Manager Customer Service
Resume:
Curtis T. Clingman
Champaign, Illinois 61822
*******@*******.***
Professional Experience
UNIVERSITY OF ILLINOIS Champaign, IL
Inbound Call Center Customer Relations Associate
. Receive/resolv customer issues by phone or department portal
. Dispatch calls to appropriate tradesman for resolution
. Work with J.U.L.I.E scheduling utilities locating
. Utilizing D.O.R when scheduling work requests and obtaining account
information
. Document activity
. Utilize Microsoft office software
HERMES SERVICE & SALES Bloomington, IL
2010- 2012
Warehouse Manager
. Responsible for a $1,000,000 equipment inventory including maintaining
appropriate levels including database management
. Shipping and receiving
. Purchasing negotiation for inventory and vehicles
. Fleet management inspection and maintenance for 21 company vehicles
. Building and equipment Inspection and maintenance
. Delivery coordination to job sites
. Onsite job support
. Assists in developing sales leads
. Development and management of company recycling program
. Supervise Summer employees
. Work with Various tradesmen to resolve customer issues
WILDWOOD INDUSTRIES Bloomington, IL
2008-2009
Supervisor - Furnace Filter Department
. Managed 52 employees through production and packaging of furnace
filters
. Evaluate employees' performance, and counsel staff where needed
. Preparation of daily production and shipping schedules
. Responsible for setting up work schedules, and for effectively meeting
and maintaining daily production goals
. Ensure safety and productivity of employees
STATE FARM INSURANCE COMPANY, Bloomington, IL
1988-2008
Life / Health Superintendent, Bloomington, IL (2006-2008)
. Managed five supervisors and 88 associates including hiring,
establishment and evaluation of performance goals.
. Managed changes for over 1 million life insurance policies
. Increased production 63% in policy assembly and 23% in policy changes
by creating a new work flow and work planning schedule.
. Assisted in managing 23 million dollar budget
. Responsible for department process improvement LEAN design and
implementation for virtual scheduling of work country wide.
. Responsible for maintenance of data systems
. Responsible for site compliance issues to include fact finding, review
and investigation of Agent/Customer complaints to include suggested
resolutions.
. Coordinator of regional Market Conduct Examination
. Assists in planning of various Department Meetings
. Served on the staff of the State Farm LPGA Classic as an onsite
customer relations/marketing manager
. Developed and implemented employee focus groups as a member of the
Zone Communication Council
Life Response Center Supervisor, New Albany, OH (2004-2006)
. Managed 17 employees in a 224-seat call center
. Served as Call Center Manager during absence of current manager
. Managed a virtual team of eight (8) call center employees in Ballston
Spa, New York
. Responsible for employee evaluation and development, budget
development, and agency relations
. Developed and implemented countrywide consistency initiative to align
processes during the consolidation of ten (10) working zones to four
(4)
. Involved in call center budget, forecasting, and workload management
.
State Farm Insurance Companies (continued)
Life / Health Service Supervisor, Newark, OH (1998-2004)
. Supervised the Administrative Processing team and the Policy Changes
Team.
. Responsible for the management and personnel evaluation of 32
employees including virtual team management in Charlottesville,
Virginia
. Developed and implemented process efficiencies that led to a 50%
reduction in handle time for processing policyholder requests and a
35% reduction employee handling of internal file request.
. Developed and implemented of a status tracking system in file request
. Served as an original member of the Regional Diversity Committee
Bodily Injury Field Claim Representative, Lorain and Westerville, OH
(1988-1998)
. Investigation, Liability analysis, Medical Evaluation and Negotiation
of Automobile Accidents utilizing settlement authority of $100,000
. Worked with Attorneys and unrepresented individuals to resolve bodily
injury and property damage claims
. Served as interim Team Manager during office transition
. Served as a primary trainer for new claim representatives
. Worked on Office Budget team
. Served as a claims liaison and presented several seminars on Agency /
Claims relationship to our agency force
. Served in a Catastrophe Assist role when called upon
Insurance Designations:
. Fellow, Life Management Institute (FLMI)
. Associate, Customer Service (ACS)
. Associate, Insurance Regulatory Compliance Products (AIRC)
. Associate, Insurance Agency Administration (AIAA)
Education
Kent State University, Kent, OH
Bachelor of Science, Tele-Communications
Area of Concentration- Journalism
Professional and Community Affiliations
Phi Beta Sigma Fraternity, past Great Lakes Regional Director
Loma Society of Central Illinois
Leadership Lorain County Alumni
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