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Claims Contact Center Supervisor Resume Example

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CLAIMS CONTACT CENTER SUPERVISOR
Summary
I have a passion for utilizing continuous improvement and leveraging the knowledge of the people around me driving value for my customers and experience executing both lean thinking project management at Starbucks Coffee Company as well as utilizing my knowledge in the 2016 Claims Services Liberty Management System deployment.
Highlights
  • Team management
  • Focused on customer satisfaction
  • Extensive retail knowledge
  • Recruiting and hiring
  • Training and development
  • Employee retention
  • Collaborative problem solver 
  • Data driven
Accomplishments

Received 4 Bravo awards in 1 year for collaborative problem solving and process improvement.

Experience
07/2015 to Current
Claims Contact Center SupervisorLiberty Mutual Insurance
  • Liberty Management System lead for the 2016 claims service roll out.
  • Successfully balance work priorities and project management while maintaining a customer focused environment of continuous improvement across the Portland Claims Services population.
  • Create and establish business relationships aimed at problem solving and fostering an environment of creating efficiencies and engagement around process improvement Directly impact the customer experience and overall business results through providing coaching, training and managing all aspects of employee performance.
  • Identify trends that impact business results and involve the appropriate individuals to drive improvement for the customer.
  • Important role in opening the Portland contact center in Summer 2015, successfully establish and build relationships, utilize resources and coach individual contributors.
  • Technical proficiency in all systems and lines of business from an intake perspective, leveraging knowledge to train and coach individual contributors and identify opportunities for improvement Develop key insurance knowledge through claims law classes and building business knowledge through value stream mapping courses.
  • Act as interim learning and development trainer ensuring staff is knowledgeable on all lines of business, systems and customer service initiatives.
  • Work on continuous improvement and problem solving tickets, including updating segmentation processes across all intake sites through problem solving and partnership with key business partners across all job functions.
05/2010 to 06/2015
ManagerStarbucks Coffee Company
  • Drive thru operations improvement lead for the Western Mountain Region, identifying opportunities for process improvement and efficiencies through data driven analysis of customer focused metrics , collaborate with key business contacts and measure and monitor results, making key process adjustments.
  • Review business environment and key indicators to identify opportunities, develop systems and provide clear direction to team, coach behaviors, and review results.
  • Responsible for labor management, including analyzing staffing levels for optimal labor usage, as well as training and developing staff.
  • Analyze financial reporting and inventory knowledge to identify and address opportunities to increase profitability and minimize waste.
  • Develop an effective team through hiring, coaching, continual feedback, and development of partners through quality service and support.
  • Partner with company development teams to identify trends and increase sells through alignment on key drivers.
05/2008 to 05/2010
  • Managing Member, Russell Creek Winery Ensure adherence to state and federal regulations and policies.
  • Responsible for managing sales representatives and actively managing underperformance to ensure targets were achieved.
  • Build consumer and vendor relationships through recruiting sales and negotiation.
  • Maintain proper documentation and logs of all production and sales.
  • Manage inventory to ensure no variances for accurate reporting to the Liquor Control Board.
  • Analyze financial reporting and subsequent strategic planning for increased profitability.
05/2006 to 05/2007
InternOregon Health and Science University
  • Recruit study subjects and assess and investigate their backgrounds to ensure they are a good fit.
  • Prepare and analyze study materials.
  • Monitor and develop relationships with study subjects to answer questions to maintain accurate information.
  • Create and maintain positive work relationships among various departments.
Education
5/2007
Bachelor of Arts: PsychologyPsychology Resident Assistant International Experience, Psychology Research Assistant, Secretary of Social Science Club, Volunteer Services Coordinator, and Events Coordinator. Magna Cum Laude
Skills
balance, coach, coaching, continuous improvement, customer service, direction, drivers, financial reporting, hiring, insurance, inventory, law, Managing, materials, negotiation, policies, problem solving, processes, process improvement, project management, Psychology, quality, Maintain proper documentation, recruiting, reporting, Research, sales, staffing, strategic planning, trainer
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Resume Overview

Companies Worked For:

  • Liberty Mutual Insurance
  • Starbucks Coffee Company
  • Oregon Health and Science University

Job Titles Held:

  • Claims Contact Center Supervisor
  • Manager
  • Intern

Degrees

  • Bachelor of Arts : Psychology

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