b"MEMBER SERVICEFOCUSGoodville takes great pride in its steadfast commitment to effectively serving our members andagents with genuine care. In 2024, the organization made a significant investment to enhanceand ensure the delivery of exceptional service. This initiative encompassed a comprehensiveanalysisofexistingoperations,enablingGoodvilletostrategicallyrealignresourcesforimproved efficiency.As a result of this realignment, Goodville established a new Customer Service Group, while itsOperationsTeamhasaddednewresourcestoenhanceefficiencyandupholdour48-hourservice standard. Under the guidance of Devyn Dunkleberger, the Office Services and CustomerServiceSupervisor,theCustomerServiceGroupbeganitsoperationsinJuly.Thisteamcombinestherolesofswitchboardoperatorsandagentmemberservicerepresentatives,currently consisting of five dedicated individuals, with plans for future expansion. Their primarygoalistodeliverfirst-callresolutionstoagentsandmembers,onlyredirectingcallswhenspecialized knowledge is necessary. At present, the group handles an impressive average of 300to 400 calls each day.The operations group, led by Missy Montgomery, the Underwriting Operations Manager, hasbroadeneditspolicyprocessingcapabilitiesthroughtheadditionofnewresources.Thisexciting collaboration empowers our team by bringing in additional members to process policytransactions.Together,wecanenhanceefficiencyanddeliveranevenbetterexperience!Additionally, the operations group has introduced robotic process automation (RPA) into selectpolicy transactions to speed up processes, with all RPA transactions being thoroughly validatedby the team. As a result, Goodville has been able to streamline its policy processing, efficientlymanaging a higher volume of requests while consistently upholding a 48-hour service level.ByupgradingitsoperationalinfrastructureandlaunchinganewCustomerServiceGroup,Goodvilleisnowbetterequippedtohandleanincreasednumberofinquiriesandservicerequests. This initiative allows the company to provide quicker and more effective service to itsmembers and agents. Such a commitment to enhancing the member experience and improvingoperationalefficiencyhighlightsGoodville'sdedicationtofosteringstrong,long-lastingrelationships with its members and agents."