Management Professional - Customer Service Technical Support Resume Se
Management Professional - Customer Service Technical Support Resume Se
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Management Professional Resume


Desired Industry: Customer Service/Technical Support SpiderID: 70448
Desired Job Location: Antioch, California Date Posted: 10/16/2013
Type of Position: Full-Time Permanent Availability Date: Immediately
Desired Wage: 85000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Other Willing to Relocate: Yes


Objective:
- Accomplished, top-performing
professional, offering comprehensive
experience and hands-on skills in
business development, operational
management, training and development,
continuous process improvements, and
client relations. Recipient of the Bayer
Quality Excellence Award for outstanding
dedication to work.

- Concept-to-execution driver and
results-oriented manager with proven
capability to achieve remarkable growth,
drive strategic vision, create long-term
value, and establish greater recognition
for organizations.

- Versatile, hands-on leader and
team player with well-defined business
management skills and powerful
communication, organizational, problem-
solving, and analytical aptitude.

- Negotiator and consultant;
expert at establishing strong,
professional relationships with
partners, vendors, and executives within
multiple industries encompassing call
center, insurance, medical, and
manufacturing.


Experience:

PROFESSIONAL EXPERIENCE

GeoVera Holdings, Inc. (leading provider
of residential insurance products) |
Fairfield, CA | 2010–2012

OPERATIONS MANAGER 2010–2012
Presided over the policy processing,
inventory control, underwriting,
mailroom, and facilities staff in all
related management initiatives. Solely
maintained multi-site facilities
mailroom equipment and rendered
effective negotiation of leasing
options.

NOTABLE ACHIEVEMENTS:
- Positioned the company toward
growth as reflected in boosting
accuracy, optimizing productivity, and
improving employee morale through the
development and implementation of
process improvement strategies.
- Rapidly delivered increase in
agency usage and reduction in internal
costs after successfully implementing a
web-based insurance policy imaging and
storage system companywide.
- Pioneered and executed the “Just
in Time” inventory replenishment system,
which generated $375K in annual savings
and minimized waste product by 75%.
- Ascertained a more efficient
customer service experience by
restructuring and improving servicing
strategies.
- Authored a policy and procedural
manual, as well as a “call model” for
staff that resulted to a more uniformed
business approach.
- Established and facilitated
multiple vendor relationships by
creating accountability metrics and
proficiently awarding contracts to the
overall best performer.

AAA | Livermore, CA | 1998–2009

CALL CENTER SUPPORT MANAGER 2008–
2009
Efficiently centralized call center
operations and administrative functions
within contact centers to maximize
productivity and support a “once and
done correctly” culture.

NOTABLE ACHIEVEMENTS:
- Progressively led the design and
deployment of a global quality assurance
program, which generated 98% insurance
premium accuracy rating and exceeded key
industry standards.
- Significantly cut average phone
handling time by two minutes through
reduction in non-value related talk
time; established performance standards
to achieve and surpass corporate goals
and objectives.
- Played a vital role in
generating $4.8M savings by initiating
root cause analysis of key processes;
thus allowing reduction in workforce of
57 full-time equivalents within a 10-
month period.

QUALITY OPERATIONS MANAGER 2002–
2008
Initiated the creation, deployment, and
supervision of a consistent quality
assurance program and measurement
methodology for 1500 contact center
employees across three states within 10
lines of business.

NOTABLE ACHIEVEMENTS:
- Drove year-over-year results as
reflected in the following key
initiatives and accomplishments
companywide:
- Consistent and outstanding
customer/member experience
- Improvement in insurance premium
accuracy by 38%
- Significant regulatory
compliance risk reduction
- Overall quality trending
improvement by 15% across 10 lines of
business
- Decrease in internal quality
assurance audit costs by 75%
- Rendered support to promoting a
“once and done” culture by reducing key
rework to streamline processes.
- Drove maximum level of
efficiency as reflected in attaining
increase in department performance
levels by 35% that resulted in a
harmonious working environment that
encouraged collaboration and optimized
team performance.
- Enhanced employee morale by 30%
through reward and recognition programs,
a new training curriculum, and a bonus
pay/compensation plan.

CALL CENTER MANAGER 1998–2002
Rendered direct oversight to a staff of
450 results-driven employees supporting
24-hour daily operations of the
Livermore California AAA Emergency Road
Service Department.

NOTABLE ACHIEVEMENTS:
- Provided strategic leadership to
contract station relationships;
consequently achieving loss prevention
and cost reductions to the company.
- Increased member satisfaction
scores by 15% after proficiently
creating and establishing the first
policy and procedural manual for the
Emergency Road Service.
- Substantially slashed workman’s
compensation claims by 17% after
launching and implementing a new
evaluation process to the Risk
Management Department.
- Eliminated ill time usage by 25%
and grew morale through consistent
application of policy and increased
supervisor accountability.

Agfa-Bayer Corporation

NATIONAL CUSTOMER RELATIONS MANAGER
Contributed insights as ISO 9001
Internal Auditor for the Technical
Imaging Division and field and contact
centers. Initiated the documentation and
management of key processes and
procedures for the division.
Accomplished and sustained certification
through Price-Waterhouse with zero
quality defects.


Education:
PROFESSIONAL DEVELOPMENT

Real Estate License Preparation Course |
Call Center Metrics
Quality Assurance Methodologies
(Baldrige, Six Sigma, and ISO 9001) |
Akron Barber College


Affiliations:

AFFILIATIONS & ACTIVITIES

Member, American Society for Quality
(Currently ASQ)
Volunteer, St. Jude’s Partner in Hope
Sponsor, Christian Children's Fund
(Currently ChildFund)


Skills:

CORE COMPETENCIES

General and Executive Management
Multi-Site Call Center Administration
Quality Assurance and Improvement
Performance Management
Strategic Planning and Analysis
Service and Product Expertise Customer
Service and Relations
Growth and Development Impacts
Training and Development
Facilities Management
Rapid Conflict Resolution
Cross-Functional Leadership and Team
Building


Additional Information:


TECHNICAL ACUMEN

Interactive Voice Response (IVR) |
Automatic Call Distribution (ACD)
Customer Relationship Management (CRM)
Software | Microsoft Office Suite (Word
and PowerPoint)
Windows Operating System | Internet
Applications


Reference:
Available upon request.


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