Customer Service Life Insurance

STEVEN SHOOK Pompano Beach, FL ***** 304-***-****

**********@*****.*** linkedin.com/in/steven-shook954 Accomplished professional with 10+ years of management experience leading customer service operations for high-growth organizations.

Record of achievements in developing and implementing business strategies, delivering presentations, creating employee benefit plans, and identifying revenue growth opportunities. Repeated success in identifying recurring issues and providing customized solutions along with formulating client servicing procedures. Expertise in optimizing clients’ satisfaction level and increasing customer retention rate. Adept at directing corporate benefit plans, such as health and welfare plans and retirement plans. Excel at leading experts, interacting with corporate executives, and building strategic relations. Highlights of Expertise

● Strategic Business Planning & Initiatives

● Project Management

● Contract Negotiations / Cost Reduction

● Call Center Administration

● Quality Management

● Business Growth & Profit Optimization

● Team Building and Leadership

● Recruiting and Staffing Initiatives

● Continuous Process Improvement

● Customer Service

Career Experience

STATE EMPLOYEES’ CREDIT UNION, CHARLOTTE, NC

Collect and compile business information from diverse resources, convert into easy-to-view reports, and provide statistics to administration regarding call and internet totals worked during the shift, enabling executives in making business decisions.

VICE PRESIDENT – MEMBER SERVICES SUPPORT,(Aug 2016 to Present) Streamline business processes by timely processing member requests received through fax, phone, member access, e-mail, and mail. Lead a team of cross-functional experts, monitor staff performance, assign business tasks, and guide professionals in performing allocated assignments to achieve anticipated objectives. Analyze the need of skills improvement, evaluate procedural inconsistencies, instruct senior management regarding training needs, and orchestrate training sessions to increase team performance.

Improved prevailing processes by recommending creative suggestions for improvement of service to the Board of Directors.

Promoted a positive, productive, and collaborative working environment across the organization, accomplishing business targets.

Enhanced employees’ motivation level and reduced employee turnover by managing employee-detailed career path with clear future objectives. continued…

STEVEN SHOOK Page 2

TRAINING AND DEVELOPMENT MANAGER (May 2014 to Aug 2016) Built a high-performance team from scratch and delivered training to new employees, ensuring expedited and seamless flow of business operations. Managed entire HR related processes, such as employee transfers, terminations, resignations, and extended leave requests to ensure smooth running of business operations. Scheduled and organized continuous training for all SECU call centers to update employees with modern procedures and updated policies.

Established a quality control department for a call center of 300 employees that amplified client satisfaction by delivering quality services.

Minimized process errors by 10% by executing a performance accountability system involving performance critiques.

TEAM LEAD (Oct 2008 to May 2014)

Supervised team members and mentored experts in line with performance standards and company goals. Increased customers’ satisfaction level by delivering elite client service through positive communications and prompt issue resolution. Developed new memberships, opened and updated accounts, and resolved account related issues as well as underwrite and approved loan requests for auto loans, personal loans, and credit cards to meet business targets.

Interacted with key clients, identified their needs, and provided appropriate insurance options with the focus of securing business leads.

Provided ideas to leadership that drastically improved the business processes and procedures. Education & Credentials

B.S., Business Management

Marshall University, Huntington, WV

Licenses & Professional Development

● Insurance Licenses – Personal Lines, Accident and Health, Life Insurance

● Registered Mortgage Loan Originator

● Securities License – Series 6 and 65

● Accredited Trust and Financial Advisor

● Accredited Financial Counselor

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