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Manager Resume Example

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MANAGER
Career Focus

Dedicated and motivated professional with over 12 years of leadership experience specializing in building relationships with external and internal clients in order to foster a successful customer experience that will positively affect the growth of the business.

Summary of Skills
  • Team building
  • Focused on customer satisfaction
  • Talent development
  • Campaign performance tracking
  • Operations management
  • Process development
  • Procedure development
  • Conflict resolution
  • Complex problem resolution
  • Value analysis
Professional Experience
Manager, 07/2013 to CurrentShort Term Disability Lincoln Financial － Atlanta, GA
  • Monitors and evaluates overall metrics for team productivity and takes appropriate action to meet or exceed standards.
  • Troubleshoots and tracks errors and issues with the enrollment cases
  • Collaborates with sales offices to ensure effective service delivery of claims.
  • Provides training and development opportunities for team members and gives honest and open feedback to aid in the development of talent.
  • Responsible for the employment, promotion, associate performance evaluation, training, motivation, counseling, and discipline of assigned associates
Supervisor, 12/2012 to 07/2013Short Term Disability Lincoln Financial － Atlanta, GA
  • Motivates, coaches, and develops the Claims team
  • Provides consistent and constructive feedback to employees trains, develops, and identifies employees' training and resource needs
  • Maintains employee records regarding to performance and attendance; schedules daily work
  • Monitors the quality and quantity of work performed by the unit
  • Recommends promotions and terminations of direct reports
Quality Auditor, 12/2011 to 12/2012Aflac － Columbus, GA
  • Research and conducts process audits based upon client, regulatory and internal requirements.
  • Prepares and reviews analysis of records, reports, regulations and operating procedures and practices.
  • Proactively provides insight to leadership by providing recommendations for process improvements.
  • Develops, coordinates, documents and updates guidelines to ensure increases in quality scores.
  • Responsible for reviewing and validating the audits of any work performed by third party auditors
Team Leader Claims Lead Specialist, 09/2003 to 12/2011Aflac － Columbus, GA
  • Supervises assigned team's daily operations and related activities.
  • Develops 15+ claims staff through training, coaching, and mentoring.
  • In accordance with established policies and procedures, audits, monitors, and evaluates the accuracy of business unit processes completed by Specialists.
  • Provides weekly feedback to team members during one-on-one meetings to ensure goal requirements are being satisfied.
  • Corresponds with policyholders and agents on account inquires, billings, premiums, and status changes through verbal and written communication.
Education
Bachelor of Science:Business Management,2015University of Phoenix － Columbus, GA

Current GPA 3.74

Associate of Science:Management and Supervisory Development,1996Columbus Technical College － Columbus, GA

GPA 3.0

Diploma:Information and Office Technology,1994Columbus Technical Institute － Columbus, GA

GAP 2.89

Accomplishments

Customer Service 

  • Developed and implemented an innovative internal communications strategy to improve employee engagement through strategic messaging.
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Database Maintenance 

  • Assisted in the managing of the company database and verified, edited and modified members' information.

Scheduling

  • Managed detailed scheduling to ensure adequate staffing through high-volume holiday season.
  • Planned, directed, coordinated and assigned manpower to efficiently meet production requirements.

Documentation

  • Wrote and edited documents to keep staff informed on policies and procedures.
  • Created new departmental procedures manual.

Competitive Analysis

  • Performed competitive analysis to make recommendations for future company growth.
Professional Affiliations

•VP of Public Relations, Toastmasters International, Toastmasters Too July 2011 – June 2012

•Training Certificate, Aflac Insurance, August 2009

•VP of Education, Toastmasters International, July 2008 – July 2009

•Competent Communicator Designation, Toastmasters International, Toastmasters Too, September 2008

•Health Care Anti-Fraud Associate (HCAFA), AHIP Insurance Education Program, June 2008

•Leadership Development Certificate, November 2004

Skills

benefits, billings, coaching, counseling, client, customer service, database, delivery, documentation, filing, focus, leadership, legal, meetings, mentoring, MS Excel, MS Outlook, MS PowerPoint, Windows XP, MS Word, Works, Monitors, organizational, Paralegal, policies, process improvement, processes, promotion, protocols, quality, Quality Assurance, researching, Research, sales, written communication

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Resume Overview

Companies Worked For:

  • Short Term Disability Lincoln Financial
  • Aflac

School Attended

  • University of Phoenix
  • Columbus Technical College
  • Columbus Technical Institute

Job Titles Held:

  • Manager
  • Supervisor
  • Quality Auditor
  • Team Leader Claims Lead Specialist

Degrees

  • Bachelor of Science : Business Management , 2015
    Associate of Science : Management and Supervisory Development , 1996
    Diploma : Information and Office Technology , 1994

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