Office Manager Customer Service
Resume:
Diedra Holman
Lead Trainer/Manager
Contact
Houston, Tx 77033
***********@*****.***
Objective
As an Office Manager it is my primary objective to develop and lead a confident staff to ensure exceptional customer service. My plan to accomplish this is to by creating a positive and productive work environment, communicating with team members, and setting clear goals and expectations.
Education
Texas Southern University
1986-1987
Houston, Tx
High School Diploma
Ross S Sterling Sr High C/O 86
Houston, Tx
Key Skills
Trainer
Project Management
Budget Planning
Communication
Problem-solving
Experience
AUGUST 2020 – FEBRUARY 2024
Lead Trainer Life Operations Corebridge Financial (Formerly AIG)
Train newly hired employees in classes of up 40 people in the life insurance industry
Keep records of daily attendance, behaviors, IT issues, and assessment scores
Train existing employees on new policies, procedures, tools, and products
Script training material for the Contact Center, ensuring that all procedures remain current.
Coordinate with business leaders to obtain approvals on new documentation.
MARCH 2011 – AUGUST 2020
Manager American International Group (AIG)
Interviewed and onboarded new hires.
Manage day to day operations, including supervision and assignment delegation for 15-20 team members.
Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
Maintained open and professional team relationship to quickly identify and resolve issues.
Established, enforced, and updated policies, keeping business agile and responsive to changing market conditions.
Communicated and coordinated with multiple departments to achieve top results.
MARCH 2007 – MARCH 2011
Processor American International Group
Maintained accuracy of work by completing deep research and resolving variances
Reviewed incoming documents for accuracy and noted problems.
Supported special projects requested by the department manager.
Obtained 99% quality rating for all deposit verification.
February 2003 – February 2007
Office Manager Affirmative Insurance Holdings
Communication
Implemented new procedures, tools, and technology to existing staff as well as new hires. I have scripted announcements that were published company – wide.
Leadership
Successfully lead multiple teams to meet and surpass customer service goals, as well as sales goals.
References
Available upon request.
Contact this candidate