Customer Service Manager
Resume:
Consuelo Trujillo
**** ***** ***** **** ****************@*******.***
1018S Cell: 505-***-****
Albuquerque, NM 87114
Operations Manager with the ability to create success driven by growth and
superiority through the implementation of key projects.
Talented, results-producing Business Professional; adept at communicating
and providing support to superiors, team members, and external firms to
coordinate initiatives to achieve organizational objectives.
Areas of Expertise
Strategic Management Operations Research & Teambuilding &
Statistical Analysis Scientific Mgmt. Training
Front-End Supervision Financial Management
Professional Experience
Northern Insurance, Inc. - Santa Fe, NM 5/08 to Present
Operations Manager, 5/08 to present
Promoted to Operations Manager position to lead, build, and guide top-
performing business strategies to increase production and profitability.
Provide research and prepare data that provides analytical information to
the Agency Principal for decision making as well as maintain highly
sensitive and confindential data. Manage front-end operations to ensure
friendly and efficient protection reviews, policy issuance and overall
customer service.
Contribute to short and long-term agency planning and strategy as a member
of the management team.
o Organize work activities with account executives and supervisors
to set goals for the team and monitor task completion.
o Manage and increase the effectiveness and efficiency of support
services as well as coordinate and communicate between support
and business functions
o Develop and comply with financial budgets/expense tracking and
objectives within several work areas.
o Recognize and recommend changes to processes to obtain
organizational goals and objectives.
o Recommend and implement advancement and improvement to
procedures and to the overall organization and staff members.
o Improve operational systems and procedures in support of the
organization's mission, i.e. management reporting, information
flow and management, business process and organizational
planning.
o Led initiatives to continue a paperless automated agency
environment and a superior technologically advanced agency.
o Supervise and coach agency staff on a weekly basis developing
tracking performance measures.
o Handle customer complaints and service escalations
Create success driven by growth in targeting markets through implementation
of key projects.
Coordinate meetings, events, travel, meetings for Agency Principals and
selected staff.
o Manage and attend meeting, prepare meeting material, and
communications.
o Maintain organization records, files, manuals, and other
biographical information and documentation including company
website.
Solid leadership skills; able to build and guide top-performing business
strategies to increase profitability and earning potential goals to achieve
insurance carrier's bonus programs.
o Directed policy conversions and book rolls of several carriers
which include Colonial General, American Modern, Safeco, Great
Northwest, Allstate, Progressive, and Allied to place policies
in a more profitable market for the agency and its producers.
Earned Agency significant bonuses through these initiatives.
o Directed and gave support to marketing initiatives to increase
the production of life and health policies as well as pre-paid
legal insurance to enhance customer lines of business count to
boost customer retention.
Recommend and implement advancement and improvement to procedures and the
Agency Management System (AMS 360) to improve documentation in a paperless
environment and work flow.
Process monthly commission statements and receivables to generate producer
payroll reports
Account Manager, 08/06 to 5/08
Primarily functioned as an Account Manager in the Personal Lines area but
also possess the skills and knowledge in the area of commercial insurance.
Responsible for client communications, resolution of conflicts and
maintenance of their client account.
Deliver excellent customer service by responding promptly to inquiries and
concerns from clients.
Gained new business by identifying and utilizing opportunities in the
market.
Ensuring credibility with clients by maintaining detailed knowledge of
current products and marketing conditions.
Consulting on the most effective coverage for a particular need and
considering a number of factors to satisfy client needs.
Increasing profitability of existing product lines by encouraging clients
to use added value services whenever possible.
Working with underwriters to amend policies where necessary in order to
meet client demand.
Producing marketing literature and website material to support marketing
initiatives.
The Trujillo Agency - Las Vegas, NM 5/01 to 7/06
Customer Service Representative, 5/01 to 8/08
Served as administrative assistant to insurance agents while maintaining
service to customers. Maintained agency management system, customer
billings, mortgage company requests, customer records, and Insurance
company correspondence. Customer requests such as, policy endorsements,
renewals, and maintenance. Provided training for new employees on insurance
programs, company websites, and other general handlings with the insurance
companies. Selected Contributions:
Secured the nomination of representing agent for several insurance
companies.
Reconstructed agency management system to include second branch of business
as well as increased efficiency in maintaining client records.
Education and Training
Bachelor of Business Administration with a Concentration in Management May
2008 ( New Mexico Highlands University - Las Vegas, NM, USA
Bilingual in Spanish, with 6 hours of education lacking in the attainment
of a Bachelor of Arts in Spanish.
Related Coursework
Financial/Managerial Accounting Strategic Management
Technical Writing
Financial Management I, II Statistical Analysis for Business
Business Ethics
Organizational Leadership MicroComputer Applications in Business
Business Law
Operations Research & Scientfic Mgmt Project Management
Intn'l HR Management
Personnel Practices & the Law HR Management
Insurance Training
Notary Public
Licensed Insurance Agent, Property & Casualty
E & O Risk Management
Skills
Excellent Computer Skills and Proficient in various computer applications:
Excel, Microsoft Word, Publisher, Access, Powerpoint, Outlook, MS Project
References
Angela Trujillo-Garcia, Marketing Manager
Mountain States Insurance
5051 Journal Center Blvd. NE
Albuquerque, NM 87109
Past Supervisor - The Trujillo Agency
Kris Martin
Safeway Insurance
Ernesto Salazar, SVP- Chief Credit Officer
Community 1st Bank
517 Sixth Street
Las Vegas, NM 87701
505-***-**** x1033
*Additional references available upon request.
Contact this candidate