Customer Service Project Manager

Joanne Dieck 631-***-**** (h) 516-***-**** (c)

*** **** *******,

Lindenhurst, New York 11757

My perfect job: Utilizing my vast experience, helping to assist in

creating a team of service professionals through superior training,

guidance/mentoring/ and teamwork.

Work Experience

Quality Assurance Analyst/Project Manager 08/06 - 12/09

Aviva Life and Annuity Co. of NY, Woodbury, NY

. Conduct internal audits and quality assurance reviews in the areas of

regulatory/compliance, new business, claims, policy service,

licensing/commissions.

. Project Manager for NYS Regulatory issues

.

Manager, Specialized Client Services/General Accounting 9/02 - 02/06

Bankers Life Insurance Company of NY, Woodbury,

NY (Aviva)

. Manage daily activities and work flow of 10-25 customer service

representatives

. Conduct interviews, hiring, training, handle personnel issues, annual

performance reviews

. Review/analyze ACD phone activity reports (abandon rates, service

levels) and act upon trends, service standards.

. Review service levels of incoming service requests within an imaged

workflow system

. Resolve escalated phone calls

. Respond to Insurance Department complaints, assist legal dept. with

documentation for other complaints and inquiries

. Lead two teams during system conversion/transition of administration

for over 180,000 in- force contracts/policies

. Strategic Relationship Manager to 30 joint venture companies,

managing daily processing, and providing detailed reports of each

block of business

. Member of IVR (voice response) team, assisting in the set-up and

testing of system

. Monitor accounting suspense accounts and delegate to keep within

company standards

. Document/submit production issues and system enhancement requests to

IT department Test and validate outcome utilizing test plans, test

cases

. Create training documentation for new processes/procedures

Customer Service Trainer II

03/02 - 08/02

Worldcom Wireless, Uniondale,

NY

. Facilitated 15-day new hire (avg. class size 40) and continuous

training sessions

. Created continuous training curriculum

. New hire evaluations reported to new hire supervisor

Joanne Dieck 631-***-**** (h) 516-***-**** pg 2

Training Manager

10/00 -07/01

GE Financial, New York,

NY

. Trained new hires on products/procedures (6-week program)

. Supervised new hires and reported new hire/training appraisals to

management

. Created process maps and phone monitoring/recording scripts for

Quality Assurance

. Scheduled/trained all operational employees on quality phone

monitoring procedures

. Developed and implemented quality check list for application review

process

. Rolled-out new products and procedures to all operational employees

. Maintained on-line procedure manuals

. Maintained budget for all training equipment, software, supplies

Supervisor, Customer Service

3/91-10/00

William Penn Life Insurance Company of NY, Garden City

. Supervised and delegated work flow (10 -15 service representatives)

. Interviewed potential staff members

. Trained staff for phone inquiries and service procedures

. Scheduled/facilitated refresher training classes

. Scheduled phone staff for efficient coverage of inquiries

. Daily phone reports to AVP, Administrative Services

. Managed unapplied balance accounts according to company standards

. Created on-line help manual for policy service and claims departments

. Member of New York State Insurance Department complaint committee

. Implemented Trans Union software to obtain current billing address in

order to increase renewal premium revenue and decrease re-mailing

costs

EDUCATION

Nassau Community College

LOMA certifications: Associate,

Customer Service

Associate, Insurance Agency Administration

Recent Seminars: Customer Service Excellence,

Managing Emotions Under Stress

Licenses: Life, Accident,

Health

References available upon request*

Contact this candidate