Customer Service Manager

Linda McCauley

*** ****** ***, ******, ****, ****3 515-***-****

************@***.***

Executive Manager

Creative and resourceful leader with 30 years of extensive expertise in all facets in the health and life insurance within high-profile corporations. Skilled in collaborating with all members of the organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, enhancing productivity, and implementing technology solutions.

Professional Experience

Customer Service Relations

Multi-Tasking

Interpersonal Skills

Adaptability

Cross-Team Collaboration

Multicultural Sensitivity/Awareness

Integrity-Based Operations

Industry Networking

Project Management

Professional Experience

American Enterprise Group, Des Moines, Iowa 2015 – 2016

Customer Service Manager

Directly managed 3 supervisors and indirectly managed the 50+ representatives

Responsible for the team that was answering calls, corresponding by mail, and providing the direct deposit of all money received for new business, customer premium and related processing such as claim payments and add-ons.

Responsible for process improvements to meet all corporate, department and area goals. Help set, explain, and release production results and new processes.

Tested and passed to become a Net Promoter Certified Associate and brought the process to the organization to incorporate with the telephone CSR’s calls from policyholders.

Responsible for helping set up the budget for 2016 in Customer Service.

Manager - Fulfillment, Mail Services, Data Entry, Printing 2009 – 2015

Directly managed our outgoing and incoming mail processes, data entry of new business applications, printing and shipping of all sales materials, printing of special mailings and mailings in-house or outsourced for printing and/or mailing, fulfillment of our policy packets, correspondence, and agent commissions.

Set performance standards for the first time for many of the staff in this area.

Several Roles 1985 – 2008

Functioned as a telephone CSR for health insured's, file representative for health correspondence, telephone and file CSR for our life insured's, Assistant supervisor and trainer/auditor for the life insurance area, Life Insurance Supervisor, procedure writer, Health Insurance Supervisor, special projects coordinator (mostly with the Medicare Supplement Annual Mailing), Supervisor of Fulfillment, Mail Services and Printing.

Education & Credentials

BSE, PE K-12 Truman State University (NMSU), 1981 - 1985

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