Claudia Franco
Houston
Summary
Agency manager with a strong history at CIF Trucking, driving operational excellence and improving client satisfaction. Specializes in process improvement and staff training, resulting in a 15% increase in productivity. Skilled in problem resolution and client management, leading a high-performing team committed to exceptional service delivery.
Overview
23
23
years of professional experience
Work History
Agency Manager
CIF TRUCKING
HOUSTON
09.2013 - Current
- Oversaw daily operations to ensure efficient service delivery for clients.
- Managed staffing schedules, optimizing workforce productivity and coverage.
- Recruited qualified personnel for open positions within the agency.
- Developed training programs for new hires, enhancing team performance.
- Analyzed operational processes, identifying opportunities for improvement.
- Coordinated logistics and transportation plans, ensuring on-time deliveries.
- Implemented safety protocols, maintaining compliance and safeguarding employees.
- Resolved customer inquiries, ensuring satisfaction and retention.
Special Accounts Representative
The Service Center
Houston
06.2010 - 06.2012
- Oversaw call center operations related to distribution and supply chain logistics for Fortune 1000 companies, ensuring effective communication and service delivery.
- Streamlined time-sensitive practices, boosting supply chain team productivity by 15%.
- Coordinated customer orders and vendor deliverables in a dynamic environment to ensure seamless operations.
- Managed inventory flow and operations to support immediate domestic marketing needs.
Office Manager
Tejas Auto Group
Houston
08.2008 - 05.2010
- Managed accounting functions and office duties, delivering monthly financial reports to Executive Board and overseeing company check writing.
- Advised on insurance-related decisions, conducting policy analysis for commercial and group auto.
- Secured legal paperwork for vehicle sales, ensuring compliance with regulations.
Agency Manager
James Pashia Insurance Agency
Houston
01.2007 - 01.2008
- Managed 5 employees, delivered exceptional customer service, and collaborated with HR, training, marketing, and finance/payroll to enhance operational efficiency.
- Led a team of drivers, providing guidance and support for peak performance.
- Managed daily operations to ensure efficient transportation and logistics processes.
- Developed and implemented office SOPs to standardize processes and improve compliance with best practices.
- Developed and implemented training programs for new employees on company policies.
Supervisor
Don Beckner Insurance Agency
Houston
01.2003 - 01.2007
- Supervised daily operations of insurance processing and customer service teams.
- Trained new staff on company policies and customer interaction practices.
- Coordinated communication between departments to ensure seamless service delivery.
- Produced new business through Farmers and outside lines such as London America, Ramsgate, Dallas Fire, Delta, and Myron & Steves which generated more than 21% increase in revenue.
- Serviced clients on auto, home, flood, and commercial policies, ensuring proper coverage in client files.
Education
Bachelor’s Degree - Accounting
INAC / El Salvador
Accounting Course -
Houston Community College
General Lines Property & Casualty License/Producer -
Kaplan Financial
Skills
- Operations management
- Financial Oversight
- Operational oversight
- Process improvement
- Corporate Initiatives
- Business Growth
- Revenue growth
- Policy Development
- Client management
- Performance Evaluation
- New Talent Recruiting
- Staff recruitment
- Staff training
- Operations management
- Operational Reporting
- Problem resolution
- Customer service
- Employee coaching
- Employee coaching
Languages
English
Professional
Spanish
Professional
Timeline
Agency Manager
CIF TRUCKING
09.2013 - Current
Special Accounts Representative
The Service Center
06.2010 - 06.2012
Office Manager
Tejas Auto Group
08.2008 - 05.2010
Agency Manager
James Pashia Insurance Agency
01.2007 - 01.2008
Supervisor
Don Beckner Insurance Agency
01.2003 - 01.2007
Bachelor’s Degree - Accounting
INAC / El Salvador
Accounting Course -
Houston Community College
General Lines Property & Casualty License/Producer -
Kaplan Financial