Customer Service Human Resources

Stacey A Pickering

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

Gretna, NE 68028

402-***-**** home 402-***-**** work

abjmxi@r.postjobfree.com

Nationwide Insurance May 2001 - Present

Personal Lines Processing Center

Property and Casualty Processing Supervisor

October 2005 - Present

. Supervise up to 20 direct reports

. Accountable for productivity and quality measures, service level

agreements

. Hiring and interviewing new team members

. Development of direct reports through team meetings, monthly one-on-

ones, coaching and using the disciplinary process

. Assign, monitor and evaluate work and recommend changes/improvements

to existing procedures and guidelines

. Supervise the resolution of complex problems in the Remarketing and

Processing areas and provide management with updated reports as

required

. Communicate regularly with regional partners, staff/product support,

human resources, agents and associates to achieve customer service

expectations

. Successfully implemented an action plan to introduce a new quality

program and improve quality of the department

. Worked on several projects and initiatives in 2009 and 2010

Personal Lines Processing Center

Training Coordinator

September 2002 - October 2005

. Created new guidelines and procedures for worktypes and projects

. Trained, mentored and conducted quality reviews for new hire and

tenured associates

. Utilized Excel spreadsheets to sort projects and communicated the

status of those projects to supervisors and managers regularly

Personal Lines Processing Center

Personal Lines Processing Technician I

May 2001 - September 2002

. Coded and recorded assigned new business and changes (coverages,

amendments, cancellations) to existing policies and keyed new business

policies

. Corrected errors that result from own coding, underwriting and or

agents input

. Identified missing policy information and if necessary contacted

agents and underwriters to secure the needed information

Lincoln Correctional Center August 1999 - May 2001

Correctional Officer

. Supervised inmates in a wide variety of situations and activities

. Prepared documentation such as incident reports, misconduct reports

and logs

. Operated security equipment

. Recognized critical behavior and gave quick problem solving techniques

. Followed written directives

. Supervised compliance with safety, sanitation, health and personal

hygiene standards

. Distributed inmate mail and medication

Accomplishments/Activities

United Way Co-Chair in 2007

United Way Chair in 2008

Values Team Leader in 2006

Community Committee Leader in 2007 - Responsible for Relay for Life, Breast

Cancer Walk, Thanksgiving Food Baskets for the People's City Mission,

Christmas Gifts for Lancaster Manor, Cedar's and Toys for Tots

Education

Associates of Applied Science

Southeast Community College, August 1999

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