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Life Acquistions Director resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Knowledgeable professional expert in streamlining processes, supervising team members and performing Customer contact center management. Committed go-getter with team player attitude and ability to remain calm in stressful situations.

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

Skills
  • Life Insurance
  • Life insurance knowledge
  • Employee motivation
  • Issue and conflict resolution
  • Team building
  • Problem resolution
  • Customer service
  • Call Center Management
Education and Training
Weir High School Weirton, WV, Expected in 05/1982 High School Diploma : - GPA :
West Virginia University Morgantown, WV Expected in : Computer Science - GPA :
Experience
Ul - Life Acquistions Director
Salem, NH, 02/2007 - 05/2020
  • Achieved cost-savings by developing functional solutions for retention and conservation problems.
  • Supported Claims, Back End Processing and Customer Service departments by compiling paperwork and taking detailed meeting minutes.
  • Created agendas and communication materials for team meetings.
  • Collaborated with others to discuss new products and service opportunities.
  • Earned reputation for good attendance and hard work.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Improved operations by working with team members and customers to find workable solutions.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Managed daily operations, including supervising multiple team members across the Acquistions Department.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Enforced security policies and procedures to protect company assets from theft, loss or damage.
  • Implemented conflict-resolution tactics by cooperating with clients and staff to achieve team objectives.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics to implement improvements.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
Fellowes, Inc. - Operations Manager
Schaumburg, IL, 06/2004 - 12/2006
  • Developed incident management strategy, including troubleshooting, root cause analysis and timely resolution.
  • Managed daily operations, including supervising multiple team members across several service areas.
  • Conferred with subordinate managers each day to assess needs and optimize activities.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Assisted in refining procedures, defining best practices and correcting reported audit issues.
  • Assessed upcoming projects to forecast projected resource requirements.
  • Implemented conflict-resolution tactics by cooperating with clients and staff to achieve team objectives.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Implemented policies and standard operating procedures and managed quality, customer service to implement improvements.
  • Implemented process improvements based on identification of productivity or quality issues.
  • Improved morale and management communication by creating employee recognition and rewards practices.
AIG VALIC - Customer Service Manager
City, STATE, 01/1989 - 04/2004
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Worked with Quality Assurance to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed day-to-day operations, including supervision and assignment delegation for 20-member team.
  • Initiated development and implementation of customer service management training process.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.

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Resume Overview

School Attended

  • Weir High School
  • West Virginia University

Job Titles Held:

  • Life Acquistions Director
  • Operations Manager
  • Customer Service Manager

Degrees

  • High School Diploma
  • Some College (No Degree)

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