Catherine Mullen

Handled all Property and Casualty Insurance programs, including all renewals and safety programs for more the 100 locations.

Worked with company attorneys, defense and plaintiff attorneys on all legal cases.

Managed and handled all reportable cases to insurance carriers, brokers and attorneys.

Completed property inspections for all locations.

Provided training and supporting documents to all management and human resource teams

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Created customer support strategies to increase customer retention.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Followed through with client requests to resolve problems.
• Kept accurate records to document customer service actions and discussions.
• Created and reviewed invoices to confirm accuracy.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Generated customer satisfaction surveys to analyze results into action plans.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Established team priorities, maintained schedules and monitored performance.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Negotiated contracts with outside carriers to minimize costs to company and customers.