Accomplished, client-focused professional with over 15 years of experience delivering excellence in the management of processes, procedures and personnel within sales, call center and insurance environments. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client requirements. Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess extensive experience in call center operations and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs. Highlights include:
- Created production tool and lead team to achieve an 11% increase in production in first quarter.
- Organized and scheduled staff assignments to ensure efficiency in budget management and the completion of tasks within agreed time frames while maintaining high standards of quality.
- Recognized for the ability to build and deliver local and corporate-wide training programs.
- Skilled in evaluating employee performance and procedural efficiencies to identify opportunities for development
- Experienced in generating reports pertaining to account/ claim activities and presenting findings and recommendations to senior management.
- Practiced in assessing processes and procedures to evaluate compliance and implement initiatives to ensure compliance is maintained.