Manager Customer Service

Amy Park

P.O. Box ******

Santa Clarita, CA *****

Phone: Hm. 719-***-**** Cell 661-***-****

Objective

I am looking to use my extensive experience in Operational Management,

Administrative functions and Human Development to venture into new avenues.

My experience ranges from a Research and Development clerk to a Director of

Commercial Business Transformation, Director of Operations for a Tire

Manufacturing Company to my current position as an Office Manager /Auditor

for a CPA Firm.

I not only possess the technical skills required to run an operation but

also the ability to develop and organize the human capital needed for a

successful organization.

Robert Paul Schwartz, CPA

Office Manager/Auditor - April 2012 - Current

. Conduct all operations for a full service accounting firm

. Perform audits on small business accounts

American Pacific Industries, Inc. (5 Years)

Director of Operations - September 2007 - April 2012

. Integral member of the Management Team; responsible for creating &

implementing a highly organized Operations Team consisting of Customer

Service & Traffic Control

o US and China

. Created training manual for all Operational processes for the

Filemaker System

. Established order tracking and processes with each factory to assure

priority for all customers

. Established process for customer claims and submission, reporting and

tracking with each factory

. Coordinated Trade Shows

. Partnered with New IT Vendor to implement a new operating system

. Office Manager for API office as well as all tenants in our building

. Created production standards for all factories

. Established positive relationship with all factories working with API,

Inc

o China (10)

o Indonesia (1)

o India (1)

Farmers Insurance Experience (25 Years)

Director Commercial Business Transformation - 2005

. Established a Program Management office to provide oversight, control

and reporting on top initiatives

. Created Business Transformation roadmap for each business unit within

Commercial as well as overall strategy plan

. Institutionalized change management though training, change network

and two-way communication

. Managed preferred vendor relationships

. Developed succession plans for Commercial organization

. Partnered with Human Resources to develop Career Paths

. Linked operating behavior to business results through key initiatives

and outcome transparency

. Partnered with IT to develop and deploy new "Speed to Market" process

Director Commercial Operations/Administration - 2001

. Oversaw Commercial Operation, including director report of 42,

indirect report of 8 Service Centers (667 employees) and

administration support to 100 Commercial Home Office Staff employees.

. Liaison for Commercial IT, Quality Management, Personal Lines

Department and the Re-engineering Department.

. Implemented full Release process in Commercial Operations including;

Process Improvements, Quality Assurance and Production Validation.

. Controlled all Production migrations/validations

. Created Business and Technical designs for new projects as well as QM

Testing

. Created and implemented Procedures for all new projects and

enhancements.

. Conducted Field Audits on all Commercial Service Centers (9) annually

. Represented Commercial Operations in all major projects within Farmers

Insurance.

Commercial Administration Manager/Project Manager - 1999

. Oversaw the Commercial Business Unit - Currently staff of 99

. Worked with the 10 Service Centers to assure Best Practices were

implemented

. Monitored all Legislative activity to assure full compliance in all

states

. Developed a Compliance Manual for all States and Service Centers

. Prepared all Board Reports for the President of the Business Unit

. Managed all Commercial Projects to assure resources and completion

dates were met

. All Administration functions for the Commercial Business Unit

Workers' Compensation Service Team Manager - 1999

. Management of the Los Angeles, Oregon, Utah, Montana & Idaho business

units

o Direct staff of 32

. Handled Agency issues and assisted in development of marketing

programs

. Developed and incorporated the Business Plan for 1999

. Developed and adhered to the 1999 Expense Budget

. Worked with the Agency Force to assure adequate Loss Ratios

. Implemented a Human Development program with my staff

Workers' Compensation Underwriter - 1997

. Risk Selection, California, Oregon, Utah, Idaho, Montana

. Trained all employees on the expert system

. Assisted problem agents

System & Service Trainer - 1996

. Assisted Home Office staff with implementation of all changes and

updates

. Developed a Multi-State Rating & Underwriting Manual

. Developed the Workers' Compensation Training Manual

. Worked will all State Offices, Regulatory Offices to assures

compliance

Transfer to Los Angeles - Commercial Workers' Compensation Analysts -1996

Since my transfer to Los Angeles Service Center, I have been involved in

the following:

. Served on the Department of Insurance Task Force

. Served on the No File Task Force

. Served on the Consolidation Task Force

. Handled all Multi-State Accounts

Commercial Workers' Compensation Analyst -1994

. Reviewed applications and changes

. Risk Selection within my authority

. Reviewed and completed Payroll Audits

. Maintained Team Service Schedule Goals

. Assisted in Customer Service, Typing and Underwriting

Personal Lines Underwriting Analyst - 1990 Promoted to Senior Analyst -

1991

. Returned to the Service Center and assumed previous responsibilities in

addition to the following:

o All Underwriting Duties

o Cross - Trained into the Fire Line of Business

Farmers Insurance Agent - 1988

. Operated a Farmers Insurance Agency, offering Auto, Fire, Life, Health,

Disability and Commercial Insurance

. Office Manager for 3 additional Agents

. Developed a Hospital Life program for new borns

District Manager Trainer -1987

. Assisted in training all new agents

. Supported District Manager on recruiting

Personal Lines Underwriting Analyst - 1983 Promoted to Senior Analyst -1984

. Assisted and supported with the Agency Force

. Supported the Underwriters

. Coordinated State Filings

. Assisted Insureds

o Troubleshooting and resolving policy problems

. Trained new analysts and assisted training of new underwriters

Underwriting Research and Development Clerk - 1982

. Assisted in developing statistical reports

. Home Office Monthly, Quarterly and Annual reports

. Department Trainer - training clerical staff on responsibilities and

reports

Other Highlights

. IIA Certificate -1994

. AIS 25 - 1998

. Farmers Legislative Action Group - Active member since 1994 -2007

. March of Dimes & Junior Achievement - Coordinator and Team Captain for

both organizations fund raising efforts

. St. Vincent De Paul - volunteer for Holiday Dinner and Children's

celebration

. ELMC Christmas Toy Drive - Coordinator and Leader for the Regional

collections and distribution

. Partners in Pride - assist in all promotions and activities

. Special Olympics - Event volunteer and coordinator since 1996

. High Flyer Employee - 1997 - 2000

. Management Succession Program - 1997 - 2000

. Project Management Seminar - 2000

. Creative Planning Seminar - 2001

. Emerging Leader Member - 2001 - 2007

. Discretionary Management Incentive Program recipient - 2001 - 2006

. Recognized by the "International Who's Who in Business World of Executive

Women" - 2005

. Associate in Customer Service - 2005

. Notary Public - 2012

. Independent Consultant for Mary Kay -2012

. Independent Consultant for Nerium AD - 2012

. Independent Consultant for Scentsy -2012

. Sr. Associate OPES Financial Solutions

o CA Life Only License / CO Non-Resident License

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