jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom summary seasoned dedicated team leader expertise customer service team building issue resolution interpersonal communication proficient project management personnel training scheduling sets example work ethic multitasking critical skill thinking quality strong leader offering 16 years great customer experience accomplished supervisory roles focused skilled employee oversight mentoring driving continuous improvements recognized high levels production quality people oriented team leader effective successfully executing new initiatives maintains workplace culture consistent organizations mission values outstanding trainer new hires processes quality highlyfocused ambitious team lead bringing 8 years management experience motivating employees problem solving skills talented employee hiring training development retentionpromoting relationship building strong interpersonal communication skills energetic work attitude selfdirected team player meticulous attention detail strong problem solving skills focused customer satisfaction active listening skills skills skilled multitasker deadlineoriented high customer service standards conflict resolution strong organizational skills dedicated process improvement experience senior team lead human resources operations 012021 current marten transport lake zurich il promoted leadership position recognition strong work ethic demonstrated ability provide exceptional customer service developed implemented policies procedures process improvement initiatives improve retention rates increase customer satisfaction improved operational efficiencies creating filing systems maintain confidential employee documents reports fostered positive employee relationships communication training development coaching interviewed hired trained new quality customer service representatives strengthened enhanced processes managing complaints leading thorough investigations incidents concerns reviewed specifications directions carefully determine precise set production equipment according specifications worked seniorlevel management create fair consistent hr policies procedures senior team lead 092016 012021 assurant toms river nj developed implemented policies procedures process improvement initiatives improve retention rates increase customer satisfaction mentored newly hired employees machine operations implemented training safety procedures prevent injuries fostered positive employee relationships communication training development coaching interviewed hired trained new quality customer service representatives assessed motivated empowered team members work build customer satisfaction loyalty support retention growth optimized team performance training new hires use equipment standard procedures organizational policies evaluated employee performance identified areas improvement communicated plans employees created maintained production schedules based employee productivity company needs seasonal plans supervised team number employees working type equipment maintaining safety cultivating productive atmosphere recruiter spealist 042013 092016 select medical corporation maple grove mn coordinated schedules set appointments calling customer type scheduled confirmed appointments maintained customer records timely accurate database updates implemented new recordkeeping documenting systems improve organization traceability provided exceptional customer service effective telephone communication followups processed payments updated accounts reflect balance changes managed large volumes daily outgoing calls adhering predetermined quotas provided clerical support team members improve office efficiency enhance productivity property adjuster 052010 042013 farmers insurance city state conducted interviews gathered detailed information completed field investigations investigated potentially fraudulent claims focus thoroughness quality cost controlidentified collected evidence determined value specific claim served subject matter expert wind hail fire water claims conducted claim estimate inspections communicated insured individuals explain audit classifications computations recommended settlement offers negotiated payment arrangements investigated claims conducted field audits determined losses reported findings worked underwriting loss reserves risk assessment coordinated field reviews completed required investigations referred files timely manner analyzed first reports loss underlying file material determine claim suspect drafted statement loss summarize damages payments underlying policy coverage built customer loyalty placing followup calls customers reported product issues acting customer service staff manager 082009 062010 farmers insurance group city state manage team supervisors overseeing customer service associates claims process providing assistance claims center actively contribute growth customer service supervisors help reach level success needed support call center highest level partake hiring process customer service associates supervisors education well termination process maintaining detailed performance records reports supervisor customer service associates conflictresolutionresolving customer complaints using proactive listening skills established methods conflict resolution conducting behavior reviews supervisor reviewing behavior reviews customer service associates leader supervisors customer service associates peers following farmers customer service supervisor 012007 072009 farmers insurance group city state supervise team individuals claims process providing additional help claims center actively contribute growth customer service associates help achieve level success needed support call center highest level supervised assignment claims handled customer service associates provide supplemental training needed resolving customer complaints using proactive listening skills established methods conflict resolution maintaining detailed performance records evaluations employees covering supervisor hunt line answer questions arise partake hiring process customer service associates well termination process audit national catastrophe department drivein queue developed implemented monitored programs maximize customer satisfaction owned team productivity metrics interviewed hired trained new quality customer service representatives provided detailed monthly departmental reports updates senior management addressed negative customer feedback immediately provided high level product leadership support representatives clients effectively communicated team members maintain clearly defined expectations developed rapport customer base handling difficult issues professionalism recommended changes existing methods increase accuracy efficiency responsiveness customer service department customer service associatesenior csa 082005 012007 farmers insurance group city state handle inbound outbound calls regarding new existing claims correctly assign appropriate adjustors process claims offer services insureds claimants according company policy state guidelines maintain active adjustors license required states mentor new customer service associates assist supervisor selected tasks various projects achievements silver gold club award superior service multiple times implementing testing subsequent evaluation new programs procedures collected customer feedback made process changes exceed customer satisfaction goals crosstrained provided backup customer service representatives needed provided accurate appropriate information response customer inquiries collected customer feedback made process changes exceed customer satisfaction goals developed effective relationships call center departments clear communication assisted development call centers operations quality training processes worked upper management ensure appropriate changes made improve customer satisfaction education training bachelor science psychology 052005 southwest baptist university bolivar mo double major psychology sociology