Vickie Wyrick
Claims Training Specialist at Hallmark Financial Services Inc.- Claim this Profile
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Bio
Monica Meyer
Vickie's dedication to results, desire to help others reach their full potential, and unmatched problem solving skills made her an excellent addition to our Training Department. She's a VERY quick learner, does not shy away from complicated or complex projects, and has a big picture vision that helps her easily navigate change which is why I can confidently say, Vickie has excelled all expectations as a Training Specialist! If there's a skill she doesn't have, she'll master it. If there's a need, she'll meet it. If there's a benchmark, she'll clear it. I'm very proud of the work we've done together and am so excited to see where her career goes because I truly believe there's nothing she can't achieve!
Harvey Mbambi
Vickie is by far and away the most hard working I have ever had. Her attention to detail, forward thinking and overall care for her employees allows her to be the marvelous supervisor that she is. Working under leadership afforded myself and others under her team multiple promotional opportunities in less than 6 months time.
Monica Meyer
Vickie's dedication to results, desire to help others reach their full potential, and unmatched problem solving skills made her an excellent addition to our Training Department. She's a VERY quick learner, does not shy away from complicated or complex projects, and has a big picture vision that helps her easily navigate change which is why I can confidently say, Vickie has excelled all expectations as a Training Specialist! If there's a skill she doesn't have, she'll master it. If there's a need, she'll meet it. If there's a benchmark, she'll clear it. I'm very proud of the work we've done together and am so excited to see where her career goes because I truly believe there's nothing she can't achieve!
Harvey Mbambi
Vickie is by far and away the most hard working I have ever had. Her attention to detail, forward thinking and overall care for her employees allows her to be the marvelous supervisor that she is. Working under leadership afforded myself and others under her team multiple promotional opportunities in less than 6 months time.
Monica Meyer
Vickie's dedication to results, desire to help others reach their full potential, and unmatched problem solving skills made her an excellent addition to our Training Department. She's a VERY quick learner, does not shy away from complicated or complex projects, and has a big picture vision that helps her easily navigate change which is why I can confidently say, Vickie has excelled all expectations as a Training Specialist! If there's a skill she doesn't have, she'll master it. If there's a need, she'll meet it. If there's a benchmark, she'll clear it. I'm very proud of the work we've done together and am so excited to see where her career goes because I truly believe there's nothing she can't achieve!
Harvey Mbambi
Vickie is by far and away the most hard working I have ever had. Her attention to detail, forward thinking and overall care for her employees allows her to be the marvelous supervisor that she is. Working under leadership afforded myself and others under her team multiple promotional opportunities in less than 6 months time.
Monica Meyer
Vickie's dedication to results, desire to help others reach their full potential, and unmatched problem solving skills made her an excellent addition to our Training Department. She's a VERY quick learner, does not shy away from complicated or complex projects, and has a big picture vision that helps her easily navigate change which is why I can confidently say, Vickie has excelled all expectations as a Training Specialist! If there's a skill she doesn't have, she'll master it. If there's a need, she'll meet it. If there's a benchmark, she'll clear it. I'm very proud of the work we've done together and am so excited to see where her career goes because I truly believe there's nothing she can't achieve!
Harvey Mbambi
Vickie is by far and away the most hard working I have ever had. Her attention to detail, forward thinking and overall care for her employees allows her to be the marvelous supervisor that she is. Working under leadership afforded myself and others under her team multiple promotional opportunities in less than 6 months time.
