Customer Representative Service

NANNETTE HINES

*** **** ***** **** **** FL ***** · 407-***-****

********.*****@*****.***

Experienced business-savvy management professional with over 15 years of progressive experience across a broad range of sales and operations -Functional in many diverse industries -A proven leader able to combine vision and creativity all with exceptional interpersonal skills - Strong business acumen with well-developed project management and leadership qualities -The talent to deliver mission-critical results that are aligned with company goals.

EXPERIENCE

2014 – PRESENT: PROMOTED IN 2014

CLIENT RELATIONS TEAM LEAD, Assured Partners

Hired to manage the customer service team, streamline processes, and meet and exceed the Company’s targets for performance metrics.

Designed and implemented new training curriculums from the ground up for all incoming new hires

Provided operational support to underwriters and quality control specialists by updating office protocols for efficiency.

Compile and review data report based on current and past performance measure to improve quarter metrics.

Train new employees to allow them to successfully perform the job of account manager

2013-2014

ACCOUNT MANAGER, Assured Partners

Answered 500 a month on average

Explain named insured their coverage, deductible

Processed insured payment

Assisted with changes to coverage

2003-2013

DEPARTMENT MANAGER, Sunrise Group

Managed a team of five; on different programs, Agency Database, and workflow

Set and evaluated each employees performance standards

Process new hire ensuring that all required documents have submitted

Communicated on a daily base with Foreign Military/Diplomats with their insurance needs

Designed and implemented new training manual as the Agency had no procedures enforced.

EDUCATION & CERTFICATIONS

MAY 2005

MASTER OF BUSINESS ADMINISTRATION, American InterContienal University

MAY 2003

BACHELOR OF SCIENSE IN PUBLIC ADMINISTRATION, University of Central FL

Customer Representative -0440

Personal Lines Agent - 2044

SKILLS

Team Building leadership

Client Relations

Corporate Communication

Trainer/Teacher

Fluent in German

Military background

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