Customer Service Manager

Craig Harzinski

**** ******** **** ***** ******, IL, 60188

630-***-**** **********@*******.***

Senior Management & Operations Professional

A Recognized Leader, Experienced in Customer Service, Process Improvement, Operational Strategy, and Change Management

Results-driven and accomplished leader with a proven track record of managing in dynamic, high-volume environments. “Big picture” strategic planner and creative change agent with a career history of developing and implementing key programs and processes to drive customer satisfaction, operational, productivity, and revenue goals, and establishing best practices. Proficient in recruiting, hiring and staff development. Expert in product production and accuracy, reducing costs and improving services. Creative problem-solver. Strong leader adept in hiring and training high-performing teams to achieve on-time, under-budget execution of core initiatives. Experienced in marketing support, facility/office administration and new customer orientation.

CORE COMPETENCIES

Human Relations Change Management Leadership Customer Relationship Management Team Management Strategic Planning & Analysis Expense Reduction Resource Management Customer Service Production Improvement Service Delivery Communications Operations Budget Construction Staff Recruitment & Training Facilities Management Marketing Support

EXPERIENCES AND ACHIEVEMENTS

INSTEC CORPORATION, (Insurance Information Technologies) Naperville, IL 2010 – Current

Manager, Delivery

Instec provides policy administration software serving the commercial insurance industry. In Product Development, monitored and decided regulatory product content, balancing both business requirements and architectural components. Efficiently lead project management, specification and requirements determination for monthly distribution to customers. Achieved Associate Director of Product Development, led a newly formed group to historic high results, while tackling very complex system changes to an already sophisticated information technology product. Reorganization allowed getting more in contact with customers.

tSuccessfully led a diverse group, and maintained exceptionally high morale along with nearly perfect timeliness and quality results.

tPositively directed efforts to establish salary ranges, outline career paths and establish more consistency in a smaller firm struggling with doubling in size in a short period.

ASSURANCE AGENCY, Schaumburg, IL 2008 – 2010

Client Service Director

Effectively led and directed the construction specialty group, charged with production, client and producer service and staff development for the agency’s core clientele, including their largest single customer. Selected for the Assurance Caring Together committee, the charitable outreach for the Agency.

tSuccessfully gained 60 new clients in 2009 alone, reduced policy checking backlog to 0, quality audits at 93% (up from 67%), and trained essentially a whole new staff of service associates.

TARGET DISTRIBUTION CENTER, DeKalb, IL 2005 – 2008

Operational Group Leader

As part of a hugely successful startup Distribution Center, created local train-the-trainer programs, and co-designed a training scheme now used nationally. Developed committed, responsible teams; production exceeded goals; best safety and quality records of any inbound group.

tSuccessfully led college and executive recruitment efforts, community events and internal recognition committees, and participated in headquarters diversity initiatives.

tProactively directed and led inbound receiving areas (23 staff) through initial training and subsequent successes.

MONITOR LIABILITY MANAGERS INC, Rolling Meadows, IL 2001 – 2005

Operations Manager

tEfficiently repaired and managed the quote, binder and policy issuance processes, handled direct management of claims administration staff, all administrative departments including human resources associates, and variety of internal functions and facilities management.

tPolicy issuance reduced from 45 days to 5; developed scanning and electronic storage and retrieval, all below both targeted financial and staffing budgets; reduced rating staff from 21 to 5.

CRUM & FORSTER INSURANCE, CHICAGO REGION, Oak Brook, IL 1999 – 2001

Customer Service Manager

tSuccessfully issued 99% of items and 95% of premiums within 14 days, an unusually quick turnaround time for Property & Casualty business. Service audits were exceptional.

tProductively consolidated 5 offices into mine, making it the premier regional service center.

RELIANCE INSURANCE, SPECIALTY DIVISION, Chicago, IL 1997 – 1999

Administrative Director

tA startup operation of a 14 state regional office, specializing in Excess & Surplus commercial insurance business. Designed and implemented all processing and support procedures, position descriptions, office and work space, and accuracy standards.

tReduced uncollected premium on assumed business by 63%. Instituted PC training and upgrades that were exported to other sites.

tFirm closed

CHUBB & SON INC, Chicago, IL 1996 – 1997

Customer Service Senior Supervisor

tAccomplishments included a 45% improvement in service levels as measured by customers; developed standardized production and accuracy metrics.

tEffectively supervised claims and personal lines support staff.

tLeft to pursue startup opportunity

CAREER NOTES

FIREMAN’S FUND INSURANCE, Chicago, IL 1994 – 1996

Operations Supervisor III

TRAVELERS INSURANCE CO, RESIDUAL MARKET DIVISION, Naperville, IL 1990 – 1994

Assistant Manager

NATIONAL COUNCIL ON COMPENSATION INSURANCE (NCCI), Boca Raton, FL

Director

Atlantic Division 1980 – 1989

EDUCATION

Bachelor of Science, The Ohio State University, Columbus, Ohio

additional classes toward Masters of Business Administration, Leadership and Change Management, North Central College, Naperville, Illinois.

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