Customer Service Project Manager

REBECCA DIETZ

**** **** *****, ******** ***** 214-***-**** rebeccajd@sbcglobal.

***** ***

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Management Profile

Insurance and Financial Team Leadership and Operations oversight

Services Training

[pic]Innovative and highly accomplished professional with over 20 years

experience in administration management, insurance and call center

operations. Proven ability to quickly analyze key business drivers and

develop strategies to improve efficiency and quality while growing the

bottom line. Exceptionally organized with well developed interpersonal

skills and the ability to motivate and direct others in a supportive,

cooperative team environment. Offering business administration expertise,

integrity and proven ability to create successful outcomes in diverse work

environments.

Professional Objective

Position as an Administrative Services Manager, or comparable position,

where I can maximize my years of progressive, managerial experience.

core competencies

Team Leadership and Operations Management Policy and Procedure

Training Administration

Time and Behavior Driving Process Training and Curriculum

Management Improvements Design

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Professional Experience and Achievements

Administration Manager

Optimum Reinsurance Company - 2007-2010

(A subsidiary of Optimum Group Inc.; offering life reinsurance services to

over 160 small to large size insurers.)

Key Achievements:

. Increased department production by 50% within 6 months

. Championed team through successful back log reduction

. Developed and implemented inventory control process to help reduce

service response time and accessibility

. Improved processing accuracy by 10% thus reducing costs and improving

the bottom line

Account Manager-Special Services Division

Capital One Auto Finance - 2006-2007

(An industry leader offering conventional auto loans and refinancing

products.)

Key Achievements:

. Prevented charge off on all assigned accounts through negotiation of

payment or repossession of collateral

. Formed strategic alliances with customers, dealers and service

agencies to positively resolve delinquencies

. Demonstrated ability to utilize all resources in tracking location of

account holder and/or collateral

REBECCA DIETZ Page 2

Director of Customer Service

CLA Estate Services, Inc. - 2002-2006

(A national, estate planning and financial services firm.)

Key Achievements:

. Developed customer retention program that resulted in $500,000 annual

sales revenue

. Increased agency commissions by 61% by implementing procedures to

facilitate liquidation of accounts

. Solidified new client sales by 30% through implementation of total

quality program

. Enhanced communication between home office, agents and attorneys

through development of web based communication tools

. Recruited and strategically aligned with Estate Planning attorneys

providing legal services to firm's clients

Senior Trainer-Project Manager

AEGON Direct Marketing Svcs, Inc. -1998-2001

(Formerly JC Penney Direct Marketing Services, a direct marketer of life,

accident and health insurance.)

Key Achievements:

. Developed and facilitated web based and instructor led training

programs for corporate office and 6 vendors

. Acted as technical writer and trainer on project team that developed

and implemented training programs used for international site start-up

and core system conversion

. Facilitated new hire and continuing education training for 150 seat

call center

Call Center Supervisor

AEGON Direct Marketing Svcs, Inc. -1994-1998

Key Achievements:

. Led team that consistently exceeded departmental goals for

productivity and quality

. Acted as department's Legal Liaison by responding to State Board of

Insurance and Attorney General consumer complaints

. Served as subject matter expert in cross functional work team handling

mergers and acquisitions and core system conversion

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technical SKILLS

Microsoft Office; Excel, PowerPoint, Access, Information Mapping, Snag it,

EDUCATION

University of Texas-English & Art

PROFESSIONAL DESIGNATIONS

Life Office Management Association courses

Obtained Designation; Associate of Customer Service

Contact this candidate