatives.
- Analyzed data to inform decision-making and strategic direction.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Formed and sustained strategic relationships with clients.
- Established performance metrics and evaluated staff to promote continuous improvement.
- Revised customer satisfaction survey questions and tracking to improve data accuracy.
- Analyzed KPIs, introducing methods to enhance performance outcomes.
- Achieved 23% increase in completed enrollments from 2022 to 2024.
- Secured 61% growth in new policies written from 2022 to 2024.
- Boosted average number of policies written per enrollment by 41% from 2022 to 2024.
- Elevated written premium by 84% from 2022 to 2024.
- Enhanced average premium written per enrollment by 60% from 2022 to 2024.
Call Center Supervisor
US Retirement and Benefits Partners
Harrisburg
08.2021 - 08.2022
- Designed and implemented performance management system to enhance team productivity.
- Developed and monitored key performance indicators to assess operational efficiency.
- Reduced average wrap-up time by 25% through process improvements.
- Supervised daily operations of call center team, ensuring compliance with policies.
- Trained new employees on systems, processes, and customer service best practices.
- Monitored call quality and provided regular constructive feedback to team members.
- Resolved escalated customer inquiries to uphold service standards and satisfaction levels.
- Coordinated staff schedules to optimize coverage during peak call volumes.
Senior Managing Agent
KMA Insurance Group, LLC
Millersburg
02.2020 - 07.2021
- Boosted agency sales by 40% in 2020 and 2021.
- Achieved 200% increase in personal sales during 2021.
- Established multiple referral partnerships to enhance client acquisition.
- Elevated community awareness and involvement through targeted outreach initiatives.
Manager – Shared Services
Crump Life Insurance Services
Harrisburg
10.2017 - 06.2019
- Mentored and coached DMT supervisor to enhance team leadership skills.
- Managed team operations and ensured compliance with insurance regulations.
- Developed training programs to enhance employee knowledge and skills.
- Facilitated performance reviews and provided constructive feedback to staff.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Recruited and hired qualified candidates to fill open positions.
- Exceeded workflow service requirements through strategic planning and execution.
- Increased efficiency by implementing process improvements across operations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Implemented process improvements, resultingin an increase in operational efficiency.
Supervisor - Document Management Team
Crump Life Insurance Services
Harrisburg
04.2011 - 10.2017
- Achieved Series 6 licensure to enhance professional credentials.
- Oversaw daily operations and workflow for insurance processing teams.
- Trained new staff on policies and procedures for client interactions.
- Implemented process improvements to streamline operations within the team.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Trained, interviewed, and onboarded new associates to build a strong team.
- Served as escalation point for resolving complex issues efficiently.
Commissions Customer Service Representative
Crump Life Insurance Services
Harrisburg
04.2008 - 04.2011
- Assisted agents with commission inquiries to ensure accurate understanding of processes.
- Prepared and dispatched commission checks in a timely manner.
- Trained new Commission Customer Service Representatives on policies and procedures.
Client Services Supervisor
Crump Life Insurance Services
Harrisburg
01.2005 - 04.2008
- Enhanced customer service survey outcomes by implementing strategic process improvements.
- Supervised client service team to ensure efficient support operations.
- Coordinated training sessions for new staff on company policies and procedures.
- Conducted performance reviews to assess team member contributions and development.
- Analyzed data from customer surveys to identify areas of improvement in customer service processes.
- Trained new staff on company policies, procedures, and customer service techniques.
- Achieved increased operational efficiency through targeted process optimization initiatives.
- Obtained several industry certifications, demonstrating commitment to professional development.
Education
Fellow Life Management Institute - Insurance and Risk Management
LOMA
Associates Degree - Business Administration
H.A.C.C.
Harrisburg, PAAssociate - Customer Service
LOMA
Commercial Lines Coverage Specialist
The National Underwriter Company
Associate Life Management Institute - Insurance
LOMA
Skills
- Customer service expertise
- Operational efficiency
- Data analysis
- Performance metrics
- Team leadership
- Process improvement
- Mentoring staff
- Strategic planning
- Customer relationship management
- Cross-functional collaboration
- Problem-solving
- Relationship building
- Operations management
- Strategies and goals
- Leadership experience
- Microsoft Office proficiency
- Multi-tasking ability
- Analytical skills
- Written and verbal communication
- Insurance sales knowledge
Certification
- Series 6
- PA Property and Casualty
- PA Life and Health
Timeline
Director, Benefits Enrollment Services
Daybright/US Retirement and Benefits Partners
08.2022 - Current
Call Center Supervisor
US Retirement and Benefits Partners
08.2021 - 08.2022
Senior Managing Agent
KMA Insurance Group, LLC
02.2020 - 07.2021
Manager – Shared Services
Crump Life Insurance Services
10.2017 - 06.2019
Supervisor - Document Management Team
Crump Life Insurance Services
04.2011 - 10.2017
Commissions Customer Service Representative
Crump Life Insurance Services
04.2008 - 04.2011
Client Services Supervisor
Crump Life Insurance Services
01.2005 - 04.2008
Fellow Life Management Institute - Insurance and Risk Management
LOMA
Associates Degree - Business Administration
H.A.C.C.
Associate - Customer Service
LOMA
Commercial Lines Coverage Specialist
The National Underwriter Company
Associate Life Management Institute - Insurance
LOMA
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