Customer Service Manager

SHERRY KELLY

cc*** Kelly Drive ( Neshanic Station, New Jersey 08853

(h) 908-***-**** (c) 908-***-**** ( *********@*******.***

BUSINESS ANALYST ( LEADERSHIP ( GENERAL MANAGEMENT

Multifaceted manager with experience in strategic planning, diverse

business unit operations, product/service development, organizational

turnarounds, and resource optimization. Profit-oriented with a talent for

people management and creating a culture of performance. Excellent customer

service skills, with the ability to galvanize all levels of the corporate

structure to surpass business goals. Seasoned in call center management,

"results centered" research and proactive problem resolution. Reputation

for policy/procedure upgrading utilizing technology and cutting costs.

Quick learner with a passion for success.

Business Development ( Multiple Business Unit Management (

Market Analysis

Turnarounds ( Cross Functional Team Development ( Staff Motivation ( Peer

Leadership ( Quality Control

Budgeting ( Cost Cutting ( Forecasting ( Operations Improvement ( Database

Management ( Client Relations

Team Development ( Project Management ( Strategic Planning ( Corporate

Compliance ( Negotiations

New Product Introduction ( Procedure Development ( Online Resources

Development ( Workflow Optimization

PROFESSIONAL EXPERIENCE

Professional Services Group - Somerville, New Jersey ( October 2008-Present

Membership October 2009 - Present

Opportunity Center, Co-Chairman 2009

Working with the NJ Division of Labor & Workforce Development - provide job

search support and placement for professionals in transition through direct

contact with companies in the Somerset and Hunterdon County areas.

Notable Accomplishments

. Created and implemented standardized workflow procedures

Maximized efficiencies in the Access database by redefining the

parameters of the program

. Reduced the costs of mass mailing by providing an e-mail option to our

customers

CHUBB AND SON, Whitehouse Station, New Jersey ( 1984-2008

Within the US top 11 publicly traded insurance organizations with +12K

global staff. Annual revenue $2B.

Unit Manager, Underwriting Support ( 2005-2008

Collaborated with Underwriting Center Managers and Home Office on

streamlining workflow, resolving problems and ensuring quality and

scheduling compliance. Supervised 29 highly skilled professionals.

Supervised the Underwriting Support Team in gathering and documenting key

data for decision-making procedures. Identified potential gaps weakening

information integrity. Led the Non-Renewal Unit providing accurate and

timely information on losses, violations and non-compliance. Directed the

CLUE Team utilizing ChoicePoint for CLUE/ADD reports providing the company

with undisclosed loss and driver information, greatly reducing corporate

exposure to risk.

Notable Accomplishments

. Developed an e-mail database for client correspondences, slashing paper

and postage costs for 20K letters/yr.

. Optimized processes and procedures allowing for increased workload and

greater performance.

. Initiated a formal audit program increasing forecasting accuracy and

financial goals being achieved or exceeded month over month.

. Reduced number of letters +50% via standardization of appraisal

correspondence letters.

. Maintained high service standards despite a 50% staff turnover.

. Completed the Texas Auto conversion project ahead of schedule due to

streamlining workflow effectively.

Unit Manager, Research/State Reporting ( 2004-2005

Created the Research Unit and developed online resources to eliminate more

complex tasks from Customer Service Representatives so that they could

focus on agent calls. Spearheaded client relationship development exceeding

expectations and creating long-term customer loyalty. Recruited, hired and

mentored 18 personnel. Partnered with IT and Field Support to define and

report challenges and request system enhancements.

SHERRY KELLY ( Page 2( *********@*******.***

Chubb and Son Cont...

Championed efficient workflows, auditing programs and consistency

standards. Chaired monthly meetings with supervisors to optimize resources

and implement business plan updates. Maintained peek performance during

major acquisitions, utilizing teams to provide customized quote proposals

for separate programs. Collaborated with multiple verticals within

corporate structure including Agency Services, ensuring agent compliance;

and the Actuary Department, dealing with business statistical data. Worked

with numerous state DMVs on licensing and registration issues for

customers. Led the Service Differentiation Team in analyzing client

services, competitive offerings and methods to drive market share.

Notable Accomplishments

. Combined resources with Home Office and IT Division to re-create

policies during Hurricanes Katrina and Rita completing project within 14

days.

. Rocketed revenue post-acquisition $3M in premiums for USAA and $1.2M for

Ivantage.

. Cultivated relationships with high end clientele, administrating key

book rollovers quoting projects.

. Earned title of Senior Customer Service Officer due to performance

excellence, enabling legal representation.

Unit Manager, Processing/Change of Producer Units (Call Center) ( 2002-2003

Reduced waste and optimized resources for the Change of Producer Unit.

Supervised 32 skilled Processing Technicians. Authored a "Helpful Hints"

guide for the agents on corporate procedures and time frames. Drafted and

implemented a company-wide e-mail response template for agents. Oversaw

compliance issues with staff and underwriters ensuring on time delivery of

high quality work. Headed multiple teams that earned monthly quality and

service awards.

Notable Accomplishments

. Eliminated headcount via cross training and gaining efficiencies.

. Resolved a 6 month backlog after hire, bringing the Change of Producer

Unit into full compliance.

. Upgraded productivity and personnel retention via morale improvement.

. Authored and implemented policies cancellation procedures, creating

greater standardization and clarity.

Unit Manager, Texas Unit (Call Center) ( 2000-2001

Administered 18 direct reports, both internal and telecommuting, in an

effort to centralize processing, manual and electronic policies for

homeowners and automobiles within state. Ensured complete compliance on

legal forms resulting in issuance. Established positive relationships with

field representatives resulting in improved performance and compliance.

Notable Accomplishments

. Spearheaded the Texas Homeowners Mold Remediation project involving

weekly mail merges, sending and receiving mold forms requiring the

insured's signature.

. Co-led the Monoline Service Improvement an upgraded system for

processing electronic automobile policies.

. Led team in winning monthly quality and cross-sell contests.

. Saved overhead by reducing staff via effective cross training.

** ** **

EDUCATION

Health Information Technology - Raritan Valley Community College May 2010

- Present

Bachelor of Arts ~Business and Textiles - University of Central Missouri,

Warrensburg, Missouri

PROFESSIONAL MEMBERSHIPS

Professional Service Group, 2009 - 2010 Membership

2008 - 2009 Co-Chair Opportunity Center

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