Laurie McGonigle

Experience

• 

  ICS Insurance Inc

  Jan 1989 - Jan 1997

  Vice President

  As Vice President of ICS, I operated a small group insurance brokerage and third party administrator alongside of my father. I handled all daily operations and service for all clients and managed a team of six staff members in this role.

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  Kelly & Associates Insurance Group

  Jan 1997 - Jan 2004

  I was responsible for customer service initiatives for both our large and small group administrative departments which were combined into one area. The customer service team was divided into two units- a call center for employee inquiries that operated with a less than 20 second average speed of answer (ASA) and <2% abandoned call ratio and a dedicated service unit that was assigned to our top 25 producing broker partners and large groups specifically. In addition, I led and managed the operational processes of the large group implementation and installation area.This role was all about operations and customer service and how to enhance our internal operations so that KELLY’s customers (brokers, employers and employees) would have the most streamlined, efficient and positive customer experience. Show less

  • Vice President of Customer Service and Large Group Installation

    Jan 2000 - Jan 2004

  • Director of Major Accounts

    Jan 1998 - Jan 2000

  • Large Group Customer Advocate

    Jan 1997 - Jan 1998
• 

  Kelly & Associates Insurance Group

  Jul 2004 - Mar 2020

  From working for a local group insurance brokerage and third-party administrator to more than 20 years with Kelly & Associates Insurance Group (which is among the largest providers of employee benefits administration, broker, and consulting services), I’ve had the opportunity to lead hundreds of insurance professionals, increase operational excellence, and create new business units.Highlights include:• Partnering with over 25 new carriers and vendors and expanded lines of business to include traditional offerings such as critical illness, accident, and hospital indemnity as well as financial wellness, health & wellness, legal, ID theft protection, lifestyle benefits, and yes, even, pet insurance• Ramped up KELLY revenue to over half a million dollars in just two years• Instrumental in designing the user interface to drive employee engagement and enrollment on the proprietary platform, developed all marketing materialsI was responsible for telling the KELLY story and conveying our success in the industry to prospective partners - carriers, vendors, and brokers. A creative and resourceful leader, I was selected to create a new portfolio of products and services focused on voluntary benefits that would further continue the mission to provide comprehensive insurance and employee benefits to companies throughout the region. Leveraging my industry experience, business relationships and keen abilities to strategically envision and implement, this area grew quickly and benefited our broker partners and hundreds of employer groups and their employees.My responsibilities included:• Assessing identified market needs and determining potential carrier/vendor partners• Identifying gaps in technology and administrative services• Formulating go-to-market strategies for new relationships, products & services• Collaborating with Corporate Communications to define marketing materials and strategy• Working with leadership to educate brokers on the services offered Show less As Senior VP of Administrative Services, I led a group of nearly 200 insurance administrators and professionals, who managed the monthly billing and eligibility management for over 10,000 employer group clients, representing over $2.5 billion in premium. With a continual focus on superior customer service, my team and I worked hard to achieve operational excellence, enabling further growth within the organization. This role challenged me to be a better leader and I took that responsibility seriously. I sought to lead with integrity, humility and boldness that created a spirit of collaboration and unity. Show less

  • Senior Vice President of Strategic Partnerships and Enhanced Benefit Sales

    Feb 2016 - Mar 2020

  • Senior Vice President of Administrative Services

    Jul 2004 - Feb 2016
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  Beam Benefits

  Sept 2020 - now

  As the Senior Director of Customer Operations at Beam Benefits, I report directly to the CFO to ensure all customer operations perform seamlessly. In my role, I oversee:• All customer operations, including our customer care call center.• Internal operations, including implementation, strategization, eligibility management, and account coordination.• Operations enablement, including training, education, communication, workforce optimization, and quality assurance. At Beam Benefits, we offer dental, vision, life, disability, supplemental accident, and hospital indemnity coverage in over 40 states. As an organization, we are constantly striving to provide the greatest customer experience and the largest bandwidth of benefits, meaning we are continually expanding and growing our offerings. Our customer experience is our top priority— currently, Beam Benefits has over a 4.5% customer satisfaction score. Our organization is driven by the desire to modernize employee benefits. Show less In my role as Head of General Agent Partnerships, I work closely with our clients, insurance agencies across the country, to support them with education, marketing, and sales support. Furthering Beam’s mission and developing long-standing relationships is at the core of my role.Beam Dental was founded on the idea that everyone deserves access to dental care, centering our mission around closing the gap of the 100 million Americans who don't. By blending innovative technology with traditional insurance policies, we've been able to bring incredible value to the employee benefits market—both disrupting insurance forever and delivering on our mission.Beam’s vision is to deliver a fundamentally unique approach to coverage by incorporating dental hygiene behavior into policy pricing at renewal. Show less

  • Senior Director, Customer Operations

    May 2021 - now

  • Head of General Agent Partnerships

    Sept 2020 - May 2021