Amy Vanrell
Egg Harbor Township,NJ
Summary
Dynamic Director of Operations with extensive experience in strategic planning and operational oversight, consistently driving organizational efficiency through targeted process improvements. Achieved significant enhancements in customer retention by leveraging exceptional problem-solving and communication skills, while surpassing established KPIs. Versatile Managing Director skilled in fostering partnerships, overseeing personnel, and crafting tactical plans that align with strategic objectives. Proven leadership capabilities complemented by a strong commitment to operational excellence and staff development, ensuring sustained growth and high levels of customer satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Director of Operations
Ludwig Financial Group
09.2011 - Current
- Planned and monitored day-to-day running of business to facilitate smooth progress.
- Managed the development of staff by providing guidance, feedback and support when needed.
- Collaborated with team members on projects, delegated tasks as necessary, and managed expectations accordingly.
- Analyzed current operational processes and performance, recommending solutions for improvement.
- Analyzed existing processes, identified areas for improvement and created new procedures to optimize workflow.
- Organized team meetings to keep staff members up-to-date with organizational changes.
- Monitored key performance indicators to support organizational objectives.
- Developed processes to monitor performance and identify potential areas of improvement.
- Coordinated activities between multiple departments in order to achieve organizational objectives.
- Reviewed financial information and adjusted operational budgets to promote profitability.
- Formulated and implemented plans and policies to reduce operational costs and improve efficiency.
- Coordinated with department managers to support seamless implementation of operational strategies.
- Prepared staff work schedules and assigned specific duties.
Customer Service Representative
Insurance Agencies Inc.
08.2007 - 09.2011
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Adhered to company policies and procedures while providing superior service.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Logged details of customer service calls in computer system following correct protocols.
- Provided account information to customers and explained bill service policies and customer rights.
- Tracked all incoming calls and emails from customers using appropriate software applications.
- Analyzed customer feedback surveys to identify areas of improvement in the customer service department.
- Displayed strong organizational skills while managing multiple projects simultaneously.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Conferred with customers by telephone or in-person to provide product or service information.
Customer Account Manager
McMahon Agency Inc
02.2002 - 08.2007
- Analyzed customer data to create targeted marketing campaigns that increased brand awareness.
- Gathered feedback from customers to identify areas for improvement in products and services.
- Ensured compliance with industry regulations when dealing with sensitive customer information.
- Built strong relationships with clients by providing reliable, timely service.
- Demonstrated excellent problem-solving skills in resolving customer complaints promptly and efficiently.
- Used knowledge of company products and services to recommend solutions to customers.
- Responded promptly to customer queries to increase overall satisfaction.
- Built and established strong relationships with customers, enabling long-term partnerships.
- Developed strong relationships with clients to grow business networks.
- Followed up with customers after sales to gain feedback.
- Entered customer transaction information into company databases.
- Arranged in-person meetings and visited with clients to improve success of sales pitches.
Education
No Degree - Life And Health Insurance
JC Leap Insurance
Linwood, NJ10-2006
No Degree - Property And Casualty Insurance
South Jersey School of Business
Northfield, NJ10-2002
High School Diploma -
Mainland Regional HS
Linwood, NJ06-2000
Skills
- Process Improvement
- Schedule oversight
- Quality Assurance
- Operational Efficiency
- Project Management
- Logistics Coordination
- Budget Management
- Time Management
- Team Leadership
- Organizational Skills
- Conflict Resolution
- Performance Measurement
- Policy Development
- Data Management
Certification
- NJ State Property and Casualty Producer
- NJ State Life and Health Producer
Timeline
Director of Operations
Ludwig Financial Group
09.2011 - Current
Customer Service Representative
Insurance Agencies Inc.
08.2007 - 09.2011
Customer Account Manager
McMahon Agency Inc
02.2002 - 08.2007
No Degree - Life And Health Insurance
JC Leap Insurance
No Degree - Property And Casualty Insurance
South Jersey School of Business
High School Diploma -
Mainland Regional HS
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