Results-focused leader specializing in providing world-class customer service, d

riving operations growth, building solid teams, directing process improvements,

and cultivating a strong brand image with superior quality eager to offer 10+ ye
ars of proven experience toward maximizing an employer's success.
PROFILE OF QUALIFICATIONS
* Top performer who excels at supporting business productivity, company well-bei
ng, and client satisfaction.
* Integral leader who interfaces with all business representatives and clientele
through to executive level.
* Out-of-the-box thinker who plans, prioritizes, and manages duties within fast-
paced environments.
* Ambitious self-starter who demonstrates superior attention-to-detail and sharp
analytical abilities.
* Hold active Property & Casualty Insurance License
KEY AREAS OF EXPERTISE
Operations Management / Staff Recruitment / Process Improvement
Customer Relations / Training and Development /
Insurance Products and Services / Business Communications /
Workflow Prioritization

PROFESSIONAL SYNOPSIS
BALBOA INSURANCE GROUP, SIMI VALLEY, CA / PLANO, TX - 2000 - 2010
Customer Service Operations Manager-Texas (2006 - 2010)
* Applied dynamic leadership talents toward directing a local customer service b
ranch for a voluntary insurance division of Balboa Insurance Group, including pr
omptly and resourcefully resolving all escalated concerns.
* Drove business growth by recruiting, training, and managing a top-performing 2
0-member customer service team, along with leading regular group meetings to imp
rove staff productivity and enhance overall communications.
* Ensured compliance with company and department guidelines for all employees, c
oached and mentored individuals to uphold high-quality business standards, and l
ed numerous organizational process improvement initiatives.
Document Processing Supervisor (2005 - 2006)
* Optimized operations efficiency by monitoring production levels to guarantee m
onth-end goals were met and / or exceeded, including supervising 2 team leaders
and up to 12 document processors in maintaining seamless practices.
Document Processing Team Lead (2003 - 2005)
* Expertly completed monthly quality audits for a team of 8 processors; provided
individual and group feedback and motivation on a daily, weekly, and monthly ba
sis; and handled comprehensive human resources-related issues.
Customer Service Representative II / III (2000 - 2003)
* Contributed strong communication skills toward responding to customer calls wi
thin a high-volume center including attaining selection for a pilot program to r
espond to email inquiries, supporting billing and coverage concerns for homeowne
rs' policies, and following issues through to resolution.
INVENTORY LOCATOR SERVICE 1995 - 2000
Sales & Marketing Support Representative
* Utilized broad scope of industry and professional services knowledge to provid
e telecommute-based tracking, researching, and updating of client data within th
e company's Contact Management System (Lotus Notes Database).
* Contacted existing and potential clientele with information regarding special
promotions, offers, and options, along with conducting targeted surveys to ident
ify business trends and evaluate potential of new products and services.