Malaya Donnelly
Peoria
Summary
Empathetic professional with a strong background in policy servicing and claims assistance. Proven track record in regulatory compliance and customer retention, dedicated to delivering exceptional service in high-pressure environments.
Overview
6
6
years of professional experience
2026
2026
years of post-secondary education
1
1
Certification
Work History
Licensed Insurance Producer
Country Financial
Peoria
01.2025 - Current
- Handled high-volume inbound and outbound policyholder calls across personal lines, life, and health products
- Provided claims assistance, coverage explanations, and policy servicing for existing clients
- Promoted to support Life & Health and Senior Services call queues due to performance and reliability
- Ensured compliance with state insurance regulations and internal underwriting and documentation standards
- Assisted customers with billing, endorsements, renewals, and policy changes
- Delivered empathetic, solution-focused service to policyholders during stressful and time-sensitive situations
Specialty Sales Team Member
Target
Peoria
10.2019 - 12.2024
- Delivered personalized customer service in a high-volume retail and sales environment
- Advised customers on product features, warranties, and promotions to drive sales and satisfaction
- Built strong relationships with repeat customers by identifying needs and offering tailored solutions
- Collaborated with team members to meet and exceed store sales and service goals
- Trained and supported new team members in sales techniques, customer engagement, and product knowledge
- Maintained accurate transactions and inventory in compliance with company standards
Lead Call Center Representative
OSF Saint Francis Medical Center
Peoria
06.2021 - 11.2021
- Led and supported a team of call center representatives handling high-volume patient calls in a healthcare environment
- Provided real-time coaching, guidance, and escalation support to ensure quality, accuracy, and patient satisfaction
- Resolved complex and sensitive billing, scheduling, and patient-care issues quickly and professionally
- Trained new and existing team members on systems, policies, compliance, and call-handling standards
- Worked closely with supervisors and clinical teams to ensure HIPAA compliance and accurate documentation
- Used tools such as Microsoft Teams, call-center software, and internal databases to manage workflows and track performance
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH 01.2025 - 01.2026
Associate of Science -
Illinois Central College
East Peoria, IL 01.2022 - 12.2024
Peoria High School
Peoria, ILSkills
- Property & Casualty Insurance
- Policy Servicing & Coverage Explanations
- Claims Assistance
- Inbound & Outbound Call Handling
- Customer Retention & De-escalation
- Needs-Based Sales
- Regulatory Compliance
- Call Documentation
- Microsoft Teams
- Client Relationship Management
Certification
Insurance Producer License
Timeline
Licensed Insurance Producer
Country Financial
01.2025 - Current
Bachelor of Science - Business Administration
Southern New Hampshire University
01.2025 - 01.2026
Associate of Science -
Illinois Central College
01.2022 - 12.2024
Lead Call Center Representative
OSF Saint Francis Medical Center
06.2021 - 11.2021
Specialty Sales Team Member
Target
10.2019 - 12.2024
Peoria High School