Customer Service Manager

Steven Keys

**** ********* **** . ******** *****, VA 23456

757-***-**** . abncik@r.postjobfree.com

Objective

To obtain a management position that utilizes my experience overseeing

staff, administering budgets, and meeting or exceeding department goals.

Qualifications

Accomplished senior management professional with solid track record of

success leading high-performance teams to achieve corporate objectives,

resulting in promotions to positions of increased responsibility.

Instrumental in developing and implementing customized personnel training

programs that enable the organization to meet or exceed performance

metrics. Experience mentoring, training, and managing staffs of 150+ while

administering budgets of up to $6 million. Skilled at implementing new

programs, improving customer satisfaction, and reducing employee turnover.

Experience

Geico Insurance, Virginia Beach, VA

Customer Service Manager ? 2006-2008

. Reporting directly to Assistant VP of Claims, managed 17 Supervisors and

140 Customer Service Associates while administering $6 million budget.

. Provided direct management of call center where all first reports of loss

were taken, handling 13,000 calls per mo

. Ensured best practices were followed and achieved proper service level by

mentoring and training staff.

Key Accomplishments:

. Led implementation of new customer service procedures to ensure delivery

of A-level customer service.

. Drove efforts to boost customer satisfaction ratings from 72% to 95%

within 1 year by training every staff member on new customer service

procedures.

. Exceeded file closure goal and met call volume goal.

. Reduced personnel turnover rate from 37% to 20% by hosting "Associate

Appreciation" days and cultivating a pleasurable work atmosphere.

Claims Training Manager ? 2004-2006

. Reporting directly to the Assistant Vice President, supervised 8 Claims

Trainers and administered a $350,000 budget.

. Oversaw 150+ training programs annually and personally conducted several

training classes per month.

. Ensured training material was in compliance with company standards.

Key Accomplishments:

. Ensured 97% of staff met or exceeded the continuing education class

requirements necessary to maintain licensing requirements.

. Implemented and trained 100% of Claims Staff on new Claims Loss Reporting

System prior to its deployment.

. Achieved 98% pass ratio for all new hires entering the claims department

prior to placement on the telephones.

Continuing Unit Manager ? 2000-2004

. Supervised 6 Continuing Unit personnel and administered $3 million

budget.

. Managed serious pending case files including claims in litigation, death

claims, and claims encompassing loss of limbs or fatal injuries.

. Partnered with examiners and internal & external counsel to develop

amenable case resolutions.

Key Accomplishments:

. Maintained a below industry standard average loss payment of $24,000.

Telephone Adjusting Supervisor ? 1998-2000

. Supervised 6 Telephone Adjusters and administered a $1 million budget.

. Managed 800-1,000 small injury claims of soft tissue nature annually.

. Mentored, trained, and evaluated performance of personnel and awarded

merit increases.

Selected Accomplishments

. Promoted into role, meeting or exceeding key performance metrics.

.

. Established mentor program for experienced claim adjusters to enable them

to advance within the organization.

Steven Keys Page 2

Telephone Claims Representative Supervisor ? 1996-1998

. Supervised, trained, and developed 7 Claims Representatives and

administered a $2 million budget.

. Managed 750-850 annual medical claims regarding motor vehicle accidents.

Selected Accomplishments

. Oversaw this new unit of the company, developing customized training

programs for each staff member, none of whom had previous experience.

. Met with each staff member weekly to mentor them, resulting in the group

consistently exceeding metrics for file closure ratio and customer

service.

Training & Skills

Business Management Training

Human Resource (People Soft)

Human Resource Training Classes

Arbitration Forms

Casualty Claims Law Associate (CCLA) Designation

Word, Excel

Education

Kappa Alpha Psi Fraternity

Bachelor of Science in Criminal Justice

Shippensburg University, Shippensburg, PA

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