SUMMARY

Dedicated Customer Service Representative and effective leader who is motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with members and drive performance among team members.

HIGHLIGHTS

Insurance Expert

Conflict resolution

Team building

Problem solver

Energetic work attitude

Proven Leader

PROFESSIONAL WORK EXPERIENCE

USAA - San Antonio, TX • Insurance Professional – Sales and Service Senior- July 2016 – Present

Ability to coach for results, success moving teams on adherence, deepening and system results during manager sit-ins

Conflict resolution handling complex files/member complaints

Facilitate team meetings – keeping MSR’s up to date on BIS updates

Lead teams of associates, specialists, and seniors

Assist with new hire teams by providing walking support

Support CEO member Advocacy and Resolution team

Member Retention Sr. Specialist - July 2014 – July 2016

Collaborate with peers to provide an analysis of trends in competition

Selected to be observed by Executive Management

Evaluated opportunities to educate members on additional lines of business

Consistently met and exceeded established corporate save rates

Member Service Specialist III - August 2011 to June 2014

Excelled and met expectations in high volume call center

Established good rapport with membership and provided quality service

Efficiently handled multi-tasks and quick to analyze the best solution possible

Received E3 recognition for excellent customer service

Awarded presidential coin for outstanding customer service

Maintained high performance evaluations

Mortgage Technician - August 2011 to October 2011

Coordinated training for 3rd party contractors on mortgage process handling and finalization

Collaborated with peers assisting with workload to meet project deadlines

Responsible for verification of employment, deposits and mortgages, ordering and obtaining payoff information, obtaining update policy information

Member Service Representative IV - April 2011 to August 2011

Efficiently handle multiple tasks and quick to analyze the best solution possible.

Establish a good rapport to ensure our members continued quality service.

Evaluate opportunities to educate our members on additional lines of business.

Provide exceptional customer support for our USAA members.

EO Integrated Systems, Inc. ● San Antonio, TX • Administrative Assistant ●1996 – 1999: Sales Coordinator ● 1999 – 2003: Contracts/Operations Administrator ● 2003 to 2011

Handle Certified Payroll for specified projects, time sheet postings, and manual check entries.

Small vendor orders, billing, contract reviews, project set up, request for certificates of insurance, and coordinate request for service.

Provided project support included inventory control, assist in the maintenance of company licensing.

High level of review and approve expense reports and assist with network issues.

Supervise office assistant and provide administrative support to managers and field personnel.

EDUCATION –

MBA-Kaplan University ● Davenport, IA – October 2017

BS – Business Management – Kaplan University ● Davenport, IA – January 2010

AAS – Network Administration ● San Antonio Community College, San Antonio, TX – May 2002

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