Customer Service Branch Manager

Martina McCall

P ROFESSIONAL P ROFILE

Customer focused, high-energy professional, with a demonstrated ability to exceed customer and company expectations. Strong learning agility, successfully works independently and in a team setting in fast-paced environments. Embraces challenges and champions change in order to continue to meet our customers’ ever changing needs to ensure State Farm’s continued success.

909-***-**** Conley, GA ******.*******@*****.***

WORK EXPERIENCE

State Farm Insurance

Auto Claim Team Manager – Express

Atlanta, GA I 02.2019 - present

• Successfully manage, coach, develop, and performance manage fourteen licensed claim associates, while designated backup for two Team Managers.

• Create methods/tools for team and section to monitor productivity while maintaining quality.

• Handle escalated situations/calls, providing remarkable recovery, and use as coaching opportunity to share with team to create awareness and confidence.

• Provide direction and serve as a resource for knowledge of policies, procedures, escalations, and insurance regulations when determining coverage and damages.

• Routinely provide real time feedback to ensure quality claim handling, efficiency, and task productivity are aligned with Express Excellence in order to meet company and customer expectations. Auto Injury Claim Specialist

Atlanta, GA I 01.2018 - 02.2019

• Investigate & settle coverage/liability/bodily injury auto claims.

• Handled large volume of claims in fast paced environment, investigated coverage and liability and demonstrated high level of quality.

• Displayed an exceptional level of customer service, handling calls efficiently and effectively to move claim towards resolution.

• Assisted agents and staff with claim process to create seamless interaction, supporting customer and business needs. D I VERSITY

& I NCLUSION

Hispanic Employee Resource

Organization

Women’s Networking Group

Young Business Professionals

KEY S K I LLS

Customer Service

Teamwork

Learning Agility

Decision Making/Judgment

Communication

Leadership

Results Oriented

Relationship Building

Change Adoption

T ECHNICAL

S K I LLS

Microsoft Outlook

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Type 65 WPM

Skype

Verint

Martina McCall

D E G R E E D C O U R S E S EXPERIENCE CONTINUED

• Utilized Standard Claim Process, Jurisdictional References, and Auto Claim Manual to ensure claims were handled appropriately.

• Applied knowledge of insurance contracts and endorsements, state laws and regulations.

• Explained automotive repair methods and parts, reviewed written or computerized estimates, and arranged rental car and tow services. Best Bank, A Division of First Citizens Bank

Assistant Branch Manager

Atlanta, GA I 04.2015 – 12.2018

• Demonstrated high level of sales practices and expertise in processing payments and accounting procedures.

• Consistently met and exceeded monthly sales and service goals.

• Led initiatives related to employee acquisition and severance, scheduling, training, payroll, and other administrative tasks.

• Partnered with small businesses to large corporations, offering customer a wide range of services and products to build banking relationships.

Ashley Furniture Home Store

Morrow, GA I 05.2014 - 12.2015

• Managed high-volume workload within a deadline-driven environment; consistently met performance benchmarks in all areas (speed, accuracy and volume).

• Resolved customer concerns related to credit applications, deliveries, payment terms, purchases, and billing inquiries.

• Coached underachieving customer service representatives in customer communications and office etiquette.

• Trained new hires on sales techniques and customer service skills

• Reconciled petty cash and prepared bank deposits. Nwaford Motorcars

Claremont, CA I 10.2009 - 11.2013

• Managed and coached a staff of ten employees.

• Performed weekly cycle counts of inventory to establish dependent requirements and managed FIFO inventory on all raw materials.

• Extensive Vendor Relations: inventory management, rectified quality issues, and delivery of raw materials.

909-***-**** Stone Mountain, GA *******.******.****@*********.*** ADJUSTER

L I C ENSES

Connecticut

Delaware

Florida

Georgia

Kentucky

Louisiana

North Carolina

New Hampshire

New Mexico

Oklahoma

Rhode Island

South Carolina

Texas

Vermont

Wyoming

The Six Morning Habits of

High Performers

Advance Habits for Career

Success

C E R T I F I C A T I ONS

Professional Tax Preparer

AWARDS

Spotlight Award Winner

Express Excellence

Good Act Awards

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