JACKLYN L. DORMIRE
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*** ***** *** ? Highland Village, TX 75077
214-***-**** ? abmryx@r.postjobfree.com
EXECUTIVE SUMMARY
Dynamic, motivated and driven insurance executive providing solutions in
operations, customer service, and risk management. A team builder and
decision maker that helped a successful start-up personal lines insurance
agency grow from 5 employees to over 60 employees in less than 5 years.
Proven ability to successfully develop innovative and cost-effective
solutions for enhancing customer service and ensuring compliance.
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PROFESSIONAL EXPERIENCE
DIRECTOR OF OPERATIONS & PARTNER, TWG Insurance, Colleyville, TX
(July 2007 - July 2009)
As Director of Operations, presided over general operations, including risk
management and all document verification of over 20,000 policies in force.
Tracked, reported and analyzed customer service and compliance metrics with
7 direct reports. Implemented directives with 4 directors and 7 sales and
customer service managers to correct and optimize business methods and
customer service. Met weekly with customer service managers to provide
feedback and ongoing guidance in their professional development. As a
member of the executive management team, met with insurance carrier reps to
review company's underwriting audit results to improve carrier
relationships. Provided personal customer service to high net worth
clients and VIP's. Reported directly to CEO and COO.
Selected accomplishments:
. Reduced company risk by 45% decreasing company's exposure to errors
& omission liability
. Improved customer service metrics by 115% based on audit results
. Improved speed of answer rate from over 9 minute hold times to
under 2 minutes by utilizing the Operations team as an overflow to
Customer Service
. Led ultra-lean Operations department by streamlining work processes
and obtained 100% positive 360 feedback on management skills from
subordinates
. Obtained lowest departmental turnover rate in the company
. Consistently increased output within Operations while reducing
headcount, saving $90K annually in my department alone
. Named partner in 2008 for excellent performance
. Selected by CEO to represent company at Safeco/Liberty Mutual
winner's conference in Lanai, Hawaii for outstanding performance
JACKLYN L. DORMIRE 2
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OPERATIONS MANAGER, TWG Insurance, Colleyville, TX (August 2004 - July
2007)
Hired as the first Operations Associate/CSR and was responsible for all
customer service and document verification for over 10,000 policies in
force. Founded the Operations Department and hired and trained all new
Operations Associates and had 3 direct reports. Hired and trained new
Customer Service Representatives and co-founded the Customer Service
Department. Implemented and formalized training program for Customer
Service Representatives and Operations Associates. Worked with IT to
create audit reports which measured customer service levels and errors &
omissions liabilities. Reported directly to president and CEO.
Selected accomplishments:
. Promoted to manager after one year of employment for excellent
performance
. Led service standards training with all new hires
. Designed automated phone answering system with IT, including call
flow chart resulting in improved customer service and increased
efficiency within the company
. Spearheaded mandatory risk management training for agent and CSR
staff and designated by the state as an approved course facilitator
. Successfully performed first company-wide audit for entire agency
book, reflecting agents and CSRs that required more training,
improving overall customer service
CUSTOMER SERVICE REPRESENTATIVE, Music in Motion, Plano, TX (April 2004 -
July 2004)
Answered client inquiries and provided general customer service for
educational music products.
ASSISTANT INSTRUCTOR OF ENGLISH, Lyc e H telier de Gascogne, Bordeaux,
France (October 2003 - April 2004)
Held written and conversational English classes for over 200 students,
ranging from ages 14-22 at a tourism and culinary school.
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EDUCATION & LICENSES
BACHELOR OF ARTS, University of Texas at Austin, 2002
Property & casualty insurance license, current