Betzabe Roman
Saint Petersburg
Summary
Operations and workforce management professional with extensive experience in staffing coordination, scheduling optimization, customer support, and operational analysis across high-volume environments. Skilled in balancing staffing demands, managing schedule adjustments, and collaborating across departments to improve efficiency and service delivery. Strong analytical, communication, and problem-solving abilities with a proven track record of adapting to fast-paced operational needs.
Overview
10
10
years of professional experience
Work History
Insurance Underwriter
Integrity Solutions
03.2025 - Current
- Evaluate and analyze insurance applications to determine risk levels and policy coverage.
- Provide customer support by responding to client inquiries and explaining policy details.
- Collaborate with internal teams to streamline underwriting processes and improve turnaround times.
- Ensure compliance with industry regulations and company standards in all underwriting decisions.
- Managed competing priorities and time-sensitive case workflows while maintaining accuracy, compliance, and consistent communication across internal departments and clients.
Insurance Underwriter
USA Insurance Group
01.2024 - 03.2025
- Assessed auto damage claims and prepared detailed repair estimates.
- Communicated with clients, law enforcement, and body shops to resolve claims effectively.
- Negotiated repair pricing and liability decisions with external vendors.
- Delivered a high level of customer service to ensure client satisfaction and retention.
- Coordinated with multiple external and internal partners to resolve high-volume workflow issues efficiently while balancing turnaround expectations and operational demands.
Customer Care Specialist
Powur, PBC
03.2022 - 12.2023
- Resolved customer inquiries and complaints across phone, email, and chat channels.
- Processed orders, returns, and exchanges with accuracy and efficiency.
- Collaborated with cross-functional teams to resolve complex issues and improve service workflows.
- Consistently exceeded performance targets for satisfaction, response time, and resolution rates.
- Monitored and prioritized high-volume service requests while adapting to rapidly changing customer and operational needs in a remote environment.
Workforce Management Specialist
Beau Rivage Resort & Casino
02.2019 - 05.2022
- Analyzed staffing data and created optimized schedules for multiple business units.
- Adjusted workforce coverage during peak business periods to align staffing levels with operational demand and service needs.
- Produced labor reports to identify trends and improve scheduling accuracy.
- Advised management on workforce planning, scheduling policies, and labor law compliance.
- Managed complex multi-department staffing schedules, balancing business demand, employee availability, callouts, PTO, and operational coverage needs to maintain efficient daily operations.
Guest Services Supervisor
Beau Rivage Resort & Casino
10.2017 - 02.2019
- Supervised guest service staff and ensured effective resolution of customer concerns.
- Managed scheduling, training, and resource allocation to maintain service standards.
- Monitored operations to ensure compliance with facility policies and codes.
- Assisted in hiring and onboarding new team members to strengthen guest service operations.
- Coordinated team scheduling and shift coverage adjustments in a fast-paced hospitality environment while maintaining service standards and operational continuity.
Accounts Receivable Clerk
Beau Rivage Resort & Casino
09.2016 - 10.2017
- Handled customer disputes and resolved billing discrepancies promptly.
- Investigated fraudulent credit card transactions and processed chargebacks.
- Collected outstanding balances while maintaining customer satisfaction.
- Built a reputation for accuracy and reliability in financial recordkeeping.
Customer Care Coordinator
Beau Rivage Resort & Casino
02.2016 - 09.2016
- Managed high-volume inbound and outbound customer calls daily.
- Addressed and resolved product complaints with empathy and professionalism.
- Documented and escalated service issues as needed for resolution.
- Consistently met performance goals for quality, adherence, and customer satisfaction.
Education
Bachelor of Arts - Multi/Interdisciplinary Studies
The University of Southern Mississippi
Associate of Arts and Sciences - Human Services
Mississippi Gulf Coast Community College
Timeline
Insurance Underwriter
Integrity Solutions
03.2025 - Current
Insurance Underwriter
USA Insurance Group
01.2024 - 03.2025
Customer Care Specialist
Powur, PBC
03.2022 - 12.2023
Workforce Management Specialist
Beau Rivage Resort & Casino
02.2019 - 05.2022
Guest Services Supervisor
Beau Rivage Resort & Casino
10.2017 - 02.2019
Accounts Receivable Clerk
Beau Rivage Resort & Casino
09.2016 - 10.2017
Customer Care Coordinator
Beau Rivage Resort & Casino
02.2016 - 09.2016
Bachelor of Arts - Multi/Interdisciplinary Studies
The University of Southern Mississippi
Associate of Arts and Sciences - Human Services
Mississippi Gulf Coast Community College