Customer Service Training

PARISA GERAMI

**** ******* ******* ***. * Florence, SC 29501 919-***-**** *****.********@*****.***

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PROFESSIONAL EXPERIENCE

ASSURANT SPECIALTY PROPERTY lorence, SC

–F Sep 2013 – Nov 2014

Technical Instructor

● Delivered four week on-boarding Property Loss and Hazard Insurance courses for newly hired associates. Training was

delivered by, but not limited to; instructor-led facilitation, e-learning, module based discussions and dialogues to

enhance the learners experience in a diverse classroom environment

● Provided technical training on various client and ASP servicing systems; LPS (Black Knight), Citrix, Draft Track Enterprise,

AgilSource, and VoIP

● Trained on various client specific procedures in handling Loss Draft claims for lenders serviced by ASP including, but not

limited to; JP Morgan Chase, Wells Fargo, LoanCare, and Regions

● Delivered refresher courses and development programs (instructor-led) by quarterly assessing Quality Assurance audit

results and presented leadership with solutions within departmental strategies to exceed operational goals

● Created, prepared and updated training materials such as participant and facilitator guides, handouts, and job aids

● Addressed and resolved performance and disciplinary issues during training by providing daily TAGS to management to

outline employee performance during and after completion of training

● Analyzed training effectiveness through daily on-line assessments, error ratios and final test scores; provided additional

coaching needed during training as well as after training follow up during nesting period

● Remained current on instructional techniques including technology enhancements by attending train the trainer and

leadership workshops to ensure educational methodology is current and relevant

CENTRALIZED SHOWING SERVICES – leigh, NC b 2012 – Sep 2013

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Corporate Trainer

● Facilitated two week on-boarding/training program for each class of newly hired customer service representatives

● Monitored trainee progress and partnered with management to ensure statutory training requirements are being met

● Identified learning and development needs through job analysis, appraisal schemes and consultation with HR/managers

● Developed new training programs to reflect changes in operating environment and to enhance team member results

● Assisted floor managers in identifying and solving policy and procedure inconsistencies through 1:1 and group coaching

Zone Supervisor

● Managed call center workflow between incoming calls, support functions and special projects

● Monitored call volume forecasts and call queuing data to determine optimal staffing levels

● Coached team members to ensure good customer experience and maintain high level of competence in issue resolution

● Held team members accountable for following policies and procedures and partnered with them to achieve goal targets

● Handled escalated customer inquiries and issued corrective action up to and including termination

NATIONAL OPINION RESEARCH CENTER (NORC at the University of Chicago) North Carolina

– Apr 2010 – Sep 2010

Field Interviewer ntract)

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● Provided critical North Carolina demographic and financial data for the Survey of Consumer Finance, a 10-month study

conducted by the University of Chicago on behalf of the Federal Reserve Board

● Contacted selected respondents within assigned territory via telephone and/or by visiting respondents’ residences

● Used persuasion skills and thorough presentation of research study goals to secure respondent participation in study

● Conducted 2 hour face to face interviews with each respondent through a Computer-Assisted Interviewing (CAI) instrument to

obtain household financial information, including expenses, income, investments, retirement funds

● Compiled data and participated in weekly calls with Field Managers to provide analyses and key findings

SUNFLOWER STAFFING Raleigh, NC

– Mar 2009 – Feb 2012

Event Specialist ntract)

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● Traveled to various retail locations within North Carolina to promote women’s products, such as Oil of Olay and Pantene

● Engaged customers with product samples and demonstrations to actively promote brand initiatives and provided additional

product information to address any consumer concerns and/or questions

● Identified interested and qualified customers and effectively relayed the product's key selling points through lectures, films

and charts to encourage incremental product sales

RJ REYNOLDS TOBACCO COMPANY – eenville, SC Jun 2008 – Dec 2008

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Territory Manager

● Called on retail outlets within assigned territory to build strong relationships with store managers and owners

● Provided expert tobacco and consumer insights and developed individual business plans to increase product sales

● Promoted and delivered national and local brand building marketing programs within assigned accounts

● Partnered with retailers to meet assigned quantitative and qualitative sales goals and performed associated audits

● Used analytical research and extensive negotiation skills to build alignment with retailers on applicability of corporate driven

marketing campaigns

Jun 2004 – Dec 2006

STATE FARM INSURANCE – arlottesville, VA

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Learning and Development Specialist

● Designed, implemented, evaluated, and maintained learning programs and materials to address Mid-Atlantic Zone training

needs, such as new staff orientation, specialized workshops and seminars/symposiums for field agents

● Coordinated with cross-functional subject matter experts in order to develop and deliver new training offerings

● Provided on-going remote support on a variety of training programs to agents and staff members and evaluated results

● Composed department communications, including leadership talking points, newsletters and company announcements

● Coordination and provided logistical support for programs that included Net Meetings and virtual classroom sessions

Claims Adjuster

● Investigated, evaluated and negotiated claims involving buildings, vehicles, personal belongings and bodily injuries

● Analyzed quantitative and qualitative data to settle auto claims, including verification of coverages, legal liability and extent of

damage to person(s) and/or property

● Applied state/federal laws, statutes and regulations, as well interpreted insurance contract provisions in claim handling

● Effectively communicated and facilitated recorded statements with stakeholders during the handling of sensitive claims

● Evaluated property damage repair estimates to ensure alignment with damages presented by the insurer/claimant

● Assisted in recruiting new employees at State Farm Job Fairs and trained newly hired claim adjusters and processors

EDUCATION

MEREDITH COLLEGE aleigh, North Carolina

-R December 2003

Bachelor of Science in Business Management ncentration in Marketing)

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OTHER

● Languages: Farsi (Persian) – Fluent

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