Accomplished management leader with a proven track record of consistently exceeding objectives.

  Experience building and leading teams, including interviewing candidates and hiring personnel.

  Outstanding background in the call center industry, including managing up to 60 personnel.

  Proficient with Clarify; Verint I-360 Workforce Manager; Resume Routing; and Content Manager.

Inbound Call Center Operations Team Building/Leadership Staff Management/Training

Budget Management/P&L Customer Service Policies and Procedures

Combined Insurance Chicago, IL 1977-Present

Call Center Manager/Director (2010-Present)

  Display solid leadership skills while managing a team of employees to excel and provide great service.

  Train, mentor and coach team members on best practices of customer service and company policies.

  Forecast anticipated resource and labor needs against projected call volume.

  Schedule personnel for shifts and delegate individual projects to team members as needed.

  Analyze the performance of individual team members, including recommendations for improvement.

  Generate reports in a detailed manner and present the information to upper management.

Call Center Director (2004-2010)

  Built a team of call center representatives for both the United States and Canadian offices, including traveling between the Chicago, New York and office in Canada.

  Managed and supervised four supervisors and 60 call center representatives, including recruiting and interviewing candidates and hiring new personnel.

  Conducted one-on-one and group training before team members to achieve company objectives.

  Prepared and monitored a budget, and delegated responsibilities to individual personnel.

  Evaluated the performance of supervisors and staffing, including reviewing their salary and compensation.

  Implemented the procedures and processes for educating customers about new products.

  Worked with personnel in the Legal Department to ensure compliance with servicing policyholders.

Call Center Supervisor (1998-2004)

  Supervised a team of employees to maximize their potential, excel and exceed performance objectives, including scheduling staff for shifts and breaks such as lunches.

  Compiled and analyzed statistics and implemented new systems and products to meet job goals.

Claims Adjuster and Customer Service Representative (1977-1995)

  Reviewed and processed payment for claims benefits in an accurate, timely and efficient manner.

Bachelor of Arts (BA), Business Management and Financial focus, DePaul University; earned 2014

Associate of Arts (AA), Wright College