Life Acquistions Director resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
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 SchoolWeirton, WV, Expected in 05/1982 ā āHigh School Diploma: - GPA:
West Virginia UniversityMorgantown, WVExpected in ā ā:Computer Science - GPA:
Experience
Thrasher - Life Acquistions Director Springfield, MO, 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 Itasca, 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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