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Customer Service Manager

Lewisville, Texas, 75077, United States
May 23, 2010

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*** ***** *** ? Highland Village, TX 75077

(214) ***-**** ?


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.




(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


. 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



OPERATIONS MANAGER, TWG Insurance, Colleyville, TX (August 2004 - July


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


. 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.



BACHELOR OF ARTS, University of Texas at Austin, 2002

Property & casualty insurance license, current

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