Certificate Supervisor

**** ****** *****, ******, ** *****·512-***-****·*************@*****.***

Annette Harper

Objective

I intend to obtain challenging and meaningful employment where I will utilize my strong work ethic and professional and positive character attributes to benefit my employer and myself.

Experience

12/2006 - present Marsh USA, Inc. Austin, TX

Certificate Supervisor§ Supervise up to 30 new and experienced Client Support Specialists’ quality and performance through performance management, coaching and development§ Build effective working relationships with Marsh colleagues and drive continuous improvement in Client Team satisfaction§ Manage the effectiveness of the system used to receive requests throughout the day to ensure timely processing and report concerns to Workforce Management§ Evaluate status of pending requests for timely and efficient resolutions§ Take necessary steps to process, investigate, evaluate and resolve issues§ Perform quality control evaluations for each specialist monthly§ Produce performance reports for specialists currently under the ‘temp-to-hire’ program to evaluate potential as permanent employees§ Provide renewal status reports daily and deliver accurate and completed Rework Logs every month§ Provide input to ensure training programs fit current and future development needs

4/2006 – 12/2006 Marsh USA, Inc. Austin, TX

Client Support Specialist Team Lead§ Assist Supervisor with work management by coordinating the daily work load, including ad hoc and renewal requests, to ensure work is evenly distributed as Service Level Agreements are met§ Compile and report weekly the rework of the team to Supervisor§ Guarantee that all issues are documented and reported daily§ Coordinate with Supervisor and team to certify renewals are processed in a timely fashion§ Mentor new employees to help with the transition from training

6/2004 – 4/2006 Marsh USA, Inc. Austin, TX

Client Support Specialist§ Build and manage strong relationships with all departments to the highest standards of integrity and professionalism§ Assist in preparation of client’s certificates of insurance§ Maintain communication with clients on the day-to-day status of certificate compliance§ Assist in preparation of client’s account renewals

Education

2001 – 20031994 - 1998 Austin Community College Lanier High School Austin, TXAustin, TX

References

References are available on request.

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