Customer Service Manager

Kathleen Bjorke

**** * ***** ******, ***********, MN55437 Tel: 952-***-**** - ***********@*******.***

Personal Statement

Sales and production manager with over 20 years of success throughout the financial and health care industries.

Exceptional communicator with strong negotiation skills, exceptional problem solving abilities and a keen client

needs assessment aptitude. Aggressively able to identify opportunities, develop focus and provide tactical

business solutions.

Throughout my career I have been helping companies make a difference. By leadership, integrity, motivation and

exceptional communication.

Career Objective

A position of responsibility and trust where my dedicated work ethic will provide a strong contribution and afford further

opportunities for advancement.

Account Development/Acquisition Target Marketing & Penetration

Production Team Training/Supervision Inventory Distribution Control

Client Relations Policy Formulation/Process Improvement Sales

Presentations Closing Sales

Client Negotiations

Work Experience

State Farm Insurance Eden Prairie, MN (November 2008-Present)

Agent Team Member

Working with the Agent/Owner to facilitate the education and sales of insurance products including home, health,

life, auto, and bank products.

Minnesota State Insurance License for Property and Casualty

Minnesota State Insurance and Health License with approved Long Term Care

Help clients choose insurance policies that suit their needs

Work with individuals, families and businesses

Prospect for new clients and service existing clients

Assist in developing an auto marketing plan for the agency

Create and facilitate auto product presentations to potential and existing clients

Marketing and Sales events

Member of the Business Networking International Group

New York Life Edina, MN (March 2008 –November 2008)

Sales Agent

Utilize the power and resources of a Fortune 100 company to develop a Financial Foundation Strategies and

introduce the clients to an almost unlimited number of insurance and financial solutions to reach one or more of their

financial goals.

Minnesota State Insurance and Health License with approved Long Term Care

Help clients choose insurance policies that suit their needs

Work with individuals, families and businesses

Prepare reports and maintain confidential records

Prospect for new clients and service existing clients

Assist policy holders settle insurance claims

Offer clients comprehensive financial planning services (retirement planning, estate planning, pensions for

business)

Follow State compliance laws and Company compliance rules

Marketing and sales events

Financial Recovery Services Edina, MN (February 2003 -March 2008)

Production Manager

Manage a collection floor (consisting of 5 teams with 8 individuals on each team) that provide comprehensive custom

collection and receivables management solutions to mid-large sized organizations that already possess a collection or

receivables management platform.

Manage day-to-day business operations from point of file upload to close of accounts.

Acquire new business segments from successful management of current segments

Cultivate strong client relations with existing and new clients

Delegate workload based on client needs and goals

Recruit, interview, and mentor employees to reach their full potential and promote when possible

United Health Group Minnetonka, MN (Jun 1997 -October 2001)

Client Relations Manager/Account Manager

Manages the customer service operations for Medicare & Medicaid, which deals directly with customers and is the first

point of contact. Develops, tracks and reports key performance measurements for the unit. Develops and implements

process and procedures to improve operational efficiency. Oversees cross functional work relations that is targeted to

resolve issues raised by customers.

Liaison between health plans across the country and processing center located in Eau Claire Wisconsin

Support for customer service issues

Trained and supervised team for Medicare and Medicaid, enrollment, billing and claims.

Education

Degree in Occupational Proficiency for Supermarket Management -

Dakota County Technical College, 1300 Rosemount, Minnesota (September 1980 - Jun 1982)

Skills

Sales

Management / Project Management

Reengineering / Process Improvement

Team Builder

Leadership

Problem Solving

Motivator

Presentation Skills

Self Directed

Honesty / Integrity

Results Oriented

Report Generation

Achievements

New York Life - Most FNA in a month - May 2008

New York Life - Eagle Award - 1st to 10 in June 2008

FRS Production Manager of the Year 2006

Director of Hoop Scramble VI for the University of Minnesota Women's Basketball Team.

Board Member for the University of Minnesota Women's Basketball Team

Board Member for Womyn Unlimited Minnesota - Non profit Group (Former Treasurer and Founding Board

Member).

Twin Cities Women's Choir & Center for Irish Music Volunteer

References Available Upon Request

Contact this candidate