Customer Service Quality Assurance

Antonio King

Core Administrator - ALLSTATE INSURANCE

Camby, IN

************@***.*** - 317-***-****

WORK EXPERIENCE

Core Administrator

ALLSTATE INSURANCE - Indianapolis, IN - December 2009 to Present

Promoted to administrator position to lead team that specializes in asset management, reporting, metric

analysis and staffing. Team handles internal technological issues, call flow and scheduling. Selected Duties:

● Metric Analysis and Reporting for a 300 seat call center to provide unique solutions to gain greater

efficiencies.

● Asset management and reconciliation for call center technological hardware.

● Providing of solutions to reduce cost while acquiring hardware from vendors and contractors.

● Implementation of replacement hardware for end users as they require replacement or come to end of life.

● Scheduling and Staffing of call center employees for sufficient coverage allowing for greater customer

satisfaction.

Team Leader(TDY)

ALLSTATE INSURANCE - Indianapolis, IN - March 2007 to December 2009

Given assignment to lead frontline team of CSR's in an insurance based call center. Selected Duties:

● Lead team varying in size from 9 to 20 CSRs handling inbound/outbound customer service calls

● Developed action plans to allow CSR's to achieve personal performance goals as well as company

standards

● Handling of customer complaints to resolution while adhering to company and Dept. of Insurance

regulations.

● Upheld team to company's customer service standards.

● Training of team to stay in compliance with internal education and training standards.

● Named Team Leader of the Month twice

Quality Assurance Coach

ALLSTATE INSURANCE - Indianapolis, IN - April 2003 to March 2007

Promoted to Quality Assurance Coach role to oversee internal quality and compliance. Selected Duties:

● One on one coaching of CSR's using recorded calls to show how to adhere to company standards.

● Training of CSR's to improve call flow processes.

● Coaching of specialist allowing problems areas to be turned into strengths.

● Auditing of Internal Compliance reviews to adhere to state compliance regulations.

Claims Processing Specialist

ALLSTATE INSURANCE - Indianapolis, IN - June 2002 to April 2003

Frontline CSR role providing external customers with top notch customer service after experiencing an

automobile claim. Selected Duties:

● Inbound/Outbound handling of calls relating to personal automobile losses.

● Handling of requests for police reports via Choicepoint

● Worked with rental vendors to grant customer appropriate rental extensions based on policy limits.

● Investigated policy information to show proper coverage for automobile claims.

● Recipient of Good Hands Award 2002

EDUCATION

Bachelor's in Business Management

Indiana Wesleyan University - Marion, IN

February 2004 to December 2007

ADDITIONAL INFORMATION

Areas of Expertise

Call Center SOP Creation Customer Complaint Resolution Call Center Metrics & Reporting Call Center Staffing

& Scheduling Team Leading Avaya CMS Supervisor Teambuilding & Training Cost-Reduction Strategies

Maximo Asset Management

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