Experience

Safely

• United States
• Insurance
• 1 - 100 Employee

• Operations Manager

  • May 2019 - Present

  Solely responsible for all operational functions for start-up as it relates to vendor/client management, claim and guest screening maintenance. Regularly facilitates training sessions with clients, vendors and investors resulting in increased system and industry knowledge base. Spearheaded various initiatives that resulted in reduced processing times for claims, increased response times to clients and customer retention Efficiently analyze and distribute client invoices regardless of… Show more Solely responsible for all operational functions for start-up as it relates to vendor/client management, claim and guest screening maintenance. Regularly facilitates training sessions with clients, vendors and investors resulting in increased system and industry knowledge base. Spearheaded various initiatives that resulted in reduced processing times for claims, increased response times to clients and customer retention Efficiently analyze and distribute client invoices regardless of client PMS limitations Works exclusively with external underwriters to streamline best practice processes and reduce claim disbursement delays and denials Show less



Safe-Guard Products International

• United States
• Motor Vehicle Manufacturing
• 400 - 500 Employee

• GAP Adjuster Supervisor

  • Jan 2018 - May 2019

  Manage domestic and international team of GAP adjusters who accurately determines benefit disbursements based on client specific contracts. Manage team of content management associates who review, classify and attach over 10,000 claim documents on the weekly basis. Analyze trending statistics providing upper management with recommendations on workflow efficiencies and quality enhancements. Regularly facilitate seminars for various departments regarding procedural alignment. •Increased… Show more Manage domestic and international team of GAP adjusters who accurately determines benefit disbursements based on client specific contracts. Manage team of content management associates who review, classify and attach over 10,000 claim documents on the weekly basis. Analyze trending statistics providing upper management with recommendations on workflow efficiencies and quality enhancements. Regularly facilitate seminars for various departments regarding procedural alignment. •Increased quality scores by implementing uniform verification process reducing negative staff performance reviews and financial impact errors by 51% •Developed new production tracker while performing KPI time studies reinforcing annual metrics •Efficiently monitor and modify workflow ensuring daily and monthly SLAs expectations are exceeded while effectively cross-training staff across functions and departments •Initiated monthly meetings with staff reviewing production and quality scores ultimately increasing performance progress and employee morale •Earned internal promotion to manage 2 production teams based on increased production results Show less



Georgia Licensed Insurance Agent

• Property and Casualty & Life, Accident and Sickness Agent

  • Jul 2012 - Sep 2018

  Extensive knowledge about Georgia Property and Casualty & Life Accident and Sickness products. I am a licensed sales and marketing professional. I specialize in Property & Casualty (Auto, Home, Commercial), Specialty (Motorcycle, Boats, etc.), Life Insurance.



KILL CLIFF

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Customer Service Manager

  • Feb 2017 - Jan 2018

  Solely responsible for responding to all customer service inquiries through multi-media outlets for beverage and apparel supply chain operations. In addition to replying to all customer feedback, trending information regarding the correspondence and perception of the company are distributed to the Executive management team for coaching opportunities and best practice initiatives. Effectively managing customer survey resolution process increasing customer sentiment and decreasing customer… Show more Solely responsible for responding to all customer service inquiries through multi-media outlets for beverage and apparel supply chain operations. In addition to replying to all customer feedback, trending information regarding the correspondence and perception of the company are distributed to the Executive management team for coaching opportunities and best practice initiatives. Effectively managing customer survey resolution process increasing customer sentiment and decreasing customer negative views. •Increased customer response time exponentially by implementing new order follow up process •Established new communication portal between headquarters and our supply chain distribution companies for increased customer service resolutions •Developed system notation process which improved productivity and reduced external inquires significantly •Initiated new process for sustaining customers and increasing revenue by working with the marketing and sales team extensively •Built relationships with vendors to manage e-commerce sales and customer service support Show less



