Job Search Status
Open to workDesired Job Title
Customer Service ManagerOffice ManagerWork Type
Full TimeLocation Preference
RemoteHybridLocation: Oklahoma City, OK, US
Open to relocation: No
Verified
This profile is verified using an email address.
Becky Latting
Oklahoma City,OK
Work Preference
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Mark Welty State Farm
Tulsa, OK
05.2019 - Current
- Developed training programs for 10-12 new staff to improve service delivery and operational efficiency.
- Fostered a positive work environment, mentoring staff to achieve personal and professional growth.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored 6-8 associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Reduced customer complaints by proactively identifying and addressing common issues.
Office Manager
Brad Latting State Farm
Lawton, OK
07.2008 - 05.2019
- Trained and mentored administrative staff, fostering professional development and operational excellence.
- Coordinated client communications, maintaining high standards of service and relationship management.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Cross-sold insurance products to existing clients to reach sales targets.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
Senior Underwriter
State Farm Insurance Inc
Tulsa, OK
04.1996 - 07.2008
- Collaborated with agents to assess client needs, providing tailored solutions that enhanced customer satisfaction.
- Developed underwriting guidelines that streamlined processes and reduced turnaround times for policy issuance.
- Mentored junior underwriters, fostering their professional growth and enhancing team performance.
- Supported marketing and sales activities with subject matter expertise.
Education
Bachelor of Arts - Sociology
Oklahoma State University
Stillwater, OKSkills
- Microsoft Outlook, Word, and Excel
- Training and mentoring
- Administrative support
- Decision-making
- Adherence to high customer service standards
- Complaint resolution
- Team building and leadership
- Problem-solving
Timeline
Customer Service Manager
Mark Welty State Farm
05.2019 - Current
Office Manager
Brad Latting State Farm
07.2008 - 05.2019
Senior Underwriter
State Farm Insurance Inc
04.1996 - 07.2008
Bachelor of Arts - Sociology
Oklahoma State University