Amber Mott
San Antonio,TX
Summary
Results-driven insurance industry supervisor with 2 years of experience overseeing a team of 43 employees. Proven track record in driving team productivity, maintaining client satisfaction, and implementing process improvements. Skilled in coaching, training, and mentoring staff to achieve performance goals and ensure adherence to quality standards. Adept at resolving personnel-related issues and fostering a collaborative work environment. Strong communication and relationship-building abilities with both internal and external stakeholders.
Overview
9
9
years of professional experience
Work History
Supervisor
SWBC
08.2020 - 12.2022
- Supervised a team of 43 employees in the insurance industry, ensuring effective time management, scheduling, and performance management.
- Delegated tasks and reports to meet daily targets, overseeing the review of approximately 200 files per agent, while maintaining adherence to service level agreements (SLAs).
- Assisted in hiring and training over 20 candidates, including building and leading a team of 6 employees specialized in handling escalated calls. Actively participated in team chats as a subject matter expert (SME).
- Contributed to setting and testing achievable performance goals, conducting monthly audits of 20 team members, including 5 phone audits, to monitor and enhance quality standards.
- Conducted performance audits and worked with HR to address any performance issues, while also issuing attendance warnings when necessary.
- Implemented a new escalation process and played a key role in the successful implementation of a file management process with performance goals, including training agents and testing system enhancements.
- Collaborated closely with the account management team to ensure client satisfaction and addressed any issues that arose. Worked in coordination with the procedure team to ensure timely publication of department procedures.
- Provided regular reports to upper management on staffing, performance, attendance, and potential financial risks.
- Assisted in end-of-month billing reports to ensure accurate client billing.
Client Service Representative
SWBC
09.2016 - 08.2020
- Responded to client emails in Salesforce, addressing inquiries, audits, and providing support.
- Handled helpline calls from the inbound customer service team, assisting with third-party system questions.
- Assumed supervisor calls to address and resolve borrower issues effectively.
- Collaborated with clients on a daily basis, offering prompt assistance and addressing their questions.
- Played an instrumental role in writing and publishing procedures for the team and other departments.
- Entered and meticulously verified data received from escalated client complaints, ensuring accurate system updates.
- Maintained accuracy in client reports by verifying and correcting data entries to meet quality standards.
- Managed data related to insurance premiums, handling financial information with precision and confidentiality.
- Utilized software and tools such as Cotrak, Microsoft Excel, Salesforce, Adobe, Black Knight, Loan Serv, and SharePoint.
- Demonstrated proficiency in these tools and served as a Subject Matter Expert (SME) to support colleagues.
- Conducted thorough reviews of client reports, working with over 5,000 records and cross-checking data to ensure accuracy.
- Facilitated the implementation of new processes, collaborating with clients and training other departments as needed.
- Fostered strong interdepartmental relationships, working closely with 12 departments to resolve issues and contribute to procedure development.
- Recognized for outstanding performance, receiving the Employee of the Quarter award in the last quarter of 2021.
- Played a pivotal role in the Genesys Implementation Team, training over 600 employees and streamlining procedures.
- Led the transition of procedures from an Excel spreadsheet to a SharePoint site, ensuring up-to-date and accessible information.
- Managed deadlines and Service Level Agreements (SLAs), prioritizing tasks based on urgency and coordinating efforts with leadership and team members to meet project timelines effectively.
Data Entry Specialist
SWBC
09.2013 - 09.2016
- Processed and completed billing edits daily to ensure customer insurance payments are submitted in a timely
manner. - Called insurance agencies for verification on insurance policies.
- Established and maintained communication with financial institutions to ensure client expectations are met.
- Created and maintained procedures.
- Helped onboard 12 new employees and assisted in the development of training programs to meet ongoing
customer service initiatives by identifying and coordinating training needs. - Maintained several reports to ensure the processes and procedures were correct.
Education
High School Diploma -
La Joya Community High School
Avondale, AZ05.2009
Skills
- Effective Communication: Open and proactive communication with team members and upper management, ensuring concerns were addressed and issues were resolved collaboratively
- Conflict Management: Skilled in managing conflicts and resolving issues within the team or with clients, maintaining a positive and productive work environment
- Critical Thinking and Problem Solving: Proficient in analyzing complex situations, making informed decisions, and implementing effective solutions to meet objectives
- Time Management and Priority Setting: Strong ability to manage workflow, prioritize tasks based on importance and deadlines, ensuring efficient and timely completion
- Mentorship: Provided guidance, coaching, and mentorship to team members, fostering their professional growth and development
- Willingness to Learn: Demonstrated a proactive attitude towards learning and staying updated with industry knowledge and emerging trends
- Data Analysis: Utilized data analysis skills to ensure accuracy in billing, file management, and audit processes, contributing to compliance and operational efficiency
- Collaboration: Collaborated effectively with cross-functional teams, such as account management and procedure teams, to ensure client satisfaction and timely procedure publication
- Process Improvement: Successfully implemented new escalation processes and file management procedures, contributing to improved performance and goal achievement
- Problem-Solving: Demonstrated strong problem-solving skills, including addressing escalated issues and finding creative solutions to challenging situations, such as assisting clients with limited funds for repairs
- Technical Skills: Cotrak, Loss Trak, Black Knight, Loan Serv, Genesys Phone System, Microsoft Office (Excel, Word, PowerPoint), Salesforce, Zendesk
Accomplishments
- Recognized for outstanding performance, receiving the Employee of the Quarter award in the last quarter of 2021.
- Played a pivotal role in the Genesys Implementation Team, training over 600 employees and streamlining procedures.
- Led the transition of procedures from an Excel spreadsheet to a SharePoint site, ensuring up-to-date and accessible information.
Timeline
Supervisor
SWBC
08.2020 - 12.2022
Client Service Representative
SWBC
09.2016 - 08.2020
Data Entry Specialist
SWBC
09.2013 - 09.2016
High School Diploma -
La Joya Community High School