Insurance/Insurance Professional
Resume:
GEORGE BASTOS, ARM, AINS
*** ******** ******, ******, ************* 01056
**********@*****.***
QUALIFICATIONS PROFILE
Detail-oriented and success-driven professional with extensive background in the auto and home insurance field,
encompassing quality assurance, data capturing, coaching and mentoring, customer service, and continuous process
improvement. Exemplifies ability to think critically and analyze situations and factors that require sound judgment and
decisions. Possesses articulate verbal and written communication skills. Excels at utilizing Microsoft Office Suite (Word,
Excel, PowerPoint, and Outlook), and NICE systems.
AREAS OF EXPERTISE
TREND IDENTIFICATION & ANALYSIS STRATEGIC PLANNING PRODUCTIVITY IMPROVEMENT
TECHNOLOGY SUPPORT RECORDKEEPING CLIENT DEVELOPMENT AND RETENTION STAFF SUPERVISION AND DEVELOPMENT
RELEVANT EXPERIENCE
Liberty Mutual Insurance Springfield, MA (2008–Present)
QUALITY ASSURANCE ASSOCIATE Aug 2011–Present
- Collect and analyze data from customer and agent interactions to identify trends and opportunities.
- Work closely with team members to develop recommendations on ways to improve the data capturing process.
- Act as a team lead on a monthly basis, in charge of managing the collection and analysis of data and results; as
well as in coordinating and resolving data inaccuracies.
Key Highlights:
- Positioned as number one in total production within the entire department in 2015 for consistently exceeding
production objectives.
- Demonstrated expertise in driving high-quality operations by generating 99.8% accuracy rate in 2015 and 100%
as of July 2016.
- Coordinated and collaborated with team to discover $300,000 worth of waste in a department through an audit.
- As the team lead, discovered an average of 51 seconds of call inefficiencies in agent average handle time through
an audit.
- Leveraged capability to efficiently work with minimal supervision in a virtual environment.
INTERNET SPECIALIST Aug 2010–Jul 2011
- Efficiently processed policyholder transaction requests submitted through the company website.
- Displayed ability to quickly answer questions and provide effective coverage counseling through written
communication.
- Provided technical support to users of the company website.
Key Highlight:
- Consistently achieved a high rate of customer satisfaction.
QUALITY ASSURANCE ASSOCIATE Apr 2009–Jul 2010
- Issued constructive feedback to representatives based on recorded agent and policyholder conversations.
- Conducted thorough assessment of call content based on established best practices, including phone etiquette,
sales, customer service skills, and accuracy of information.
- Identified representative trends and facilitated one-on-one and group coaching to address areas for improvement.
- Collaborated with management in reviewing quality assurance results and identifying areas for training and
development on a monthly basis.
- Presided over the training of new hires in a classroom setting and created training materials to assist
representatives in improving their performance.
- Performed periodic audits to guarantee adherence to department protocols.
Key Highlights:
- Surpassed required production objectives and calibrations, which ensured consistency.
- Generated positive written and verbal feedback from representatives.
- Expertly managed time and surpassed pre-established goals, thus receiving an award for exemplary work
performance.
SENIOR CUSTOMER SERVICE REPRESENTATIVE Jul 2008–Apr 2009
- Held responsibility in handling numerous customer phone calls in a high-volume call center.
- Provided prompt responses to diverse customer questions and transaction requests concerning their home and
auto insurance policies.
- Resolved complex billing situations; also obtained new business leads through effective cross-selling.
- Rendered counseling, advice, and recommendations regarding coverage to policyholders.
Key Highlight:
- Gained numerous commendations for persistent attainment of exceptional customer satisfaction results.
- Earned promotion to Quality Assurance in 2009.
OTHER EX PERIENCE
Dick’s Sporting Goods Enfield, CT
DEPARTMENT SUPERVISOR Aug 2006–Jun 2008
Office Max West Springfield, MA
SALES ASSOCIATE Oct 2000–Apr 2006
EDUCATION AND CREDENTIALS
Bachelor of Science in Risk Management and Insurance: In Progress (Expected Completion Date: August 2016)
Excelsior College Albany, NY
Associate of Arts in Liberal Arts and Sciences: 2005
Holyoke Community College Holyoke, MA
Chartered Property Casualty Underwriter (CPCU) (In Progress)
Associate in Management (AIM): (Expected Completion Date: October 2016)
Associate in General Insurance Services (AINS): 2014
Associate in Risk Management (ARM): 2014
Insurance Institute of America Malvern, PA
LICENSES
Massachusetts Individual Producer License (Property & Casualty)
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