Unit Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Proven ability to quickly build relationships with both clients and business audiences. Quick-learning with excellent multi-tasking skills and ability to quickly master new technology, including excellent proficiency in Black Knight. Commended for innovation and creative problem-solving abilities to address business challenges.

  • Strategic Planning
  • Staff Management
  • Verbal and written communication
  • Budgeting
  • Financial Management
  • Team Building
  • Detail-oriented
  • Critical thinking
  • Root Cause Analysis
  • Excellent work ethic
Work History
10/2009 to 11/2019
Unit Manager Regency Care Of Copley Copley, OH,
  • Supervised team of seven to twenty employees and developed and mentored team of non-exempt associates supporting one or multiple clients.
  • Communicated expectations and managed for individual and team performance results.
  • Provided ongoing coaching and directions to associates and support culture of teamwork, commitment, productivity and superior quality.
  • Engaged in staff recruitment, interviewing, hiring, training, evaluation, and discipline.
  • Coordinated workflow and ensured client standards were met on daily, weekly, and monthly basis.
  • Monitored and tracked performance of work group and make appropriate adjustment to ensure client requirements were met.
  • Participated in administration and monitoring of operational budget, which included payroll tracking, and managing staffing levels.
  • Monitored ongoing quality standard for employees/team and promote culture of continuous improvement.
  • Investigated and appropriately addressed client concerns, complaints and/or opportunities Participated in client meeting and/or regulatory audits.
  • Obtain feedback on performance of work group and make appropriate adjustment to ensure client requirements are met for investor guidelines
  • Monitored employee and team performance and maintain required service levels in order to meet client contractual agreements
  • Knowledge of Dodd-Frank, Regulation X (RESPA),Regulation Z (TILA) and Banking Regulations and provided clients with root cause analysis reports.
  • Ensured compliance with regulatory agencies guidelines & standards including, but not limited to RESPA, CFPB,and implement any necessary procedural changes
  • Researched Regulation X (RESPA),Regulation Z (TILA) and Banking Regulations and responded to client regulatory audits and standards to Dodd-Frank, Build and maintain effective internal and external working relationships.
  • Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee moral and process improvement initiatives
  • Facilitated daily Lean Six Sigma meetings with team to eliminate problems, inefficiency, and improve workflow to provide better response to customers' needs celebrate team "Wow moments" encourage team support & collaboration, and remind & emphasize company's vision mission statements.
  • Performed job duties for next level,Operations Manager when needed such as; assisted with preparation and submittal of annual budgets.
  • Implemented best practice standards for double disbursements resulting in substantial reduction of accounts receivable delays.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Developed policies and procedures for effective report processing management.
  • Redesigned workflow processes for lender placed processors in manual processing , resulting in reduction of staffing costs by 25% company-wide.
  • Handled complaints from clients and customers and immediately took steps for quick resolution and to prevent reoccurrence.
  • Achieved financial objectives by assisting operation manager with annual budgeting and scheduling expenditures.
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
10/2004 to 10/2010
Team Leader Supervisor Voya Manchester, NH,
  • Supervise team of seven associates in monitoring and tracking workflow to ensure client service level agreements are met.
  • Train new and current associates.
  • Attend weekly and bi-weekly conference calls with clients and outsourcing center to discuss issues and concerns.
  • Responsible for answering internal and external calls regarding lender placed insurance.
  • Conduct monthly internal audit on team exception reports, open items, client mailboxes, and tasks.
  • Responsible for researching and determining root cause and resolution for monthly client audits.
  • Responsible for updating action tasks plan for client audits.
  • Provide monthly audit results to associates and determine development need.
  • Assist with updating procedure manuals for exceptions and open items.
  • Skilled in building cross-functional teams demonstrating exceptional communication skills, and making critical decisions during challenges.
09/1999 to 06/2004
Customer Service Representative Team Lead Alliance Therapy Services Beaumont, TX,
  • Supervised team of seventeen-customer service agents in monitoring and tracking workflow to ensure client service level agreements are met.
  • Responsible for monitoring team's performance through call observation and providing feedback to manager for coaching and development.
  • Responsible for providing ongoing training to team members by assisting with developing areas.
  • Responsible for communicating any procedure changes and team stats to team.
  • Responsible for updating daily management reports for team's quality and production.
  • Responsible for handling supervisor calls when necessary.
  • Assisted clients with escrow problems and following up to ensure matter has been solved.
  • Assisted with training of new hires on various computer systems.
  • Assisted new hires and training needs and track their performance for 90 days.
  • Assisted manager with developing and implementing procedure improvement to streamline process.
  • Responsible for typing memos and letters to internal and external clients.
  • Motivated teams by recognizing and rewarding excellence.
  • Developed strategies to assist associates in meeting goals.
  • Assisted with recruiting and hiring perspective candidates.
  • Held monthly meetings with associates to provide constructive feedback on performance.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Created efficient work schedules for each team member to maintain deadlines and fully staff shifts.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Partnered with trainer to train and develop team member skillsets and competencies.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Audited and documented all processes and procedures for new accounts department.
07/1994 to 09/1999
Customer Service Representative Specialist Assurant City, STATE,
  • Responsible for answering inbound and outbound calls from customers, agents, and clients regarding homeowners insurance on multi-accounts.
  • Responsible for analyzing and researching customer's inquires and providing status to various internal and external customers.
  • Assisted manager with monitoring workflow and updating management report.
  • Responsible for handling escalated calls when manager is unavailable.
  • Assisted manger with developing and implementing procedure improvement to streamline process.
  • Responsible for typing memos and letters for internal and external customers.
  • Trained new hires on various systems (Fidelity and Trackball).
  • Researched and reconciles discrepancies of refund checks and forward back to client.
Expected in
Southern University And A & M College - Baton Rouge, LA

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Resume Strength

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  • Strong Summary
  • Target Job
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Resume Overview

School Attended
  • Southern University And A & M College
Job Titles Held:
  • Unit Manager
  • Team Leader Supervisor
  • Customer Service Representative Team Lead
  • Customer Service Representative Specialist
  • Some College (No Degree)

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