jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary seeking position claims representative skills experience assistance utilized success enterprise mrm strategy summary qualifications proven effectiveness negotiate resolve complaints escalated level knowledge call center management applications industry standardsrequirements workforce management software service quality assurance programs industry best practices professional verbal written communication skills able motivate group employees towards desired result knowledge human resources wage hour labor law proficient microsoft suite strong leadership skills succeed fast paced results driven atmosphere excellent organizational time management multitasking skills selfmotivated able work well frequentlyshifting priorities expert knowledge dmv automotive ca tx nm insurance claims reporting proficient portal insurance operating systems prime huon claims portal pepsc skills proven effectiveness negotiate resolve complaints escalated level professional verbal written communication skills excellent organizational time management multi tasking skills strong leadership skills customer service oriented work history policy service specialist iii 102006 052010 automobile club southern california city state proficient portal insurance huon claims portal pepsc operating systems prime work well frequently selfmotivated able shifting priorities proficient microsoft suite succeed fast paced results driven atmosphere provide world class member service high volume call center continued education membership california auto collector car home assigned risk umbrella insurance texas new mexico auto home umbrella insurance allowed service multitude members across three states assist supervisors call monitoring peer coaching coownermanager 072005 082006 sims beauty center city state managed staff seven barbers beauticians duties included interviewing license verification hiring advertised promoted salon multiple mediums built relationships clients effort gain loyalty supervisor call center travel production center 042012 112013 automobile club southern california city state collaboratively provide coaching development ensure continual education enrichment maintaining enhancing selfesteem foster understanding immediate service issues maintain total member satisfaction communicate team members individual group meetings encouraging employees support business culture embrace changes well current policies procedures objectives goals create environment conducive high employee satisfaction developmentgrowth retention maintaining respect dignity empower agents handle resolve elevated member service issues managed maximum twentyone agents time coaching developing acquired travel production center tpc currently developing taskforce tpc msc marketing implement permanent process improvements areas proactively identify improvement opportunities agent performance recommendations obstacles overall member interaction analysis root cause factors driving member experience via monitoring compliance internal processes procedures analyzing effectiveness call activity behaviors interpreting voice member accomplishments dfyaerh 2005 2006 automobile club southern california city state communicate interact insureds banks mortgagees lien holders explain benefits effects changes coverages layman terms reunderwrite policies compliance underwriting guidelines prevent premium leakage review policy contract insureds answer insured questions regarding deductibles education diploma education child developmentpsychology 1 2004 los angeles harbor college wilmington ca education child developmentpsychology 1 1999 san pedro senior high school san pedro ca certifications skills calibration call center coaching ca clients driving focus hiring insurance marketing meetings msc policies processes quality