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·Positive attitude, with a strong desire to learn and succeed.

·Excellent written and verbal communication skills

·Able to work cooperatively in groups or individually.

·Completed Six Sigma Yellow Belt.

Work experience

Apr 2009Present

Senior Service Consultant

Farmers Insurance Group

·Participated in special projects as assigned by management to further analyze, clarify, and communicate current company initiatives to help ensure consistency and understanding throughout the Personal Lines Department.

·Conducted Process Integrity audits on Service Advocates and relayed results back to their corresponding Supervisor to help build technical skills, overall insurance knowledge, improve efficiency, maintain and improve quality.

·Contributed to the Backdating Initiative by attending and collaborating on conference calls, analyzing audit results and developed a State of the Initiative to communicate current guidelines and issues regarding Backdating to the management team.

·Member of the first rotation of Quality Assurance Audit team from the NWSP.

·Conducted Quality Assurance Audits, insuring accuracy of work processed and identified areas of work processing that could be improved.

May 2008Apr 2009

Personal Lines Customer Service Supervisor

Farmers Insurance

·Supervised department with up to 55 CSRs and directly managed a team of 12 CSRs to exceed service expectations.

·Initiated actions to insure optimal response times and service levels, handled escalated matters, and approved credits.

·Analyzed team and individual statistics; administered performance management by diagnosing improvement opportunities, providing effective feedback, professional development and corrective action plans.

·Reviewed complaints from policyholders and agents pertaining to policy processing and directed action for proper and timely conclusion.

Feb 2006May 2008

Personal Lines Underwriter

Farmers Insurance

·Evaluated new applications and reevaluated existing policies of several personal lines coverages to maintain underwriting quality and proper rating classification.

·Established and maintained relationships with agents to assist with the evaluation of applications by utilizing strong customer service skills.

·Committee Chair for National Customer Service Week 2007 for the Los Angeles Service Center.

·Representative for Underwriting Department and table vendor for Agent Conference 2007 in Reno, Nevada.

·Conducted training classes for coworkers and agency force in the Service Center and the field.

·Assisted the training team by conducting research and creating training materials.

Sep 2003Dec 2005

Fundraiser for CSU Chico Research Foundation Call Center

CSU, Chico
Contacted alumni, parents and friends of the university to raise money for various campus funds and update donor information.


Sep 2009Present

Masters in Business

Marylhurst University

Currently finishing up my first year of Marylhurst's MBA program. I plan on graduating August 2011 with my MBA with an emphasis in General Management.



California State University-Chico


Moorpark College