To obtain a position where I can apply my education, years of experience and management skills and provide clients with a high quality of service experience.
Data Quality Assurance Supervisor05/2000 to 06/2015Surplus Lines Stamping Office of TexasAustin, TX
Assist in planning, preparing and executing conferences/seminars.
Plan, prepared and executed multiple Power Point webinar presentations.
Assist in strategic long term planning.
Assist in planning and implementing Disaster Recovery Plan for business.
Wrote and implemented department procedure manual.
Oversees staff including establishing work schedules, and tracking quality/production rates.
Conduct evaluations of staff performance.
Performed sensitive duties to include audits, investigations and report to directors.
Conduct and initiate counseling and disciplinary action when needed in a timely and supportive manner.
Provide staff guidance in handling difficult /complex problems and/or resolving escalated issues.
Trains and instructs newly hired staff in job duties.
Monitors development of staff; manages and exercises judgement on final validation matters.
Establish plans and assist in setting goals to support staff to maintain effective working relationship with employees and report to director.
Familiar with Surplus Lines Laws and Regulations.
Served as point of contact for Texas Department of Insurance and Texas Comptroller of Public Accounts.
Prepared sensitive correspondence and technical reports to agents.
Respond to, researches, and resolves general inquiries from agents.
Evaluated statistical data and interpret results, prepared report for director Conduct policy analyses and recommended solution or methods to decrease number of errors for agents.
Served as point of contact for agents regarding general and technical inquires of Surplus Lines Insurance Law and Regulations.
Reviews and analyzes agent documentation submitted and independently determines acceptability, processes adjustments as necessary Review randomly selected work from staff and agents for accuracy, uniformity, and compliance with procedures Prepares reports of validation results, analysis of data, requirements for correction and follow-up requirements for completion.
Processes and reconciles end of day, end of month, and end of year iSeries reports Serve as backup for routine daily and monthly computer duties Downloads, compiles, and routes monthly TDI agent change information.
Reviews and processes Electronic Communications Management agent changes in MIS Maintain records in MIS.2 System Maintain records/inventory at offsite record facility Prepared budget for review of directors for department.
Use a variety of personal computer programs.
Customer Service Manager01/1999 to 01/2000General Motors CorporationAustin, TX
Take Heavy volume of incoming calls Process all transactions while on the phone using personal computer Understand and access multiple systems and screens of computer and web sites Provide information, answer questions and resolve customer issues/request Excellent problem solving skills Ability to provide empathetic service in stressful situations.
Assistant01/1992 to 01/1999Austin Independent School DistrictAustin, TX
Assist teachers with physically and emotionally challenged students with special needs.
Wrote and implemented curriculum to fit children's needs.
Assisted office staff when needed.
Assisted in maintaining office machines.
Office Manager01/1990 to 01/1992American Dream Auto CareAustin, TX
Supervise all personnel Hiring & firing of personnel Conduct formal and informal reviews of employee job performance Able to make decision and resolve issues in a timely manner Invoicing Collections Ordering supplies Schedule customer appointments Quality control evaluation Staff support.
Director/Lead Teacher/Curriculum Advisor01/1983 to 01/1990Leander Day CareLeander, TX
Supervision of daily operations Supervise all personnel Hiring and firing of employees Scheduling of employees Manage payroll Ordering supplies Collection of tuition Enrolling new clients/students Monitor employee job performance Conduct formal and informal performance evaluations Conduct and initiate counseling and disciplinary action when needed in a timely and supportive manner Resolve employee and/or client issues in a timely and supportive manner Curriculum planning Employee and client record-keeping Report to State and County agencies regarding school compliance and operations.
Jackie Nell Technical School Paraprofessional Certification-AISD Employee Excellence Certification-UT Austin Multigenerational Workforce Certification-UT Austin Effective Communication Certification-UT Austin Speaking in Public Certification-UT Austin Managing Conflict Successfully Certification-UT Austin Grammar, Punctuation and Proofreading Legal Documents-UT Austin Interpersonal Skills-UT Austin Dealing with Difficult People-UT Austin Leadership for Managers Certification-UT Austin Business Writing l-UT Austin Business Writing ll-UT Austin Being a Great Manager-UT Austin Strategies for Successful Managers-UT Austin Performance Counseling-UT Austin Managing as a Coach-UT Austin Human Resource Management Wm B Travis High School
backup, budget, Business Writing, Coach, Interpersonal Skills, conferences, Counseling, client, clients, Disaster Recovery, documentation, firing, Hiring, Human Resource Management, Insurance, inventory, Invoicing, Leadership, Law, Legal Documents, director, Managing, access, office, Power Point, MIS, Monitors, office machines, payroll, personnel, presentations, problem solving skills, Processes, Proofreading, Speaking, quality, Quality control, record-keeping, Maintain records, Scheduling, seminars, strategic, Supervision, phone, validation, web sites
Jackie Nell Technical School Paraprofessional Certification-AISD Employee Excellence Certification-UT Austin Multigenerational Workforce Certification-UT Austin Effective Communication Certification-UT Austin Speaking in Public Certification-UT Austin Managing Conflict Successfully Certification-UT Austin Grammar, Punctuation and Proofreading Legal Documents-UT Austin Interpersonal Skills-UT Austin Dealing with Difficult People-UT Austin Leadership for Managers Certification-UT Austin Business Writing l-UT Austin Business Writing ll-UT Austin Being a Great Manager-UT Austin Strategies for Successful Managers-UT Austin Performance Counseling-UT Austin Managing as a Coach-UT Austin Human Resource Management
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