Customer Service Manager
Resume:
Administrative Superior (Sanford)
Date: ****-**-*0, 12:06PM *****************@*******.***
Rachel Beckwith
Sanford, FL 32773
**************@*******.***
Dedicated administrative assistant/customer service representative/office manager with experience in managing and directing staff in an insurance setting. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams: Instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the quality execution of all operations policies.
Areas of Expertise
Customer Service
Customer Satisfaction Enhancement
Teambuilding & Training
Complaint Handling & Resolution
Front-End Supervision
Cost-Reduction Strategies
Admin Operations Management
Underwriting Processing
Quality Control
Problem Solving
Professional Experience
INSURANCE RISK SERVICES, INC - Sanford, FL 03/07 to 03/11Quality Control Manager, 01/09 to 03/11Inspection Processor, 03/07 to 01/09
Promoted to Quality Control Manager position to train, tend to and supervise 10 administrative staff employees and 80+ field inspectors. Foster a work environment in which clients receive high quality, accurate inspection reports in the time frame required by underwriting departments. Motivate employees to deliver top performance. Manage administrative operations to ensure efficient and effective time management.
Selected Contributions:
Won "Employee of the Quarter" (March 2009) for instrumental role in reducing processing errors and great managerial skills.
Promoted from Inspection Processor to Quality Control Manager in two years of employment.
Introduced training programs that enhanced employee performance and helped build a motivated workforce.
Job Duties:
Train staff/inspectors Tend to, answer questions from staff/clients/insuredsEnter payroll/keep records
Make necessary calls to agents/clientsInternet researchCollect, process, distribute mailSchedule appointments
Testing, formulating and debugging of new programs/projectsProcess, review, post and bill inspection reports
Open/close of office
Answer multiple phone lines
Copying, filing, faxing, emailing
Diagramming of properties
Perform property inspections
Phone conferences with agents/clients
Prepare and delegate work to staff
Prepare and distribute trainging manuals
Employee referrals
Overtime work and work at home during peak business seasons
Problem solving/client complaints
Office supply inventory/ordering
Prepare end of month invoices for clients
Differentiate property guidelines to follow for different agents
DI MARK, INC - Altamonte Springs, FL 09/05 to 04/06Administrative Assistant, 09/05 to 04/06
Performed administrative/clerical duties to assist collectors in check recoveries and to offer clients the best possible results for financial maximization.
Job Duties:
Answer multiple phone lines
Redirect calls to corresponding collector
Copying/filingData entry/Collection of personal information which preserving the privacy and security of customers' personal or business financial data
Education and Training:
SEMINOLE COMMUNITY COLLEGE - Lake Mary, FL 04/06 to 08/08
Associate in Arts, General Education
Earned 28 credits
Completed all necessary courses and seminars required by law for Associate in Arts Degree; Trained in courses designed to teach time management, leadership, performance assessment, customer service, business management, etc.
LYMAN HIGH SCHOOL - Longwood, FL 2000-2004
High School Diploma
Achieved and maintained a 3.6 GPA
Expedited through Business, Systems and Technology and went on to Web Design
Honors and Advanced Placement courses Computer SkillsType 70 WPM10 keyInternet Search EnginesMicrosoft Outlook, Word, Excel, Access, PowerpointWinSketchWinZipPeople Search
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