Customer Service Human Resources

PATRICIA SBROCCO

**** ***** **** **** . *****, Ohio ( cell 216-***-****

********.*******@*****.*** ? www.linkedin.com/in/patriciasbrocco/en

ACCOUNTS RECEIVABLE TEAM LEADER HUMAN RESOURCES

Committed, passionate and effective team leader with 20+ years experience

in the insurance industry executing process improvement and performance

development. Human Resource partner driving organizational development and

change. Recognized for identifying and propelling procedural transformation

while effectively managing teams. Strong background in:

Training & Development Coaching A/R & A/P

Organizational Development Onboarding Team Building

Cross Functional Teams Performance Management Change Management

Progressive, City, Ohio 1995 to 2015

$19.4 billion property and casualty insurer with multiple distribution

channels including direct to consumer and distribution through independent

insurance agencies.

Accounts Receivable Coach, Corporate Claims Cash Management (2007 to 2015)

Managed performance development of a team of 36 Accounts Receivable

Coordinators, Senior Accounts Receivable and Quality Assurance

Coordinators. Accountable for team results through productivity,

efficiency, and quality.

. Subject Matter Expert in technical support handling accounts

receivable and payable items.

. Monitored Workflow Team, dispatched assignments based on business

needs, inventory and staffing.

. Performed new hire onboarding improving team efficiency by 98%.

. Audited department for accuracy and compliance with file handling

resulting in 100% compliance.

. Led workplace initiative project improving organizational

effectiveness scores thorough gathering feedback, reviewing top 5

consensus resulting in teambuilding event.

. Determined essential job skills of 3 positions offering insight to the

hiring process increasing retention.

. Created PowerPoint, tip sheets and led training classes for

Processors, Lead and Quality Assurance team.

. Analyzed effectiveness of operation manual identifying opportunities

for improvement and enhancements.

. Reconciled timecard for 45 employees bi-weekly.

. Served as an internal/external subrogation and salvage subject matter

expert with customers/vendors.

. Calibrated audits providing feedback on payment processing ensuring

accuracy of payment allocation.

. Developed quality and productivity project supplying metrics for

department bringing measurable data to review.

. Promoted a positive work environment bringing programs such as rewards

and recognition and Take your Child to work day.

Human Resources Service Center Representative (2005 to 2007)

Answered day to day questions with confidentiality on payroll, benefits,

leave of absence, general policy and procedures and PeopleSoft System.

. Processed transactions supporting related payroll, benefits and tax

items for employees.

. Approved and dispersed tuition reimbursement company wide.

. Reviewed FMLA requests approving or denying eligibility.

. Collaborated with background check unit resulting in a monthly savings

of $18k.

Central Response Unit Coach (2001 to 2005)

Supervised 20 representatives in relation to availability, quality and

customer service providing the optimal customer service for internal and

external customers.

. Developed agenda's and facilitated meetings and mini training sessions

helping with representative soft skills to effectively perform job and

offer the ultimate customer service.

. Supervised and made decisions on the floor as third shift supervisor

responsible for Centre Vu, escalated calls and immediate response

requests.

. Performed administrative duties such as attendance, reward and

recognition setting up monthly contests to recognize achievements and

boost morale.

Central Response Unit Auditor Coach (2000 to 2001)

Trained and developed 10 auditors increasing job effectiveness creating a

positive work environment.

. Facilitated auditing group meetings reviewing process changes and

calibration of calls.

. Analyzed reports and drove results identifying opportunities for

improvement.

Central Response Auditor (1997 to 2000)

Audited representatives for call center of 40 offering feedback and process

improvements.

. Developed training techniques allowing representatives to provide

customer service and clear, efficient feedback during one on one and

written documentation through audits.

. Selected by key leader to pilot Auditing department then promoted to

permanent auditing position.

. Provided suggestions to management improving business operations by

developing training materials.

Central Response Unit Representative (1995 to 1997)

. Handled internal and external claims calls consistently reaching job

objectives.

. Coached new hires and provided responses to developmental questions.

DOLLAR BANK, Paralegal, Cleveland, OH 1990 to 1995

EDUCATION

Associates Degree in Paralegal, American Institute of Paralegal, South

Euclid, OH

Associate Degree in Administration, Sawyer College of Business, Cleveland

Heights, OH

COMMUNITY ORGANIZATIONS

PTA Perry School President 2005 to 2007

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