Customer Service Sales

Elizabeth Garris

FLMI, PCS

**** ********** ***** **** :786-***-****

Miami, Fl 33189

Cell :786-***-****

E-Mail : abhwtl@r.postjobfree.com/abhwtl@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

I HAVE MANAGERIAL, QUALITY CONTROL AND

SUPERVISORY EXPERIENCE GLEANED FROM RESTAURANTS

AND INSURANCE COMPANY CALL CENTERS. I'VE SOLD

CREDIT LIFE, HEALTH AND DISABILITY INSURANCE

PRODUCTS ALONG WITH PROPERTY AND CASUALTY

PRODUCTS. IN ADDITION, I HAVE ACQUIRED MY FLORIDA

STATE LIFE AND HEALTH LICENSE (2-15) AND MY

PROPERTY AND CASUALTY LICENSE 2-20). I ALSO

STUDIED FOR AND OBTAINED 7 ADDITIONAL DESIGNATIONS

IN INSURANCE AND CUSTOMER SERVICE. I CURRENTLY AM

A SR. TRAINER/QUALITY IMPROVEMENT SPECIALIST. I AM

A SUMMA CUM LAUDE GRADUATE OF BARRY UNIVERSITY

WITH A MAJOR IN PROFESSIONAL ADMINISTRATION.

WORK EXPERIENCE

2009-PRESENT

Assurant Property Solutions Miami, Florida

Sr Trainer/QA Improvement Spec. Direct Sales Team

Create and train all aspects of a major sales

line-mobile home insurance.

Create and administer certifications for Mobile

Home Program

Evaluate, coach and score 38 agents

2005-2009

Assurant Property Solutions Miami, Florida

Quality Supervisor-Direct Sales Team

Create and administer all aspects of quality

program, including quality call criteria and score

cards.

Monitor, coach and train up to 30 agents

Create training and certification materials

Create Quality Manual and Dictionary

Research for Underwriting, Billing, Customer

Service, & Special Investigations Units for

Insurance complaints

Create and administer gift card incentive program

2002 - 2005 Assurant Group/Assurant Specialty

Property

Supervisor-Direct Sales Team - 2003-2005

Supervise up 14 sales representatives.

Responsible for attendance, payroll, discipline,

coaching, conducting team meetings, monitoring and

correcting call volumes and service levels between

Miami and Oklahoma by using multiple

computer/telephone systems.

Responsible for maintaining employee files for

attendance, sales retention, mission (time spent

on the phone), quality and other performance

indicators.

Responsible for team performance reviews.

Responsible for taking escalated calls and

entering them in the Escalated Call Log required

by state compliance regulations.

2000-2002 - Assurant Group

Quality Assurance Coordinator

Monitor and coach Regular Lines and Sales

Retention representatives for correctness of form

and legal content of oral presentations.

Work with Supervisors to improve quality.

Conduct monitoring sessions with major clients

such as GE Capital, Chase and Bank One and

Discover.

Analyze insurance and debt deferment programs

Create test questions in order to certify

representatives for phone suitability.

Train classes in insurance programs that were

offered to customers of GE Walmart and Federated

Stores (Burdines, Macy's, etc).

Create certifications and scenarios for our

Lawton, Oklahoma site as well as for Miami.

1999-2000 - Assurant Group

Regular Lines CSA

Took an average of 100 calls daily from the

customers of over 300 retail and banking clients

Explained the terms and conditions of insurance

policies while selling mortgage, term life,

accidental death, and property and casualty

insurance.

Quoted rates, filed applications, addressed

envelopes and inserted the proper advertising

pamphlets.

Taped enrollments into legally binding contracts.

Extensive paper work and problem solving

techniques.

Awarded Customer Service Agent of the year for

1999.

1998-1999 - Assurant Group

Retention CSA

Accepted inbound phone calls from customers of

several Clients. (Chase, Discover, First Card)

Provided customer service (change of beneficiary,

explanations, clarifications) and attempted to

retain the account.

Team leader in sales

1991 - 1998 Redland Golf & Country Club

Homestead, Florida

Asst. Mgr. - Food and Beverage

Extensive sales of banquet facilities; menu

planning, billing and execution of functions.

Scheduled and supervised staff of 12. Responsible

for inventory, food and beverage ordering and

securing premises and proceeds.

Also included tending bar, serving food and

running the cash register when needed.

Education

Barry University 2005

Miami, Florida

Bachelor Science Summa Cum Laude

East Side High School

Newark, New Jersey

General Business Courses

LOMA (Life Office Management, Inc)

Atlanta, Ga

FLMI (Fellow, Life Office Management, Inc.)

PCS (Professional Customer Service)

computer skills

Lotus, Lotus Notes, MS Excel, Word and Works

Credit Card Database System (Web Access)

NICE Supervisor System (a silent Monitoring System

that monitors both audio and video performance of

representatives).

Mainframe Customer Information System (Database of

insured customers)

MS Power Point Used extensively in Graduate Work

and Personal Team Work

Call Center Commander (3CS) System that monitors in

real time service levels in the Miami Call Center

Avaya CenterVu System that monitors service levels

in Lawton, Oklahoma Call Center and Miami Call

Center

ATT Systems that allow the transfer of calls from

one state to another.

certificates & Licenses

Florida Dept. of Ins. License - Life, Health &

Variable Annuities D005766

Florida Dept of Ins. License - General Lines (Prop

& Casualty) D005766

Florida Food Manager Certificate 960***-*****

Two time winner "Operation Appreciate"-American

Banker's Excellence in Customer Service Award

Community activities

Past member and office holder of Homestead Chapter

of American Business Women's Association.

Past activities include sole ownership of Dawn TV;

a short stint as magazine editor; and cartologist

for NOAA (Rosensteil Institute)

Volunteer at Holy Rosary Home for Abused Children

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