Customer Service Management

Work History

AFLAC Regional Administrator

Victoria, Texas

Aug 17, 2006 - Oct 24, 2011

Prepared invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.

Assisted in managing a multi million dollar region of over 7000 clients consisting of personal policies, small business with 3 or more employees and major corporations with 1500 or more employees.

Assisted our team of over 200 agents with their business issues.

Answered phone calls and direct calls to appropriate parties or take messages.

Conducted research, compiled data, and prepared papers for consideration and presentation by executives, committees and boards of directors.

Attended meetings to record minutes.

Greeted visitors and determine whether they should be given access to specific individuals.

Read and analyzed incoming memos, submissions, and reports to determine their significance and plan their distribution.

Received, reviewed and submitted insurance claims. Assisted clients in resolving issues with incomplete claims. Worked with insurance company and clients in resolving issues with an uncovered procedure.

Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.

Filed and retrieved corporate documents, records, and reports.

Opened, sorted, and distributed incoming correspondence, including faxes and email.

Made travel arrangements for executives.

Mr Hurley was on the road with his business 90% of the time so I was left as the main decision maker at his office here in Victoria. At times I traveled for day meetings and some overnights due to out of town meetings.

Golden Crescent CASA, Victoria, Texas

Volunteer Coordinator

Nov 01, 2010 - May 03, 2011

Resolve customer complaints or answer customers' questions regarding policies and procedures.

Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

Train or instruct employees in job duties or company policies or arrange for training to be provided.

Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel

Faith Family Church, Victoria, Texas

Coordinating Teacher

Oct 05, 2003 - Nov 25, 2008

Provided extra assistance to students with special needs, such as non-English-speaking students or those with physical and mental disabilities.

Supervised students in classrooms, halls, cafeterias, school yards, and gymnasiums, or on field trips.

Tutored and assisted children individually or in small groups to help them master assignments and to reinforce learning concepts presented by teachers.

Enforced administration policies and rules governing students.

Discussed assigned duties with classroom teachers to coordinate instructional efforts.

Instructed and monitored students in the use and care of equipment and materials to prevent injuries and damage.

Observed students' performance, and recorded relevant data to assess progress.

Presented subject matter to students under the direction and guidance of teachers, using lectures, discussions, or supervised role-playing methods.

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