Customer Service Management
Resume:
Leatrice Williams-Sanders
**** ****** ***** ***** *******, TX 75052
Phone: 972-***-****
Email: ********.********@*****.***
Objective
Seeking a partnership with a company that will utilize my strong desires to
succeed with effective 10 years of management/leadership skills, 14 years of
training and facilitating, and effective communication skills while in return the
company provides me with the opportunity to engage and grow aligned with the
organization’s vision and objectives.
Education
MBA Strategic Leadership Amberton University, Garland, TX
BS Human Relations & Business Amberton University, Garland, TX
Certification in Project Management Amberton University, Garland, TX
AAS Nursing Tarrant County College, Ft. Worth, TX
Employment Experience
Allstate Insurance, Irving TX Feb. 1993-Feb. 2014
• Front-Line Performance Leader (2010-2014)
• Administrative Claim Manager (2008-2010)
• Team Lead (2004-2008)
• Trainer/Facilitator (2001-2004)
• Quality Reviewer (2000-2001)
• Sr. Claims Specialist (1993-2000)
United Advertising, Grand Prairie TX May 1990-Feb. 1993
• Customer Service Representative
Arkansas Land and Farm, Brinkley AR Nov. 1989-May 1990
• Secretary/Administrative Assistance
Skills and Abilities
Management Skills
Management oversight of exempt Team Leaders to ensure daily
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workflow and processes are being executed to reach goals.
Effectively manage non-exempt employees and Team Leads in a team
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environment that demonstrates and supports behavior that enables
employees to maximize their greatest potential while meeting and
exceeding goals
Assist in talent acquisition process to ensure valuable candidates were
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placed in the right role for success.
Effectively use the performance management process to improve
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employee’s performance.
Develop employee’s skills through motivation and guidance, and able
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to build talent through tactical succession plans which results in
internal positions being filled that ultimately generate increased
exposure of talent across the enterprise.
Monitors team and office morale to ensure ongoing success of
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employees recognition program.
Ability to create action plans that foster a sense of teamwork and
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leverage expertise throughout the department.
Monitor daily claims workflow and manage resources accordingly.
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Effectively manage employees through the implementation of change.
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Analyze and improve operational efficiency through risk management,
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analytical thinking, and problem solving.
Initiate peer to peer progress meetings to ensure newly installed
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leaders are maintaining the current goals and objectives set forth by
the department and/or business unit and to hear fresh perspectives.
Communication Skills
Facilitate and train small/large and well diverse training classes of new
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employees on processes, policies and systems.
Effectively provide ongoing employee training on new processes or
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system changes
Interact and partner with employees and colleagues to foster inclusive
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behavior for team building and trust.
Effectively engage employees in a learning environment by utilizing
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different modes of teaching and learning
Present key business objectives to upper level management.
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Facilitate strategy meetings across business segments to promote
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collaboration and to ensure consistency in the alignment of business
units.
Communicate and monitor office’s compliance and policy and
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procedures.
Collaborate effectively with peers to gain knowledge of work
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situations requiring training for Team Leads and frontline employees.
Prepare presentations for department’s business meetings.
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Communicate key business objectives to Sr. Leadership on process
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improvement and efficiency gain.
Provide ongoing coaching/feedback to employees on performance and
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improvement.
Analyze and report trends to improve claim handling and close
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training gaps.
Provide high quality customer service skills by answering calls to
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assist customers with the claim process, and answering questions.
Organization Skills
Develop training manuals to ensure consistent training.
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Develop quality definition document to establish quality guidelines.
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Implement a tracking process and strategy to ensure employees were
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trained on all key functions within segment.
Implement training survey to assess training needs.
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Effectively manage exempt and non-exempt employee’s timekeeping
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Implement processes and procedures that generate $4 million monthly.
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Coordinate office events for Well and Fit, Giving Champaign, March
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of Dimes, and other volunteer programs.
Facilitate and coordinate office recognition events, quarterly meetings,
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business and staff meeting
Conscientiously meet and exceed time sensitive material deadlines.
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Coordinate large office’s move.
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Successfully process claims for both auto and medical.
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Computer Skills
Extensive computer experience with knowledge of Microsoft Word,
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Microsoft Outlook, Excel, Access and PowerPoint
References
Available upon request.
Contact this candidate