Yyyyyy x. yyyyyy
Dynamic, results-oriented Operations Management Professional with broad based experience in leading process improvement, staff development, and cost containment strategies to enhance effectiveness and drive performance indicators in a fast-paced, highly competitive environment. Exceptional Trainer and Project Manager with a proven track record of supporting organizational development, client relations, and fiscal planning directives. Core competencies include:
Identify Key Metrics/Trend Analysis
Succession Planning/Org. Development
Persuasive and Effective Communicator
Business Analysis/Process Improvement
Interpret Contracts/Vendor Negotiation
Education and Professional Development
Fordham University, Tarrytown, XXXXXX - Bachelor of Science, Corporate Training and Management
Lean Six Sigma for Service/Yellow Belt XXXXXXS P&C License
2000 to 2010: LIBERTY MUTUAL INSURANCE GROUP - Elmsford, XXXXXX
2008 to 2010: Senior Business Analyst
Created comprehensive analysis, business forecasts and revenue reports to inform senior management of trend activity and performance metrics to enhance smart business decision processes.
Contributed strong process improvement talent to evaluate and develop standardized key reports and processes to optimize information gathering strategies; monitored departmental expenditures and tracked data against budget requirements.
Acted as key liaison for management on real estate inquiries, administrative issues and staffing needs.
2004 to 2008: Service Manager
Integral team member in providing outstanding customer service to enhance client retention, customer relations, and revenue growth through repeat and referral business.
Gained significant insight into the management of multiple personal lines of insurance products and plans; led staff training and development efforts to optimize product awareness, and ensured that all communications with clients were accurate and reflective of compaxxxxxx standards.
Utilized best practices approach to create an environment of continuous learning, resulting in team cohesion and increased staff morale; spearheaded development of comprehensive staffing and succession plans.
2001 to 2004: Service Team Leader/Trainer
Facilitated comprehensive employee development to enhance customer service skills, procedural knowledge, and sales processes; maintained oversight of work flow and staffing needs, and made adjustments as needed.
Collaborated with Underwriting team to resolve risks outside binding authority; clarified information to field representatives.
2000 to 2001: Service Specialist- Coverage Inquiries
Interpreted complex client contracts leveraging a deep and rich understanding of all lines of personal products; trained sales and service staff on product features and benefits, and monitored customer satisfaction indicators to identify deficiencies, and increase team performance.
Contributed to the hiring process of Service Representatives, and provided performance feedback to enhance business outcomes.
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