Progressive Insurance
January 2015 to
November 2017
Lead CLRU Representative
Austin,
TX
Properly directed inbound calls in phone queues to improve call flow.
Led a team of customer service representatives to increase service center profitability. Part of a pilot program that helped implement a more all in one call for new claims start to finish.
Check 'n Go
March 2013 to
January 2015
Manager
TX
Owned team productivity metrics. Resolved customer questions, issues and complaints. Interviewed, hired and trained new quality customer service representatives. Improved service quality and increased sales by developing a strong knowledge of company's products and services.
The Carratala Group
July 2007 to
February 2013
Office Manager
Houston,
TX
Addressed website inquiries, converting into appointments. Monitored office inventory to ensure adequate supply levels and efficient management of company resources. Oversaw all aspects of data management.
Classic Bank
May 2004 to
June 2007
Lead Teller Operations Specialist
Bastrop,
TX
Balanced daily cash deposits and bank vault inventory with a zero error rate. Assembled in-store marketing displays. Prepared daily branch invoices. Trained employees on cash drawer operation. Managed opening and closing times for the main branch. Scheduled staffing for multiple branch locations.
