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Customer Coach Resume Example

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CUSTOMER COACH
Professional Summary

Experienced Customer Coach with a strong working knowledge of customer service processes and policies.  Responsible for identifying gaps in procedures, coaching and developing agents, managing performance, providing timely feedback and participating in cross-functional projects. 

Core Strengths
  • Coaching and development
  • Results-oriented 
  • Multi-tasking
  • Relationship building skills
  • Process improvement
  • Conflict resolution
Professional Experience
Ameriprise Auto and Home InsuranceDe Pere, WICustomer Coach01/2013 to Current
  • Coach and develop associates
  • Provide verbal/written feedback
  • Serve as a liaison to the leadership team
  • Establish and maintain effective working relations across all levels of leadership throughout the company 
  • Manage monthly department team huddles
  • Analyze trends within the department and coach front line users
  • Point person for Customer Service Department on the NICE upgrade project.
  • Identify procedural improvements and develop solutions
  • Audit calls and calibrate on company procedures ensuring compliance
  • Led the Technical Supervisor manual revamp
  • Actively participate in the Quality Task Force group researching target audit trends with significant financial impact on our company
  • Pro-actively assist trainers in the classroom as needed
  • Developed and implemented the coaching structure for Citi Benefits, Technical Supervisors and Tech Backups.
  • Resolve customer questions, issues and complaints
Ameriprise Auto and Home InsuranceDe Pere, WISenior Technical Supervisor11/2006 to 01/2013
  • Trained, coached and audited agents in developing skills necessary for becoming a Tech Backup
  • Audited and coached peers to help improve overall job performance
  • Provided verbal/written feedback to peers
  • Handled Commissioner complaints
  • Liaison between Client Service and Sales Departments 
  • Developed and implemented the new quality auditing metrics for the Tech Backup's
  • Worked under strict deadlines
  • Made sound business decisions
  • Facilitated interdepartmental Underwriting proficiency project to discuss processes improvements between departments
  • Implemented process improvements to increase the accuracy, efficiency and responsiveness of the customer service department
  • Conducted comprehensive underwriting reviews of existing auto and home policies
  • Completed high level Manager and Supervisor escalated calls
  • Ability to multi-task; diligently managing the back office Project Team in addition to my current role for 3 months when the leader was out on maternity leave
Ameriprise Auto and Home InsuranceDe Pere, WICustomer Service Representative05/2005 to 11/2006
  • Developed highly empathetic client relationships and earned reputation for exceeding customer service goals.
  • Mentored new hires
  • Cross-trained and provided back-up for other customer service representatives when needed
  • Developed reputation as an efficient service provider with high levels of accuracy
Education
Hotel & HospitalityFox Valley Technical College, Appleton, WI
Business ManagementNortheast Wisconsin Technical College, Green Bay, WICoursework in [Course Name]
Attributes
  • Insurance Industry Certificate
  • AAH Policy vs. Guidelines
  • AAH Policy Interpretation
  • Ethics for the Insurance Professional- AAH
  • Co-chair for the 2016 Bridge Networking Group
  • Co-chair of the 2015 EGC Bucketpalooza committee
  • Professional Presence - AAH
  • OEDI: Harvard ManageMentor Difficult Interactions
  • OEDI: Harvard ManageMentor Persuading Others
  • Creating Your Own Personal Accountability
  • Dealing with Change and Transition
  • Managing Unconscious Discrimination and Bias
  • OEDI: Emotional Intelligence For Individual Contributors
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Resume Overview

Companies Worked For:

  • Ameriprise Auto and Home Insurance

School Attended

  • Fox Valley Technical College
  • Northeast Wisconsin Technical College

Job Titles Held:

  • Customer Coach
  • Senior Technical Supervisor
  • Customer Service Representative

Degrees

  • Hotel & Hospitality
    Business Management

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