Customer Service Manager

Lisa dePaulis

Email: *********@********.***

Address: **** *** ******* *****

City: Primm Springs

State: TN

Zip: 38476

Country: USA

Phone: 615-***-****

Skill Level: Management

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Lisa de Paulis

5748 Old Natchez Trace

Primm Springs, TN 38476

www.linkedin.com/in/lisadepaulis

615-***-**** *********@********.***

OPERATIONAL MANAGEMENT PROJECT MANAGER PERFORMANCE MANAGEMENT

Accomplished and seasoned Operations Professional with experience in Operational Management and Analysis, Project Management, Process Improvement, and Staff Development. Insightful and proficient in analyzing data, discovering root causes and developing and implementing solutions. Demonstrated capabilities include managing and improving organizations through strategic and tactical expertise, complex analytical capabilities, multi-level communication and presentation skills, and leadership and coaching expertise. Effective change leader with strong persuasive skills to merge cross-functional needs and build strong cohesive organizations committed to attaining operational objectives and helping businesses grow more profitable and efficient.

Operational Analysis Relationship Management Business Development

Process Improvement Project Management Strategic Planning

Technical Expertise Presentation Skills Performance Improvement

Problem Resolution Professionalism Fiscal Management

Time-Management Organizational Skills Team Leadership

PROFESSIONAL EXPERIENCE

LIBERTY MUTUAL INSURANCE 2006 2012

Area Director, Field Administration, Franklin, TN 2008 2012

In charge of leading analysis supporting operational excellence including evaluation of profit and growth metrics, driving expense initiatives, and improving operational performance for the area comprised of the states of KY and TN.

Conducted operational and key business driver analysis, provided recommendations and implemented initiatives optimizing profitable growth in partnership with key stakeholders. Highest 4-year combined aggregate growth rate (CAGR) in Area of 18.1% vs. the 14 states comprising the Zone averaging 6.1% CAGR.

Collaborated effectively with management in the business planning process, rate analysis, developing quotas, staffing and expense allocations.

Compiled clear cost benefit analysis to support actions and generated regular executive summaries / presentations of key operational metrics.

Served as the central resource for branch managers, supported the development of a high performance team and best practices. Area produced largest percentage of staff represented at most prestigious excellence awards year-over-year.

Communicated and reinforced key Area messages by providing education, training and presentations to branch managers and front line staff. Managing Lead Generation and Service Optimization are examples resulting in second highest percent of cross-sell, highest conversion, and referral source of business in Zone.

Conducted real estate and staffing analysis supporting the development and execution of Area growth strategy. Achieved largest 4-year sales force growth in zone of 227% (48 to 109).

Drove excellent customer service by analyzing and ensuring processes resulted in positive interactions and customer impact. Consistently exceeded customer satisfaction targets. Ranked top 5 countrywide over past 4 years in spite of highest target in the nation.

Lisa de Paulis Page Two

LIBERTY MUTUAL INSURANCE (Continued)

Implemented advanced process improvements and executed / drove process standardization. Instrumental in the launch of new / improved technology platform (CF), Model Experience (Workflow), and product launches (GEARS / Elements).

Oversaw and delegated compliance processes, administrative tasks, and technical resources. Improved retention driven processes such as down payment compliance from 79% to 88% in 18 months.

Customer Service Manager, Brentwood, TN 2006 2008

Managed daily activities for service staff of 15 to ensure quality service and superior customer satisfaction. Supported and collaborated with sales team by providing leads and implementing customer retention and growth initiatives. Ensured staff compliance to and proficiency of business processes, workflows, and system applications. Responsible for driving customer, employee, and business issues to resolution.

PERMANENT GENERAL INSURANCE, Nashville, TN 2004 2006

Customer Service Supervisor

Supervised daily operations in 60+ employees call center with direct responsibility for team of 12. Managed service experience for nonstandard auto insurance customers and agents in 7 states by utilizing call center technology and quality assurance measures.

LIBERTY MUTUAL / SAFECO INSURANCE, Atlanta, GA 2003 2004

Regional Customer Service Manager

Built and staffed personal lines fee-based customer service call center servicing independent agents in 11 states. Operational and financial responsibility for all aspects of service center. Managed the service experience for customers and agents including cross selling lines of business. Worked closely with agency partners, underwriting, sales, and claims departments within all levels of the organization. Managed 20 customer service representatives, two unit managers, and one quality assurance specialist.

CRUM & FORSTER, INC., Atlanta, GA 2002 2003

Regional Operations Manager

Managed commercial lines underwriting assistants and administrative staff and oversee operations of regional office. Supported and implemented processes of premium development, policy issuance, account maintenance and policy file maintenance.

LIBERTY MUTUAL / SAFECO INSURANCE, Atlanta, GA 1997 2002

Regional Operations Manager 2001 2002

Oversight for activities and operations of the Systems Support, Agency Technology, Claims Administration, and Administrative Services departments. Supported RVP and regional staff members by analyzing, monitoring, and assisting in the planning and budgeting for growth objectives, product implementation, and workflow initiatives. Served as liaison between region and corporate headquarters, implementing corporate reorganization efforts. Managed 7 unit managers and staff of 75 employees in 13 locations.

Agency Technology Territory / Department Manager 1999 2001

Led department of 3 unit managers and staff of 25 providing systems, underwriting, and automation training to agencies in 11 states throughout the southeast.

Customer Service Representative / Unit Manager 1997 1999

Lisa de Paulis Page Three

LOSE ASSOCIATES, INC., Nashville, TN 1995 1997

Office Manager

ST. JUDE MEDICAL SALES AB, Stockholm, Sweden 1995

International Order Administrator

THE MANNING AGENCY, Nashville, TN 1992 1995

Office Manager / Customer Service Representative

EDUCATION

BBA, Accounting, Belmont University, Nashville, TN

LICENSES AND SKILLS

BCS (Building Capabilities for Success), Next Level Leadership, COMPASS (Creating Optimal Management Processes Across Service Systems), and Managing for Superior Service, Liberty Mutual Leadership Development, Boston, MA

One year leadership program including Civil Treatment for Managers, The Color of Fear Diversity Workshop, Leadership and Change Management, and High Involvement Leadership Seminar, Safeco Advanced Leadership Program, Atlanta, GA

Licensed Agent, Property and Casualty Insurance

TECHNICAL SKILLS

Expert proficiency in MS Word, PowerPoint, Excel, and Outlook; Advanced proficiency with database management, MicroStrategy / SAS Enterprise Guide, Hyperion Performance Suite, Essbase, DART, CMS, AVAYA, NICE, MS Project, and Visio

Advanced Internet / Intranet / SharePoint skills

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