Bonnie Ruiz
Camas,WA
Summary
Accountable Professional demonstrating a high level of ownership and initiative. Quick and effective at decision making while maintaining excellent customer relationships throughout. Seasoned Operations Manager and talented leader with 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
23
23
years of professional experience
Work History
Operations Manager
Roukan Technologies
10.2017 - Current
- Currently oversee various aspects of office management for Network Integration company
- Schedule and route team of technicians on daily service calls
- Perform all financial activities to include P&L statements and management reports
- Complete bank reconciliations, create invoices and collect on overdue accounts
- Interact with external clients and vendors on regular basis, cultivating strong professional relationships
- Develop staff training programs and reference manuals
- Formulate and implement policies and procedures
- Analyze data to identify strategies for improvement of service and productivity
- Cultivate and nurture strong relationships with clients and partners
- Proactively seek and attend industry events, conferences, and meet-ups
- Expand professional networks to identify new business opportunities
- Develop and maintain company website.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Commercial Auto Underwriter
Builder's & Tradesmen's Insurance Services, Inc.
05.2016 - 10.2017
- Quoted and bound New Business and Renewals for Commercial Auto policies working from home-based office equipped with high-speed Internet, business landline, and cutting-edge computer equipment
- Accurately and efficiently underwrote new business submissions
- Reviewed new business submissions to ensure proper documentation is in file
- Effectively managed daily tasks, responded to emails, and completed additional underwriting tasks
- Provided excellent customer service to agents via phone and email
- Supported Assistant Underwriters with completion of endorsements.
Supervisor, Transportation
InterWest Insurance Services LLC
01.2013 - 04.2016
- Lead highly skilled team of Account Managers
- Carried out supervisory responsibilities including; interviewing, hiring and training employees; planning, assigning and directing work; administering and monitoring attendance programs; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Coordinated and provided backup support when necessary
- Provided strategic and tactical consulting and account management support on book of business
- Developed new business through internal leads and within book of business
- Maintained strong client and carrier relationships
- Developed staff training programs and reference manuals
- Formulated and implemented policies and procedures
- Analyzed data to identified strategies for improvement of service and productivity
- Resolved escalated customer service issues
- Cultivated and nurtured strong relationships with clients and partners
- Proactively sought and attended industry events, conferences, and meet-ups.
Customer Service Agent
Western Transportation Insurance Services, Inc.
02.2006 - 12.2012
- Assisted Sales Agent by providing excellent customer service for commercial insurance policies for large trucking companies
- Educated clients on policy coverage options, their purpose and applications
- Responded to incoming telephone, fax and mail requests including issuing certificates, processing cancellations and accounting related inquiries
- Performed outbound calls and follow-up as required to process customer requests
- Prepared and submitted submissions for new business quotes and renewal policies to various insurance companies
- Accompanied sales agent to client visits when requested
- Arranged financing for insurance premiums
- Performed underwriting analysis to evaluate risk acceptability and determined appropriate product pricing for modifications to existing policies
- Developed and maintained working relationships with various underwriters and insurance carriers
- Provided existing and new employee training
- Provided technical support for computer equipment and network applications as needed.
Member Service Specialist
USAA Insurance
06.2001 - 06.2005
- Provided prompt, professional, appropriate and efficient policy service to customers on existing Auto, Homeowners, Personal Article Floater and Renters policies in call center environment
- Performed underwriting analysis to evaluate risk acceptability and determine appropriate product pricing for modifications to existing Auto policies
- Assisted customer with Internet services and answered questions as needed.
Education
High School Diploma -
Encina High School
Sacramento, CA01.1997
Skills
Detail-oriented
Time management expert
Customer-oriented
Skilled problem solver
Workflow optimization
Computer-savvy
HIPAA compliance awareness
Claims Processing Proficiency
Medical terms and procedure knowledge
Exceptional oral and written communication skills
Comprehensive knowledge of accounting and auditing principles
Advanced training in EPIC, Applied, QuickBooks, Google Suite, MS Office (Word, Excel, Power Point)
Timeline
Operations Manager
Roukan Technologies
10.2017 - Current
Commercial Auto Underwriter
Builder's & Tradesmen's Insurance Services, Inc.
05.2016 - 10.2017
Supervisor, Transportation
InterWest Insurance Services LLC
01.2013 - 04.2016
Customer Service Agent
Western Transportation Insurance Services, Inc.
02.2006 - 12.2012
Member Service Specialist
USAA Insurance
06.2001 - 06.2005
High School Diploma -
Encina High School
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