Customer Service Manager

H. CLARK THYNG

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

Candia, New Hampshire 03034 Home: 603-***-**** . Cell: 603-***-****

VALUE TO AN ORGANIZATION

Proven ability to identify and develop talent and build a successful

business team. Recognized by superiors and peers for outstanding leadership

and interpersonal skills. Flexible and confident in a fluid and fast paced

environment. Expert ability to assess and streamline processes to optimize

customer satisfaction. Identified as a highly motivated, energetic and

dynamic leader able to work as a team member or independently. Strong sense

of humor. Skilled and engaging public speaker.

PROFESSIONAL EXPERIENCE

Bristol West Insurance/Farmers Insurance - Auburn, New Hampshire 1999 -

2010

The standard and nonstandard auto insurance division of Zurich

International.

Senior Branch Manager

. Successfully built and developed a business organization from start-up

phase to an 18-employee operation. Under my leadership this office

passed all quality assurance and compliance audits for 5 continuous

years, reduced costs by streamlining the workflow process, increased

customer satisfaction levels.

. Managed all phases of the operation including: hiring, training and

development of staff, budget creation and implementation, "brick and

mortar" daily business management. Developed short and long term plans

to ensure all phases of business were properly staffed, trained and

budgeted for.

. Reduced complaints by 64% by increasing personalized customer service

and rapid response. This resulted in positive rapport with regulatory

agencies and product end users.

. Achieved the lowest voluntary employee turnover and highest employee

morale rankings in our company. Asked by Human Resources to provide my

unusual methodology and recognition system to them so that it could be

implemented in other offices.

. Commended by my superiors as being one of the leading drivers of a

400% increase in business. Exemplary customer service, sound decision

making and fiscal accuracy was noted.

. Conducted bi-weekly meetings and developed training programs for

staff. Programs included: internal process and procedure, vendor

presentations and subject matter experts. Programs were reviewed and

endorsed by the training department.

Candia Board of Selectmen - Candia, New Hampshire 2001 - 2007

Chairman of the Board

Served two 3-year terms in an elected government administrative/management

position.

. Led in developing and operating within an annual budget of $2.2

million. Prudent financial management returned surplus monies to the

general fund each of my 6 years.

. Spearheaded key projects including building a library, establishing a

federally funded park, building a state district courthouse and

implementing the National Flood Insurance Program.

. Highly refined conflict resolution skills were called upon frequently

to be effective with a wide range of passionate townspeople.

Progressive Insurance - Portsmouth, New Hampshire 1997 - 1999

One of the largest non-standard auto and recreational vehicle insurers in

the United States.

Senior Claims Representative

. On scene investigation and resolution of Property and Casualty

accident claims in New Hampshire, southern Maine and northern

Massachusetts. Specialized in scene investigation and recreation as

well as advanced dispute resolution.

. Proficient in Microsoft Word, Excel, Microsoft Outlook, Lotus Notes,

Cuda, Wrexpert, Accurint, NICB and Choicepoint.

Integon Insurance - Winston/Salem, North Carolina 1993 - 1997

A large non-standard auto and recreational vehicle insurer.

Senior Claims Representative

. Promoted from Claims Representative Trainee to Senior Claims Adjuster

in less than three years. Recognized by superiors for this unusual

achievement.

. Developed and taught motorcycle property damage classes reducing cost

by removing the need for outside vendor services

. Selected to mentor newly hired trainees in an insurance environment.

World Bazaar - Columbia, Missouri

1988-1993

An import retail company

Area Manager/Owner

. Managed six profitable 20,000 square foot and larger stores in two

different states. Developed store policy, safety and procedural manual,

as well as operating and sales budgets. Over 60 direct and indirect

reports.

. Responsible for hiring, training and staff promotion to supervisor and

management levels. Continuous assessment of staffing needs.

. Owned and operated my own franchise 1990-1992. Forecasted inventory

needs, purchased inventory, priced inventory and created displays.

Developed promotions and selected lost leaders. Returned a profit for two

years of my 3 years as an owner.

Thingsville- Columbia, Missouri

1987-1988

A local retail store

. Managed a staff of eight direct reports. Responsible for product display

and inventory. Hired, trained, developed and promoted staff. Granted

purchasing and discretionary spending authority.

EDUCATION

Bachelor of Arts in Psychology

Wartburg College, Waverly, Iowa

Emphasis in Counseling

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