Progressive InsuranceJanuary 2015 to November 2017Lead CLRU Representative
Austin, TXProperly 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 GoMarch 2013 to January 2015Manager
TXOwned 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 GroupJuly 2007 to February 2013Office Manager
Houston, TXAddressed 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 BankMay 2004 to June 2007Lead Teller Operations Specialist
Bastrop, TXBalanced 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.
