Catherine Dean
Assurant
Tomball,TX
13
years of professional experience
Results-driven professional with 12 years of experience in high-volume operations, specializing in business processing and account management. Manages complex workloads and resolves escalated issues while ensuring policy compliance. Serves as a key resource for management, contributing to team success through knowledge sharing and operational insight. Ready to leverage business experience and leadership skills in a supervisory role.
Work History
Customer Contact and Operations Specialist
7 Years 2 Months- Managed high-volume customer and business contacts, ensuring alignment with productivity, quality, accuracy, and customer service standards.
- Investigated and resolved complex, escalated, and sensitive customer issues using sound judgment and established policies and procedures.
- De-escalated challenging customer interactions while maintaining professionalism and balancing customer needs with business requirements.
- Collaborated with internal departments and business partners to investigate issues and resolve cases, resulting in timely and effective outcomes.
- Served as a resource to peers by sharing knowledge, assisting with complex situations, and supporting consistent application of processes and procedures.
Account Management Specialist
1 Year- Assisted field sales representatives in setting up and maintaining dealer accounts, ensuring accurate and timely completion of account requirements.
- Managed high-volume account requests while prioritizing business needs, deadlines, and service expectations.
- Verified account information and documentation for accuracy and compliance with established requirements, enhancing overall account integrity.
- Collaborated with sales representatives and internal partners to resolve account setup issues and address non-standard requests efficiently.
- Provided key resource support to field sales by guiding on account processes, requirements, and procedures.
Business Processing Specialist
4 Years 11 Months- Managed high-volume business processing activities while maintaining accuracy, productivity, quality, and compliance with established policies and procedures.
- Researched and resolved complex and non-standard processing issues, using sound judgment to determine appropriate solutions and escalations.
- Prioritized competing workloads and adapted to changing business needs while consistently meeting operational and service expectations.
- Acted as a knowledgeable resource to peers by providing process guidance, sharing expertise, and assisting with complex transactions.
- Identified recurring issues and process inefficiencies and partnered with leadership and internal teams to support process improvements and operational effectiveness
Education
Bachelor of Arts - Mass Communication
- Early High School Graduation Scholarship Recipient
Skills
High-Volume Operations
Project Management
Operational Efficiency
Workload Prioritization & Time Management
Critical Thinking & Decision Making
Escalation Resolution
Planning and Coordination
New Software & System Implementation
Cross-functional Communication
Peer Coaching & Knowledge Sharing
Communication & Relationship Building
Adaptability & Change Management
Timeline
Customer Contact and Operations Specialist
Assurant
07.2019 - CurrentRead More
Account Management Specialist
Assurant
07.2018 - 07.2019Read More
Business Processing Specialist
Assurant
08.2013 - 07.2018Read More
Sam Houston State University
Bachelor of Arts from Mass Communication
Read More