Summary
Overview
Work History
Education
Skills
Accomplishments
Activities
Timeline
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MARCUS MAITLEN

Oak Ridge

Summary

Experienced in specialized task execution and strategic implementation. Adept at utilizing effective problem-solving techniques to enhance operational processes. Proven track record of fostering team collaboration and ensuring project success. Holistic and critical thinker with a passion for process improvement and Agile methodologies. Possesses extensive knowledge of Travelers PI systems, processes, and workflows. Seeking a challenging role to apply skills and experience in delivering high-value system performance and process improvements that enable business objectives and customer needs.

Overview

5
5
years of professional experience

Work History

Coverage Specialist Team

Travelers Insurance Company
10.2022 - Current
  • Grew knowledge base of the systems utilized by Travelers Personal Insurance to an expert level.
  • Conducted call audits and affinity account research as needed to assist our PI affinity liaison.
  • Consistently generated high sales numbers, earning Top Producer recognition the past two years in a row, while maintaining above average quality and customer experience metrics.
  • Have worked side by side with Operational Effectiveness on various projects including the TIC Decline letter Interim solution Project, in a project management, training and reporting capacity.
  • Created and distributed a monthly Quality Assurance news letter detailing top opportunities and best practices for the department.
  • Gained admittance into the 2025 Enterprise LEAD program, a program designed to educate and prepare for a project/people management role.
  • Maintained an 'active learner' status in mySkills with a focus of acquiring and building Tech and data related skills through the 'Tech Foundations' pathway.

Insurance Service Representative

Travelers Insurance Company
03.2020 - 10.2022
  • Became proficient in dozens of complex systems utilized to assist customers and agencies with insurance needs.
  • Worked closely with management to identify areas of improvement for the team and in providing feedback on various procedures and order of tasks to be completed.
  • Showed adaptability by participating in several pilot programs involving the use of new technology.
  • Above average performer in all metrics including average handle time and customer satisfaction.
  • Participated in projects with manager to focus on specifics of procedures in order to grow greater understanding of processes for the entire work team.
  • Assisted in the learning and development of new hires from both American and foreign (Canadian and South African) work base across variety of skill sets and knowledge levels.
  • 2021 and 2022 In-synch nominee for outstanding customer service- Internal reward.
  • Participated in the ambassador program in an effort for onboard new hires more efficiently.

Education

Associates of Arts -

Pellissippi State Community College
05.2014

Skills

  • Advanced problem-solving skills
  • Analytical thinking
  • Documentation management
  • Technical communication
  • Resource allocation
  • Stakeholder engagement
  • Troubleshooting techniques
  • Task prioritization
  • Customer relationship management

Accomplishments

    2023 and 2024 Top Producer Award - CST/SALES

    2021 and 2022 in-Synch Award Nominee - Customer Service

Activities

  • Travelers Diversity networks and Volunteering 2020 - present
  • Active Member of several Diversity networks at Travelers, including Pride and Allies, Military/Veterans and Young Professionals.
  • Assisted is special projects for the Pride network to generate and disseminate information for pride month awareness and current issues as well facilitating the Travelers presence at the local Pride Parade.
  • Volunteer one to two times annually for Habitat for Humanity to help build homes for those in need in our community.
  • Participated in Several Travelers sponsored fundraiser's including the Polar Plunge fundraiser for the Tennessee Special Olympics and Second Harvest.
  • Dedicates personal time outside of work to a community based local waterway clean-up project where we clean debris, build back sturdy banks, and collect / test water samples for chemical composition.

Timeline

Coverage Specialist Team

Travelers Insurance Company
10.2022 - Current

Insurance Service Representative

Travelers Insurance Company
03.2020 - 10.2022

Associates of Arts -

Pellissippi State Community College

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MARCUS MAITLEN