Customer Service Care

Robert Mathis

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

530-***-****(home)

530-***-**** (cell)

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Objective

Seeking a challenging position that will utilize my processing and

analysis, training, and supervisory skills to their full potential. An

attentive and process oriented business analyst with over 10 years

experience in the retail and insurance fields in California.

Experience

California State Automobile Association (AAANCNU)

2002- 2009 Quality Analyst

. Performed analysis in all AAA offices including California, Nevada and

Utah to ensure that employees were following all policy and produces

that provide outstanding customer service

. Created curriculums and trained employees on new and existing

procedures.

. Collaborated with Branch offices and main office in the enhancement of

policy and procedures that helped streamline communication and

efficiency

. Used Microsoft Word and Excel on a regular basis.

. Created scheduling tool for 12 employees that reduced costs and

provided extensive coverage of all offices.

1996 - 2002 Project Team Member

. Core team member in the creation of a "Customer Care" computer program

to improve frontline customer service

. Consulted in the development of training materials for the first

introduction of new Customer Care program

. In class and on-site trainer for implementation of new Customer Care

program.

. Collaborated with training and development to create of a on-line

membership application.

. Consulted with multiple business partners to create profitable new

business channels to enhance customer service.

1997 - 1999 Call Center Supervisor

. Created and maintained a schedule for a team of 14 employees to

enhance customer service coverage.

. Trained a 14-member team on all new policy and procedures in auto and

property and casualty insurance products.

. Created incentive programs for employees.

. Responsible for all work reviews and employee follow-ups for all 14

team members

. Involved in interviewing and hiring of new employees.

EDUCATION

Company Sponsored Classes:

Working with Difficult People Train the Trainer

Conflict Resolution

Point Loma Nazarene University

Bachelor of Arts degree in Business Administration/Economics

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