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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com xxx-xxx-xxxx
Experienced Strategic Leader with 20+ years of experience in progressive management and operations roles within a variety of industries. Experienced in supervising cross-functional teams, overseeing internal quality levels, and providing comprehensive training/coaching. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with clients, vendors, co-workers, and members of management
Proficient in: Microsoft Windows OS, Microsoft Office Suite, Lotus Notes, MacOS, Oracle, Avaya, Mitel, 1X Communicator, NICE IEX, and Verint Call Recording
Key Competencies
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Operations Management Strategy Development Project Management Internal Audits/Compliance |
Performance Development Cost Reduction Training/Coaching Conflict Resolution |
Procedure Development Attention to Detail Process Improvement Complex Problem Solving
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Professional Experience
Bristol West/Farmers Insurance, Ft. Lauderdale, FL September 1993-Present
Customer Advocate Supervisor/Back Office Underwriting (2009-Present)
Directly manage several customer service and operational functions within a fast-paced environment with a focus on increasing productivity and efficiency
Supervise a team of 30 staff members which requires providing individualized feedback/coaching in addition to assisting with escalated customer service situations
Monitor call quality levels using Verint call recording in order to ensure consistently high levels of quality, ensure compliance related issues are adhered to, and design/implement standard operating procedures
Played a lead role in the completion of over 4,000 project hours during a large-scale project which was concentrated on enhancing a customer self-service system
Senior Accounting Services Supervisor (1997-2009)
Facilitated day-to-day operations within the organization which included working closely with members of senior management, assisting with complex projects, and creating streamlined standard operating procedures
Successfully reduced FTE employee needs through the implementation of streamlined operating procedures, and reviewed/analyzed complex quality and productivity related data
Achieved an annual cost savings of over $200 thousand through the design of cost-saving initiatives and designed and executed comprehensive training/coaching programs
Led the completion of quarterly internal audits, maintained a keen knowledge of Sarbanes-Oxley regulations, and provided training to staff members on compliance related issues
Additional Professional Experience Includes: Unit Manager (Florida, Texas, California)
Certifications & Awards
Master s Certificate in Advanced Project Management (2016)
Lean Six Sigma Green Belt (2016)
Community Service Lead/Mentor, Women s Inclusion Network
Awards Include: Leader of the Quarter (2011, 2016), Team of the Quarter (2010, 2012, 2015), Farmers Heroes Club (2010, 2011), and Shark Tank Winner (2013)
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