Customer Service Project Manager
Resume:
Craig A. Saurer
New Albany, OH 43054
*********@*****.***
Objective To obtain a leadership position in a call center environment
where I can leverage my extensive experience and expertise to
improve productivity and quality of customer service.
Qualifications 16+ years of Leadership Experience
8 years of Call Center Management
Excellent Relationship Management Skills
Effective Project Manager
Proficient at Budget Management
Committed to Exceptional Customer Service and Satisfaction
Experience State of Ohio, Department of Insurance Columbus OH
11/2007- 12/2009
Assistant Director
Manage Consumer Affairs Division of 37 analysts and 6
supervisors. Responsible for complaint resolution, public
outreach and speaking events, senior health insurance
information program.
Average number of calls handled improved from 1.3 to 2.0 per
hour
Exceeded goal on turnaround time for complaint resolution
Led successful phone system upgrade
Implemented quality assurance program
Increased money recovered on behalf of consumers by nearly $2
million
Assurant Specialty Property Springfield OH
09/2007- 11/2007
Operations Manager II
Manage Loss Drafts Division of over 40 analysts, 2 managers
and 4 supervisors. Responsible for client relationship
management; quality, productivity, customer service and
timeliness of managing loss drafts distribution.
Cross trained processors
Improved productivity and time service
Nationwide Insurance Columbus OH
01/1987 - 09/2007
Claims Call Center Manager
05/1999 - 09/2007
Manage division of over 80 associates and five supervisors.
Led staffing, schedule changes, time off and extra hours for
+200 associates.
Unit results 5% better than center in Adherence and Average
Handle Time
Developed $9 million budget, did monthly variance reports
Built strong relationship with PA and NY field claims
operations
Led Specialty Unit consolidation, transitioned four units to
one
Improved quality and productivity for Specialty Unit
Innovation lead for four call centers "Great Ideas" initiative
Quality Assurance Coordinator
08/1996 - 05/1999
Developed and implemented Quality Program to measure technical
skills of associates
Increased quality over 15%
Provided foundation for formal New Hire Training program
Created quality team and MBOs for measuring loss report
quality
Live Wire Coordinator
07/1993 - 08/1996
Managed over 20 customer facing associates for quality,
productivity and customer service
Effectively led the centralization of 13 call centers into 2
locations
Improved service level from 80/20 to 90/10
Efficiently managed the Casualty Claims operations in Dublin
for 3 months
Claims Representative
01/1987 - 07/1993
Settled liability claims face to face, maintained low pending
and loss adjustment cost
Integral member of the pilot program for decentralization of
claims handling
Settled claims for property, auto, liability, commercial, some
large losses
Education Western Michigan University; BBA Marketing, Psychology
Organizations Ohio Help Me Grow Advisory Council member
Help Me Grow Public Awareness Committee Co-Chair
Mid Ohio Food Bank Volunteer
United Way Co Chair
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