PulteGroup

• United States
• Construction
• 700 & Above Employee

• National Customer Service Manager

  • Apr 2015 - Aug 2016

  Solely responsible for responding to all corporate customer complaints and comments via email, phone, formal letters and all social media outlets. In addition to replying to all positive and negative customer feedback, trending information regarding the content of the comments and the volume per region was disseminated to upper management nationally and to executive management for review and coaching opportunities. Renovated all direct corporate communication dispersed to customers… Show more Solely responsible for responding to all corporate customer complaints and comments via email, phone, formal letters and all social media outlets. In addition to replying to all positive and negative customer feedback, trending information regarding the content of the comments and the volume per region was disseminated to upper management nationally and to executive management for review and coaching opportunities. Renovated all direct corporate communication dispersed to customers. •Developed innovative customer complaints/complements tracking and distribution procedures in an existing company system ultimately increasing customer response time and reducing additional reporting tool utilization •Worked exclusively with the corporate IT and web developer teams to streamline online interactive functions, increase website simplicity and boost customer sentiment •Provided support to the Human Resource Department in regards to hiring and vetting candidates while also contributing best practice customer service commentary and examples for national pre-hiring questionnaires •Trained numerous peers and other managers nationwide on the corporate customer service distribution process and other best practice procedures when corporate assistance was needed •Facilitated corporate training classes for field management staff regarding customer service trending and corporate expectations Show less



Farmers Insurance

• United States
• Insurance
• 700 & Above Employee

• Business Operations Manager

  • May 2012 - Apr 2015

  Alpharetta, GA Exclusively responsible for all operational functions for the startup of the new Farmers Insurance office for the state of Georgia by providing expertise regarding insurance licensing, contract administration and Financial Industry Regulatory Authority (FINRA) requirements. Managed over 300 insurance agents and their staff’s personal and professional information within compliance guidelines while distributing weekly and monthly data reporting to various internal and external stakeholders… Show more Exclusively responsible for all operational functions for the startup of the new Farmers Insurance office for the state of Georgia by providing expertise regarding insurance licensing, contract administration and Financial Industry Regulatory Authority (FINRA) requirements. Managed over 300 insurance agents and their staff’s personal and professional information within compliance guidelines while distributing weekly and monthly data reporting to various internal and external stakeholders. Managed staffing pool for agents when personnel was needed. •Managed and mentored CSRs who earned promotions within 1st year of hire in addition to other employee progressions within the organization •Achieved highest NPS (Net Promoter Score) amongst all other offices for 2 consecutive years •Excelled in Farmers Employee Sales Program, exceeding quota by 176% •Spearheaded insurance licensing and contract process initiative for the State of Georgia •Frequently trained employees on various job applications and functions for business need •Facilitated various Agent and Employee engagement events Show less



Toastmasters International

• United States
• Non-profit Organizations
• 700 & Above Employee

• President

  • May 2013 - Mar 2015

  Alpharetta GA AgencyPoint



Self-Employed

• Resume Writer and Career Advancement Coach

  • Jan 2010 - Jan 2014

  Services Include: Resume Revision LinkedIn maximization tutorials, templates and updates Interview Assistance/Tips Why are you leaving your current job? Interview Etiquette Portfolio Presentation Advancement Tips and Recommendations



Assurant

• United States
• Insurance
• 700 & Above Employee

• Unit Manager, Secure Master Banking Room

  • Aug 2006 - May 2012

  Managed claim check reconciliation process, servicing 8 different mortgage banking clients ensuring disbursements and deposits were completed within allotted Service Level Agreement (SLA). Provided feedback to various national clients and departments regarding servicing opportunities and suggestions in an effort to increase efficiency. Handled escalated calls and face-to-face interactions providing industry knowledge and exemplary customer service. • Improved the overall quality of the… Show more Managed claim check reconciliation process, servicing 8 different mortgage banking clients ensuring disbursements and deposits were completed within allotted Service Level Agreement (SLA). Provided feedback to various national clients and departments regarding servicing opportunities and suggestions in an effort to increase efficiency. Handled escalated calls and face-to-face interactions providing industry knowledge and exemplary customer service. • Improved the overall quality of the SMBR from 98.20% to 99.92%. • Developed process and quality improvements which increased organizational efficiency while reducing overtime expenses exponentially: 2011 Suggestion Campaign submission. • Completed Basics of Six Sigma & ForeSight application training to enhance knowledge on process improvement practices and company budgeting. • Developed and collaborated various departmental events to promote employee engagement. • Managed two associates who were awarded two quarterly Loss Draft Awards for Excellence. Show less



Wright-Patt Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Member Service Specialist

  • Nov 2005 - Jan 2006

  Provided customers with banking and economic knowledge of products and services offered for financial improvement and stability. Trained new bank tellers on company procedures and practices while providing past knowledge on the banking and financial industry information. • Advised and counseled our members by recommending financial products, exceeding sales quotas by 400%.



STERIS

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Executive Assistant

  • May 2005 - Jan 2006

  Managed all incoming and outgoing correspondence for the office while providing detailed information to the staff when applicable. Educated guests on the plant/warehouse safety procedures and precautions while distributing the safety equipment accordingly. • Two month temporary assignment performing secretarial duties and greeting guests.