Service Management

Henrietta Davis, MBA

**** ******* **** **** *******, TX 77014-1433

281-***-**** (c) *********@*****.***

Manager Supervisor Analyst

Client Services ● Quality Assurance ● General Operations ● Coordination/Production

Summary:

Results-focused and motivated professional offering 14 years of success driving client satisfaction and meeting company goals.

Respected leader with strong business process management talents; able to personalize service delivery by analyzing and translating

business needs into clear, executable strategies. Possess excellent communication, analytical, and problem-solving skills. Confidently

handle special projects and maintain efficient workflow. Deliver superior service, high performance, and momentum to achieve business

objectives. Additional Core Skills include:

Call Center Operations ● Client Relationship Management ● Research & Analysis ● Needs Assessment ● Quality Control/Assurance

Workforce Planning ● Requirements Gathering ● Strategic Planning ● Audit Compliance ● Staff Supervision & Scheduling

Project Management ● Management Reporting ● Performance Evaluations ● Operations/Business Management

Selected Accomplishments

Attained progressive career advancement by demonstrating superior leadership, client service, and analytical expertise.

Serve as Mentor for Junior Achievement program, teaching young adults on work readiness, financial stability, and leadership

skills.

Volunteer as United Way Campaigner, working together with employer and volunteers to advance common good and create

opportunities.

Professional Experience

VALIC, Houston, TX 2000 – 2014

Variable Annuity Life Insurance Company (VALIC) and subsidiary of American International Group (AIG), specializing in tax-qualified

retirement plans and supplemental tax-deferred and after-tax investments.

Client Service Analyst (2006-Present)

• Review, research, and analyze high-volume incoming/outgoing customer calls in the Care Center and ensure Client Service

Professionals (CSPs) are setting and meeting performance targets for productivity, accuracy, calibration, and quality.

• Manage and track auditable issues across Customer Care and maintain up-to-date knowledge of industry developments, trends,

and best practices.

• Prioritize and streamline daily workflow through creation of spreadsheets that monitors and outlines production queues.

• Extensive expertise in contact center operations and customer experience management.

• Create 3-5 loan applications per week for clients with accounts that are group specific.

• Process loan payments by phone as well as credit card payments for overnight delivery charges.

Business Analyst (2001-2006)

• Performed and initiated real-time schedule adherence utilizing desktop technology.

• Analyzed and forecasted call volume and adjusted schedules to optimize available staff.

• Communicated with all levels of management to ensure all associates achieved performance standards and goals.

• Consistently achieved high-level client service ratings through effective management of daily workflow and call volume.

• Created detailed reports to identify trends that influenced service levels and stored data for future forecasting.

Client Service Professional (2000-2001)

• Timely responded to telephone inquiries and complaints from clients regarding contract provisions, account balances, transfer

of values, allocation changes, and personal data changes.

• Assisted clients with completing various transactions and provided necessary forms.

• Reviewed and provided responses to clients regarding routine account discrepancies and advised appropriate departments when

corrective actions were required and maintained follow up through resolution.

• Accurately processed financial transactions.

• Assisted processing departments in completing data maintenance requests.

• Maintained ongoing personal development in product, service delivery, and industry knowledge.

Education & Technical Skills

Master of Business Administration (MBA): Operations Management, 2014: Regis University – Denver, CO

Bachelor of Science: Interdisciplinary Studies, 2011: University of Houston-Downtown – Houston, TX

Microsoft Office (Word, Access, Excel, Outlook, PowerPoint) ● SAP ● Lotus Notes ● Encorr ● PeopleSoft ● CSIS ● V-System ● Accurint

Contact this candidate