Jo A. Moore

*** ******* ******, ******, ** ***** 704-***-**** ac66qk@r.postjobfree.com

Summary

Team Manager with 15 years of managing and leading in a team environment. Accomplished Transformational and Citizens leader effective in creating a high performing team through leading by example, teaching, coaching, mentoring, and following Six Sigma concepts through Excellence in Operation Management (EOM). Currently seeking an opportunity in the public or private sector where my experience and expertise in developing employees, leadership and operational management can contribute to meeting organizational objectives.

BACHELOR OF SCIENCE: CRIMINAL JUSTICE 1990-1994 ST LEO COLLEGE, VIRGINIA BEACH, VA

Major: Criminology

Minor: Sociology

MASTER OF SCIENCE: ADMINISTRATION OF JUSTICE & SECURITY 2008-2010 UNIVERSITY OF PHOENIX

Major: Leadership

Minor: Sociology

Skills & Abilities

MANAGEMENT

Influential Emotional Intelligence

Training and Development Goal/People Oriented

Coaching Employee Development

Mentoring Project Management

Motivator Computer Savvy

Interviewing Techniques Process Development

Presentations

Experience

Team Manager - State Farm Insurance 06/2008-07/2017

Managed a team of 16 employees remotely. Experienced in deployments, performance evaluations, coaching, and conducting training on process and procedures. Routinely conducted site visits, initiating customer feedback sessions, whereas improving employee performance with on-time feedback. My Transformational and Citizen Leadership style promoted employee engagement, accountability, and action plans to improve employer/employee relationships increasing productivity and customer satisfaction.

Established ability to influence employees and peers in efficient ways to perform at a high level while reducing areas of waste. Led the training and implementation of Excellence in Operation Management. Functioned in a consultative role to peers and upper leadership on coaching techniques, adopting change, while fostering an environment conducive to accomplishing organizational goals. Created and implemented metrics to capture employee performance and customer satisfaction. Consistently sought out talent to fill departmental needs. Developed interviewing strategies and questions to ensure the best candidates were matched with open positions. Established and executed onboarding processes for new hires. By assigning mentors to new hires following documented onboarding protocols, ensured new employees had appropriate resources to become proficient in their new role.

Catastrophe Claim Automation and Procedural Specialist – State Farm Insurance 12/1999-5/2008

Extensive travel to affected areas impacted by severe storms throughout the United States. As a first responder, set-up and trained support staff on process and procedures assisting claim personal on meeting the needs of customers during catastrophic events. Worked independently while managing the workload of 10 support staff members. Identified gaps in process and procedures which exhibited strong analytical skills. Upon recognizing gaps, improved/developed new processes to enhance efficiency of operations while training peers and customers on simplified approaches to bringing about effective resolutions. Due to my advanced knowledge, interpersonal skills, and ability to lead, was promoted to Team Manager.

Administrative Support/Claim Representative – State Farm Insurance 2/1984- 11/1999

Began my career with State Farm as a mail and file clerk handling incoming and outgoing mail. My tenacity to self-develop, moved into various administrative support roles while completing Bachelor of Arts Degree. As a Claim Representative, handled a large inventory of bodily injury claims. Due to my organizational skills, was sought out by peers to assist with establishing best practices and a streamline approach to bringing claims to efficient resolutions.

ACCOMPLISHMENTS:

Highlighted in Leadership Spotlight as a role model for accountability and employee development

Received acknowledgement from Executive Leadership on explementary leadership skills and promoting change and creating a high performing environment