Customer Service, Supervisory of 7 to 14 people. Data Management.

MICHAEL OWINGS

***************@*****.*** 205-***-**** Pelham, AL 35124

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Skills

Key accounts and territory management

Issue and conflict resolution Data management Critical thinking

Data management

Critical thinking

Teambuilding

Training & Development

People skills

Experience

Liberty Mutual Group Birmingham / Montgomery, AL Team Manager 10/1988 - 04/2021

Solved problems, handled escalated issues and mitigated risks.

Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.

Coordinated and encouraged professional development among direct reports.

Reviewed employee performance every quarter and delivered constructive feedback to improve weaknesses.

Addressed internal and customer-related issues each day and affected strategic resolutions.

Led team of 7-14 insurance claims professionals meeting the area of handling insurance claims that includes both internal and external customers.

Reviewed employee performance and delivered constructive feedback to improve weaknesses.

Executed multiple strategies to foster better customer service and promote positive and engaging environment for all.

Hired and trained new employees, including monitoring and review of individual performance.

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Upheld internal standards and productivity goals to meet customer service and consistent handling of both coverage evaluations and damage assessment targets.

Upheld internal standards and productivity goals to meet company and individual targets.

Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.

Generated reports assess performance and adjust.

Led staff meetings for team to communicate company directives.

Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.

Education and Training

The University of Alabama Tuscaloosa, Alabama

Bachelor of Science in Commerce and Business Administration

August 1987

Certifications

Farm Bureau Tech Physical Automobile Damage School – Jackson, MS (10/1989)

Inter-Industry Conference on Auto Collision Repair – Gold Status – Montgomery and Dothan, AL (2000-2001)

Associate in Claims from the Insurance Institute of America List professional associations (1991)

Member and served on Arbitration Forums, Inc. (1997-2000)

Inter-Industry Conference on Auto Collision Repair – Gold Status. (2001)

Hold various licenses in several state to include Florida and Texas (designated home state). Both states (FL and TX) are reciprocal to all other states. (2020)

References

Furnished on request.

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