Cremeria Jackson
Converse,TX
Summary
Operations Manager that consistently demonstrates the ability to provide objective perspectives and exercise sound judgement and discretion in handling confidential information and situations. Consistently demonstrates expert team communication, leadership, planning and organizational skills with experience in directing and improving operations overall performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Survivor Relations Manager
USAA
9800 Fredericksburg Rd
09.2021 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
Relationship Specialist
USAA
9800 Fredericksburg Rd
07.2018 - 09.2021
- Strengthened member relationships by addressing needs and providing personalized solutions.
- Enhanced customer satisfaction through regular follow-ups and prompt resolution of concerns.
- Generated new business opportunities by actively referring clients to relevant products and services.
- Collaborated with cross-functional teams to develop strategies for improving customer retention rates.
- Consistently met or exceeded sales targets through proactive engagement in relationship-building activities.
P&C Senior Specialist
USAA
9800 Fredericksburg Rd
11.2016 - 07.2018
- Enhanced team productivity by implementing efficient project management strategies.
- Streamlined internal processes for improved operational efficiency and cost savings.
- Developed comprehensive training programs for new hires, resulting in faster onboarding and better overall performance.
- Spearheaded cross-functional collaboration initiatives to foster innovation and drive business growth.
- Optimized resource allocation through careful analysis and data-driven decision-making, maximizing departmental efficiency.
Financial Foundations Specialist
USAA
9800 Fredericksburg Rd
04.2015 - 11.2016
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Financial Foundations Associate
USAA
9800 Fredericksburg Rd
03.2014 - 04.2015
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Skills
Bachelor of Arts, Mass Communications, Texas A&M University
Bachelor of Theology, San Antonio Theological College
Partners with business stakeholders & Subject Matter Experts to understand business strategy and vision and then writes, refines, accepts and prioritizes features to support effective and compliant solutions while balancing investment and business value
Successfully maintains a prioritized work backlog for one or more Agile teams
Participates in a cross-functional team of user experience partners, designers, business analysts, developers, testers and others to develop, execute and release in alignment with program and/or product road maps
4 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization
Experience managing issues, and/or action plans
Experience in successfully applying quality management, process improvement, and problem-solving tools and
methodologies
Hands on experience with process mapping, modeling, and validating process documentation
Utilizes Mural proficiently as a digital collaboration platform for facilitating brainstorm sessions, process mapping, and
visualizing business workflows
Understanding and application of process management standards and policies
Knowledge of applicable regulations and risk management practices
Demonstrates experience with utilizing various systems to collect and analyze data
Effective at establishing key relationships and collaboration across Property & Casualty
Experience conducting research for regulatory and Knowledge Central
Experience in drafting documents, articles, change communications and research papers
Accomplishments
- Received Q4 Life Company Q4 Game Changer Award-As the leader and influencer of SRT's Deepening & Legacy effort Cree has taken the lead on developing and facilitating a cohesive strategy across all Survivorship teams- one that is structured, meaningful and grounded in the 'above and beyond' service USAA members have come to expect.
Certification
- Yellow Belt Certified (Root Cause Analysis)
- Safety Agile Trained 6.0
- Human Centered Designed Trained
Timeline
Survivor Relations Manager
USAA
09.2021 - Current
Relationship Specialist
USAA
07.2018 - 09.2021
P&C Senior Specialist
USAA
11.2016 - 07.2018
Financial Foundations Specialist
USAA
04.2015 - 11.2016
Financial Foundations Associate
USAA
03.2014 - 04.2015
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