Credentials
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Become a Better Coach for Your Team
LinkedInJul, 2023- Nov, 2024 -
Top 10 Rules for Highly Effective Leadership
LinkedInJun, 2023- Nov, 2024 -
Creating Fun and Engaging Video Training: The How
LinkedInMay, 2023- Nov, 2024 -
Lean Six Sigma Foundations
LinkedInMay, 2023- Nov, 2024 -
Learning How to Increase Learner Engagement
LinkedInMay, 2023- Nov, 2024 -
Onboarding in the Hybrid/Remote Workplace
LinkedInMay, 2023- Nov, 2024 -
Six Sigma: Green Belt
LinkedInApr, 2023- Nov, 2024 -
Using Emotions to Leverage and Accelerate Change: A Guide for Leaders
LinkedInOct, 2022- Nov, 2024 -
Foundations of Corporate Training
LinkedInSep, 2022- Nov, 2024 -
Developing Leadership Presence
LinkedInAug, 2022- Nov, 2024 -
Leadership: Practical Skills
LinkedInJun, 2022- Nov, 2024 -
Negotiation Foundations
LinkedInSep, 2021- Nov, 2024 -
Coaching Skills for Leaders and Managers
LinkedInAug, 2021- Nov, 2024 -
Developing Your Team Members
LinkedInAug, 2021- Nov, 2024 -
Leading and Motivating People with Different Personalities
LinkedInAug, 2021- Nov, 2024 -
Motivating and Engaging Employees
LinkedInAug, 2021- Nov, 2024 -
Texas All Lines Adjuster License
Texas Department of InsuranceMay, 2022- Nov, 2024 -
Non-Residents License Arizona
National Insurance Producer RegistryJun, 2020- Nov, 2024 -
Non-Residents License Nevada
National Insurance Producer RegistryJun, 2020- Nov, 2024 -
General Lines Agent Property and Casualty
Texas Department of InsuranceFeb, 2020- Nov, 2024 -
Non-Residents License Tennessee
National Insurance Producer RegistryJun, 2020- Nov, 2024 -
Non-Residents License Arkansas
National Insurance Producer RegistryJun, 2020- Nov, 2024 -
Non-Residents License New Mexico
National Insurance Producer RegistryJun, 2020- Nov, 2024 -
Non-Residents License Oklahoma
National Insurance Producer RegistryJun, 2020- Nov, 2024 -
General Line Agent Life, Accident, Health and HMO
Texas Department of InsuranceJun, 2017- Nov, 2024
Experience
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Hallmark Financial Services Inc.
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United States
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Insurance
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100 - 200 Employee
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Claims Training Specialist
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Feb 2022 - Present
Developing training curriculum along with job aids, online knowledge base, and training modules to better assist with new hire training. Partnering with Department leaders to assess training needs and identify performance gaps.
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Call Center Supervisor
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Jun 2019 - Feb 2022
Mentors and Coaches department Team Leads, call center agents licensed/not licensed; Monitores agents calls weekly, rate call performance and provides ongoing feedback and support. Created and implemented Quality Trending report month over month, along with Call Center Metric Trending year over year. Revamped agents’ skills and efficiency to maximize call queues. Created and implemented post call Customer Satisfaction Survey to measure Customer Satisfaction Score
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Manager, Call Center Operations
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Oct 2012 - May 2017
Reported to the Director of Call Center Operations and lead a team of 5 operations supervisors, 10 Team Leads, and 100+ call center agents/dispatchers, with oversight of training and quality assurance. Re-hired to improve dispatch center productivity and performance for a major account, AT&T Digital Life. In 5 short months, significantly reduced agent/dispatcher unavailable time from 1523:40.11 to 287:45:47. Increased SLA’s by a substantial amount in 5 months; Customer Care SLA moved up… Show more Reported to the Director of Call Center Operations and lead a team of 5 operations supervisors, 10 Team Leads, and 100+ call center agents/dispatchers, with oversight of training and quality assurance. Re-hired to improve dispatch center productivity and performance for a major account, AT&T Digital Life. In 5 short months, significantly reduced agent/dispatcher unavailable time from 1523:40.11 to 287:45:47. Increased SLA’s by a substantial amount in 5 months; Customer Care SLA moved up from 29.97 to 60.98 Care Customer Escalations Handle time increased from 26.30 to 62.97; Repair Calls elevated from 30.43 to 63.41. Total calls handled also increased from 9,953 to 11,381. Tech support experienced marked improvement. GOS went from below target at 72.10% to exceeding target at 89.00%. Chat volume also increased.
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Supervisor, Call Center Operations
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Jun 2011 - Oct 2012
Supervised Team Leads, call center agents/dispatchers; Monitored agents/dispatcher calls weekly, rated call performance and provided ongoing feedback and support
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Dispatch/Load Manager
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Feb 2004 - Jun 2011
Managed a team of dispatchers, trackers, and routers ensuring excellent installation and service experience for DirecTV customers. Responsible for calendar management and issue resolution.
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Superintendent II
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Jun 2015 - May 2016
Managed a team of 3 supervisors while overseeing the production department for the Verizon account, ensuring that procedures were followed and established performance goals were achieved.
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Supervisor
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Mar 2015 - Jun 2015
Led a team of 35 employees ensuring weekly production and quality goals were met. Successfully turned around and improved quality goal, achieved 1290 against a goal of 2500. Achieved established UPH goal of 19.5. Cross trained, developed, and mentored multiple employees.
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