Customer Service Manager

M au reen Emke

**** ******** **** **.

Sarasota, Fl 34243

Home 941-***-****

Cell 941-***-****

******@*****.***

SU M MARY

A high-energy, enthusiastic and dependable individual who excels in challenging and competitive

environments. 9 years of increasing responsibilities in the Commercial Insurance industry along

w ith 6 years in the PEO industry. Developed lucrative business relationships with agents and

clients. Over 30 years experience in various degrees of bookkeeping, accounting and general

office procedures.

EXPER I ENCE

FCC I I nsurance Group - Sarasota, Florida

P remium Audit Technician/Auditor, 2002 - 2011

Reviewed, approved and processed final premium audits for all auditable lines of business.

Worked directly with agents and policyholders to evaluate audit disputes, determine appropriate

resolutions and communicate results. Complete knowledge of NCCI/ISO/PAAS manual content

a long with special state audit-related rules and statutes. Full knowledge and understanding of

t he classification system and class code descriptions. Analyzed complex audit issues and

developed intelligent / logical solutions, along with the ability to defuse hostile situations while

maintaining a balance of empathy and resolve. Acted as an on-the-job t rainer and mentor for

new employees. Managing a high level of professionalism in an ever changing atmosphere while

m ulti-tasking priorities.

S taff Leasing I nc. – Bradenton, Florida

Team Leader, 1995 – 2001

Detail-minded, with a good eye for balance and organization, who received rapid promotions by

consistently obtaining results which exceeded expectations. An overall knowledge of accounting,

computer programs and all aspects of payroll enabled me to design custom spreadsheets for

i nternal use as well as for clients. Developed and implemented new strategy for clients that were

earmarked as critical. This enabled and assisted managers to pinpoint the t raining needs of

t heir employees, while continuing a high level of accuracy for our clients. H ighly organized with

a ttention to detail and ability to service multiple tasks simultaneously. Scheduling of 20 team

members to ensure that productivity and customer service was maintained at a high standard.

Retained and encouraged customer loyalty through the courteous and efficient resolution of

d isputes, complaints, and discrepancies.

Albertson’s I nc. – Bradenton, Florida

F ront End Manager, 1991 – 1995

Responsible for scheduling of employees based upon projected sales and t rends. Monitor and

d irect all cashiers and service clerks, oversee security and balancing daily cash receipts.

A pproval of checks and management assistance. Attended management-t raining seminars for

f uture career advancement.

SGS Control Services I nc. – Ca r teret, New Jersey

Asst. Payroll Supervisor, 1984 – 1988

Responsible for calculating over 250 field inspector’s timesheets, using the “Chinese overtime”

method. Entering all data on ADP worksheets, while job costing on an in-house system. Mailing

checks all over the Uni ted States. Preparing all quarterly and year end payroll tax returns.

M anual checks as needed. All petty cash t ransactions, all wire t ransfers to payroll accounts.

Calculating and preparing all year-end bonuses.

E D UCAT ION

Rahway H igh School, Rahway, New Jersey

1978

Union County College General Business Courses

Manatee Community College, Bradenton, Florida

1997

Excel I, I I & I I I

MS Word I & I I

Power Point I

Continuing Education

Excel Data Management

Diversity Awareness

7 Habits of H ighly Effective People

4 Roles of Leadership

Leadership Essentials

Who Moved My Cheese

Keysoft Coordinator

R EFERENCES

Available upon request

Contact this candidate