Experienced Customer Service Manager with over 13 years of experience in insurance Industry. Excellent reputation for resolving problems and improving customer satisfaction. Skilled in assessing customer needs, generating leads, and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Hi, I’m
Adejoke Akinjide
Southgate,MI
Summary
Overview
17
years of professional experience
1
Certification
1
Property and Casuality
Work History
Stay Clean Solutions IncLivonia, MI.
HUMAN RESOURCES MANAGER
07.2019 - 09.2022
Job overview
- Increasing employee’s retention rates above 90% by creating and maintaining positive work environment.
- Implementing effective Human Resources policies to ensure all practices are following labor and employment regulations.
- Developing and implementing HR policies and procedures that meet needs of organization and employees
- Coordinating meeting amongst employees and management staffs to review progress, challenges, get feedbacks and proffer solutions.
- Organize and lead staff orientation programs and training to promote collaboration.
- Streamline HR efficiencies, coordinates new hire orientations and provide onboarding and training for new employees.
- Created organizational filing systems for records.
Farmers InsuranceSouthgate, MI.
BUSINESS ANALYST & MARKERTING RESEARCH CONSULTANT
05.2016 - 05.2019
Job overview
- Developed strategies recruiting, training agents and customer service on sales performance and how to drive sales.
- Managed Agency general operations assigned responsibilities to staff.
- Prospecting goal and marketing plans to achieve desired level of production.
- Developing strategies on revenue enhancement, cost reduction, creating and entering new markets.
- Generated and developed new business ideas.
- Ensured that business ideas are working well and review process constantly.
- Worked collectively with agents and customer service in sales performance.
- Penetrate new markets, managed existing portfolio, strategic planning.
- Analyzed, Client’s risk assessment and Insurance Plan recommendation.
- Assessed business models and integrate with technology.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Increased annual revenue by 20% by recommending improvements in referrals efficiency2
Farmers Insurance GroupSOUTHGATE, United States
Customer Service Executive
05.2005 - 09.2016
Job overview
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Handled 150 calls per day to address customer inquiries and concerns
Created plans and communicated deadlines to complete projects on time
Successfully maintained over 1000 book of business - Affirmed or denied coverage fairly based on thorough investigations.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Exceeded goals through effective task prioritization and great work ethic
- Maintained energy and enthusiasm in fast-paced environment
Commonwealth TransportationSouthgate, MI
OPERATIONS AND DEVELOPMENT MANAGER
05.2012 - 11.2014
Job overview
- Trained Dispatcher on logistics of company and assigned responsibilities and monitors dispatchers for smooth operations.
- Coordinated all aspects of day-to-day operations.
- Ensured that all certifications are completed with Department of Transportation (MDOT).
- Sourced for new contract with other Transportation Management Companies.
- Worked collaboratively with team and set deadlines for completion of projects.
- Ensured that proper certifications are obtained, and conditions of employment are maintained.
- Responsible for Driver’s interview, hiring, screening, training, and evaluation on driving performance.
- Evaluated and verified employee performance through review of completed of word assigned and techniques.
- Formed strategic partnerships, established metrics and participated in complex negotiations.
- Coordinated dispatching of 10+ drivers to accomplish daily delivery requirements.
Education
Colorado Christian University
M.S from Organizational Leadership
2019
University Overview
Wayne State University
B.A from Information System and Management
2010
University Overview
Skills
- Follow Through
- Conflict Resolution
- Training and Development
- Training programs
- Contract Negotiation
- Microsoft Office proficiency
- Recruitment strategies
- Data Entry
- Customer Service Support
- Human Resources
- Implement Solutions
- Employee Retention
- Customer Satisfaction
- New Product Information
Certification
- First Aid/CPR Certified
- Licensed Property and Casualty, Life Insurance
Timeline
HUMAN RESOURCES MANAGER
Stay Clean Solutions Inc
07.2019 - 09.2022
BUSINESS ANALYST & MARKERTING RESEARCH CONSULTANT
Farmers Insurance
05.2016 - 05.2019
OPERATIONS AND DEVELOPMENT MANAGER
Commonwealth Transportation
05.2012 - 11.2014
Customer Service Executive
Farmers Insurance Group
05.2005 - 09.2016
Colorado Christian University
M.S from Organizational Leadership
Wayne State University
B.A from Information System and Management
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