Customer Service Manager

Leon T. White

***** ***** ****** *****, ******** 68164

Home: 402-***-**** Cell: 402-***-**** *******@***.***

OBJECTIVE

To obtain a leadership or management opportunity with an

insurance, banking, or service organization.

ACADEMIC DEGREE & COURSEWORK

Bellevue University, Bellevue, Nebraska.

Bachelor of Science, Major in Business Administration

Coursework included: Introduction to Research; Business

Communications; Business Accounting; Business Finance;

Marketing Essentials; Management Theory; Organizational

Behavior; Business Economic Theory; Management of

Information Systems; Service Operations Management; Legal &

Ethical Environments

LICENSES & DESIGNATIONS

Insurance: Property & Casualty, Life Insurance &

Annuities, Sickness, Accident, & Health (NE, IA)

Securities: Series 6, Series 63 (NE)

SUMMARY OF QUALIFICATIONS

A highly experienced business, insurance, and customer

relations professional who has demonstrated the ability to

lead diverse teams of individuals to new levels of success in

the insurance, banking, and service industries.

Leadership/Management: Seasoned leader and manager with

over 10 years of experience. Able to analyze statistical

trends, project future needs, and put plans into action.

Strong technical and business qualifications with hands-on

experience in strategic planning, business unit

development, and project and product management. Proven

ability to successfully assess an organization's critical

business requirements, identify deficiencies and potential

opportunities, and develop innovative and cost-effective

solutions for enhancing competitiveness, increasing

revenues, and improving customer service offerings.

Sales/Marketing: Possess the natural ability to identify

target demographics, qualify prospective customers by needs

and deliver consultive presentations. Able to foster and

achieve greater consumer and industry awareness of a

company, its products and its services. Proven track

record of salesmanship with over 10 years of inside and

outside sales experience.

Account Management/Customer Relations: Successful manager

of time and itinerary. Committed to building lasting

customer relationships and referral business by determining

and servicing needs. Posses the ability to deliver quality

customer service through listening and asking the best

questions. Able to project a positive company image and

build long-term business relationships while protecting the

interests of the company.

Communication: Articulate and persuasive as a presenter,

speaker and trainer. Perceptive as a listener. Possess

the necessary poise and credibility to present before key

decision makers. Radiate a contagious enthusiasm. Provide

a viable liaison between diverse disciplines, professions

and support staff.

Computer/Office: Proficient using MS Excel, Word, Access,

PowerPoint, Adobe Acrobat, Adobe PageMaker, and general

office equipment.

PROFESSIONAL HISTORY

2006-Present White Insurance Agency, L.L.C., Omaha, Nebraska

White Insurance Agency is an independent insurance agency

specializing in commercial lines.

Agency Owner

Agency opened up in October of 2006 as a full service

Allstate Insurance agency offering insurance and financial

services.

Successfully managed the day-to-day operations of the

Allstate insurance agency for 3 years. Employed two sales

producers and two administrative support staff.

Developed an innovative marketing plan that generated an

average of $1 million in written premium every year.

Sold Allstate book of business in January of 2009 and

reopened as an independent insurance agent specializing in

commercial lines.

2003-2006 Applied Underwriters, Omaha, Nebraska

Applied Underwriters is a premier worker's compensation and

financial services company.

General Manager, SoutionOne Operations: Reported to the

Director of Operations. Planned, directed, and coordinated

operational activities for SolutionOne, the company's lead

product. Managed a department of 45 employees that includes

7 first-line managers, 8 account managers, and 30 service

specialists.

Measured effectiveness of all processes and provided

timely and accurate reports on the operating conditions of

the department to senior and executive management.

Collaborated with the management team to develop and

implement plans for the infrastructure of systems,

processes, and personnel.

Determined and formulated policies and business strategies

to meet the growth objectives of the company.

1999-2003 Applied Underwriters, Omaha, Nebraska

Customer Relations Manager: Reported to the General Manager.

Managed a staff of 10 account managers responsible for

increasing sales and customer retention.

Recruited, trained, and developed high performing sales

and customer service professionals.

Monitored performance of each functional area of the

department to ensure goals and objectives are met.

Implemented policies and procedures to increase customer

retention and enhance the level of service provided to our

customers.

Monitored customer phone calls for quality assurance.

1996-1999 US Bank, Omaha, Nebraska

Operations Supervisor

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