Hi, I’m
Ana Molina
Carrollton,TX
Summary
Multi-talented Customer Service Manager at Goosehead Insurance Agency, with a proven track record in process improvement and data reporting. Expert in problem-solving and team collaboration, I successfully implemented strategies that enhanced vendor performance and reduced costs. Committed to fostering employee training and development, driving operational excellence through innovative solutions.
Overview
10
years of professional experience
1
Certification
Work History
Goosehead Insurance AgencyWestlake, TX
Vendor Relationship Manager
07.2024 - 05.2025
Job overview
- Oversaw the India service contract, ensuring compliance with SLAs through regular reporting, training, and performance monitoring.
- Conducted audits and performance reviews to verify vendor adherence to contractual obligations and service standards.
- Created and maintained up-to-date SOPs, aligning vendor processes with evolving business and client requirements.
- Developed and implemented strategies for vendor onboarding, training, and continuous performance improvement.
- Analyzed service data to identify cost-saving opportunities and operational enhancements across the vendor program.
Goosehead Insurance AgencyWestlake, TX
Escalation Specialist
06.2023 - 07.2024
Job overview
- Designed and executed proactive strategies to minimize escalation frequency and enhance overall carrier experience.
- Led training sessions on escalation protocols, ensuring team adherence to resolution standards and best practices.
- Analyzed escalation trends and conducted case audits to identify root causes and enforce proper closure procedures.
- Collaborated cross-functionally to resolve complex technical and service issues, minimizing operational disruptions.
- Created and maintained clear, standardized procedures to ensure consistent and effective resolution of escalated cases.
Goosehead Insurance AgencyWestlake, TX
Service Manager
11.2017 - 10.2020
Job overview
- Developed and implemented streamlined administrative procedures that boosted operational efficiency and service delivery.
- Proactively identified performance and process gaps, driving strategic improvements across service functions.
- Led full-cycle recruitment, onboarding, and training to build and retain a skilled, customer-focused team.
- Conducted performance reviews and coaching sessions to enhance employee engagement and productivity.
- Collaborated with leadership across departments to align service operations with broader business goals.
Goosehead Insurance AgencyWestlake, TX
Service Team Leader
07.2015 - 11.2017
Job overview
- Coordinated and led training sessions to onboard new employees and ensure readiness.
- Provided coaching and regular feedback to boost individual and team performance.
- Monitored performance metrics to identify trends and implement process improvements.
- Guided team members in resolving complex customer issues, ensuring high service standards.
- Developed and enforced standard operating procedures to handle customer inquiries efficiently.
Education
Nimitz High SchoolIrving, TX
High School Diploma
05-2003
Skills
- Process improvement
- Data reporting
- Problem solving
- Team collaboration
- Employee training
- Customer service
Languages
Spanish
Native/ Bilingual
Certification
- Property and Casualty Insurance License
Software
Microsoft Office Suite
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsTimeline
Vendor Relationship Manager
Goosehead Insurance Agency
07.2024 - 05.2025
Escalation Specialist
Goosehead Insurance Agency
06.2023 - 07.2024
Service Manager
Goosehead Insurance Agency
11.2017 - 10.2020
Service Team Leader
Goosehead Insurance Agency
07.2015 - 11.2017
Nimitz High School
High School Diploma
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