career objective                              

results-driven supervisor eager to contribute dynamic project management, team building, and customer service skills toward supporting the employer in improving operational and financial performance

profile                                                

ø  offer numerous years of customer service and managerial experience, with expertise in operations management, business development, staff training, and traffic forecasting and analysis in the insurance and financial services arena

ø  promote client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated issues

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; build, train, and lead top-performing support teams

ø  proactively monitor performance metrics to ensure timely and accurate servicing in high-production settings

ø  demonstrated ability to perform multiple concurrent responsibilities in fast-paced settings; strong attention to detail and emphasis on accuracy

ø  exceptional communication, presentation, negotiation, and relationship management skills

 

~ technical proficiencies ~

ms office (word, excel, powerpoint, access, outlook) ~aps ~ iex ~cc pulse ~ meridian ~ people soft ~

universal communication workflow (ucw) ~ siebel ~ customer sat. ~ verint

 

~ key achievements ~

• as supervisor of aps support and mail teams, maintained 98.9% quality level and responded to 98.5% of correspondence within 24 hours of receipt
• selected to supervise and evaluate performance of blended skills team of service and direct entry representatives engaged in capturing data; analyzed efficiency and effectiveness in relation to single skill personnel
• granted responsibility for blended team service and sales skills in data management pilot project; monitored closing rate, coached staff on call handling strategies, analyzed team performance, and reported on service and sales production

professional experience                

21^st century insurance, woodland hills, ca                                                                                             1991 c present

supervisor, aps support and mail teams (2004 c present)

• in recognition of outstanding performance, steadily progressed within company to attain supervisory position entrusted with a range of operational management and analysis duties
• expertly investigate and resolve system and representative errors identified in daily and occasional policy impact lists; categorize and track impact lists
• report on resolution specifications, premium variances and losses, system and product defects, and audit results to ensure compliance with all regulatory guidelines
• play integral role in developing case defect and system workaround procedures; facilitate peer training and coach personnel on representative errors
• create and implement team standards for hourly processing time; monitor incoming mail trends to effectively respond to issues

customer care supervisor (1999 c 2004)

• oversaw customer care call center operations to provide efficient top-tier customer service and maintain superior levels of production and accuracy
• evaluated staff performance and provided career guidance; contributed to human resources functions, including employee hiring, transfers, and terminations
• supported department of insurance in handling complaints, completed actuary rating engine, and applied strong claims coverage knowledge towards providing recommendations

education                                           

california fire casualty license #0d46473 ~ ciac training ~ situational leadership ~

7 habits of highly effective people ~ leading change today ~ leadership and business management

 

 

 

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dear__________________:

 

i am currently seeking a challenging career opportunity as a supervisor and am submitting my resume for your review.  in advance, thank you for your time and consideration.

 

as demonstrated in the accompanying resume, my professional qualifications include numerous years of professional experience working in a customer service training and management capacity.  i excel at implementing quality improvement initiatives based on detailed performance analysis, and am adept at working closely with team members to identify and address opportunities to increase productivity and efficiency.  my outstanding communication, project management, and leadership skills have consistently proven instrumental in my success at achieving excellent levels of customer and employee satisfaction.  to complement this background, i ve completed substantive professional development, including ciac training, and a hold a property & casualty broker-agent license.. 

 

as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.

 

sincerely,

 

 

 

 

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