Arcangela Archina-Shufelt

** ******* *** ***********, *** York 12304

518-***-**** acam4v@r.postjobfree.com

Career Summary

Many years of extensive, operations management and customer service roles

in organizations; contributed to firm growth by executing business

strategies using strong decision making abilities as well as strong

leadership qualities.

Areas of impact and contribution include,

Inventory Management Risk Management Project Management

Change Management Financial Management Business Strategy Leadership

Development

Cross-Functional Team Leadership Mentoring

Organizational Effectiveness Logistics/Warehouse Management

Managing Employees Staff Development Team Building

Policies Human Resources Strategic Thinker Tactical Driver of Talent

Sourcing

. Strong background in team building and strategizing.

. HR principles and practices.

. Talent Acquisition

WORK EXPERIENCE:

DAVIS VISION

05/01/2013-Present

Call Center Manager

. Supervises and manages call center staff of over 200.

. Develops performance goals and objectives for the call center and

monitors the achievement of those goals.

. Assists in the creation and implementation of innovative methodologies

to improve call center operations.

. Oversees quality control and implements any necessary corrective

actions to ensure consistent application

. Assures the Call Center unit is in compliance with DAVIS VISION

standards and procedures.

. Assures the Call Center unit meets all ISO compliance standards.

. Ensures adequate coverage for call center delivery to meet standards.

. Direct hiring/termination of employees.

. Proven track record of teaching, coaching and leading of diverse team.

. Talent Assessment/Workforce Management.

TARGET CORPORATION 10/13/10-

05/01/2013

Distribution Center Executive Operations Manager/Certified Executive

Trainer

. Responsible for a team of 38-50 people in the Receiving/Inbound

department.

. Daily planning of staffing and production plans.

. Daily interaction and engagement of my team.

. Working in a fast paced environment making decisions on the spot when

needed based on business need.

. Daily interaction and planning with both internal staff and external

vendors and customers.

. Daily reporting of productivity and interaction with senior staff.

Creating of reporting databases and summations of weekly production

plans.

. Daily focus on the customer/supplier relationship. Delivering what our

Guests want.

. Inbound Department Certified Executive Trainer.

. Safety Emergency Response Team Captain.

LIBERTY MUTUAL INSURANCE 5/08-10/10

Claims Investigator III /Bodily Injury/Litigation

. Investigate bodily injury claims from start to finish.

. Set proper reserves and case price files according to loss type.

. Settle the property damage and maintain a direct deal with claimants.

. Ensure that claims are settled within compliance guidelines and

according to state regulation.

. Work independently prioritizing my daily activities to meet deadlines.

. Monitor Injury Claims and the Litigation process as well as preparing

for Trial.

Quality Claims Assurance Supervisor

11/07-10/10 (Overlap)

. Conduct on-site quality and/or performance audits of claims files.

Analyze all aspects of claim from notification to recovery in an

assigned branch office.

. Determine compliance with claims handling standards, policies and

procedures as determined by calibration.

. Input findings into web-based application; use database tools to

determine appropriate loss payment and identify sources of leakage.

. Support the preparation of results, conclusions and recommendations

to branch office managers.

. Participate in calibration with File Review team.

. I have sat in as a supervisor in various departments, developed

training packages for new employees and those in need of

performance management. I have investigated claims being a claims

examiner as well prior to being promoted to the QA position. I am

trained in accident re creation, liability assessment and

settlements of injury and no injury claims.

Senior Claims Adjuster

03/07-11/07

. Strong written and oral communications skills

. Good interpersonal, analytical and negotiation skills.

. High profile customer service.

. Handling of auto claim from start to finish.

. Investigating and settling of property damage liability claims.

. Occasional minor Bodily Injury exposure.

. Delivering the product that Liberty Mutual was founded on, customer

service.

. Multitasking between high phone volume and claims work load.

METLIFE AUTO AND HOME

03/02-03/07

Property Claims Adjuster

. Customer Service Oriented.

. Investigating and settling of liability claims.

. Assisted in the training of new employees.

. Analyzing of state rules and regulations to devise a fair settlement

strategy.

EDUCATION: In process of obtaining my JD 2011-Present. Concord Law

School.

2006-2008. Norwich University- Master of

Arts International Diplomacy/International Relations.

2000-2004. The College of St. Rose-

Bachelor of Arts- Political Science/History.

LANGUAGES: ENGLISH, SPANISH AND ITALIAN.

Volunteer Manager/Coach for 6 years @ Colonie Little League Baseball. I am

the only female officer on our board.

Safety Steering Committee Member for Target DC - I am one of 2 building

Emergency Response Captains. I am responsible for devising Safety action

plans and leading my group through those plans. My group is the reactive

portion for our building safety plan. We respond to incidents by giving

First Aid/CPR. I then am responsible for ensuring that proper safety

reporting is completed.

References Available Upon Request

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