Customer Service Life Insurance

Christine Ayala, MAAL

*** ********** ****

Middlebury, CT 06762

***************@*****.***

Experience

Queens Public Library - Queens New York

ESOL Instructor of Ready 4 Business Program 2014 – 2017

Instruct intermediate level students

Design and update curriculum

Administer attendance with students

Support students with individual business plans

SBLI USA Mutual Life Insurance Company New York, NY

Manager, Training and Development – 1999 - 2014

Conduct training assessments to determine skill gaps

Research training programs as needed for Associates developmental needs

Analyze development goals for Associates and suggest programs to meet those goals

Conduct monthly meetings with various to determine training needs

Develop and deliver customer service system’s training

Monitor Call Center Associates customer calls for quality

Assist Human Resources Director with Associate as needed

SBLI USA Mutual Life Insurance Company New York, NY

Customer Service Manager – 1997-1999

Direct responsibility for 35 Customer Service Associates

Assisted in creating and implementing new department procedures for new business

Succeeded in reducing application processing by 25% on all new applications

Organized any necessary policyowner training for Customer Service Associates

Designed and collaborated with consulting firm to for an on-line policy service process manual

Assisted Human Resources in creating and revising job descriptions for policy service positions.

Education

TESOL Certification – Literacy Assistance Center

BEST Plus testing certification

New York University – Professional Trainer’s Certification Program

University of Phoenix – AA - Psychology

Empire State College – BS - Human Development

Empire State College – MAAL – Adult Learning

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