Cynthia Jimenez
St. Petersburg,FL
Summary
Customer Service leader with 20+ years of experience leading insurance and Affinity service organizations through growth, scale, and operational transformation. Proven ability to own end-to-end customer service delivery, workforce strategy, quality, compliance, and cross-functional execution in complex, data-driven environments.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Gallagher Affinity
07.2021 - Current
- Lead multi-location customer service operations supporting multiple insurance affinity programs, overseeing CSRs, Supervisors, and Product Specialists.
- Own end-to-end service delivery for customer-facing policy support, policy changes, billing interactions, escalations, and regulatory inquiries.
- Drive performance across service levels, quality, adherence, attendance, and customer experience metrics.
- Partner directly with program owners and senior business leaders to align service strategy, operational readiness, and delivery expectations.
- Serve as the primary liaison between Customer Service and Billing, Operations, QA, Training, and Workforce Management.
- Collaborate with Workforce Management on forecasting, scheduling strategy, intraday performance, and capacity planning.
- Analyze service and quality data to identify trends, automation opportunities, and process improvements.
- Partner with Training and Program teams to ensure readiness and adoption for new programs, process updates, and system enhancements.
- Ensure compliance with internal policies, regulatory requirements, and carrier guidelines.
Manager, CIC Operations
The Auto Club Group
11.2006 - 09.2019
- Led and developed a team of 14+ licensed insurance sales and service professionals.
- Owned performance management, coaching, and quality oversight.
- Led teams through organizational redesigns and process improvements.
- Recognized with President’s Elite (3x) and Premier Performer (4x).
Education
High School Diploma -
St. Pete High School
St. Petersburg, FL06-2020
Skills
- End-to-End Service Operations
- Workforce Strategy & Capacity Planning
- Customer Experience
- Quality & Retention
- Compliance & Regulatory Readiness
- Automation & Process Redesign
- Data-Driven Decision Making
- Cross-Functional Leadership
- Change Leadership
- Organizational Design
Websites
Licensing
- Property & Casualty 220 License
- Life & Health 2-15 License
- Real Estate Sales Associate License
Core Capabilities
- End-to-End Service Operations
- Workforce Strategy & Capacity Planning
- Customer Experience, Quality & Retention
- Compliance & Regulatory Readiness
- Automation & Process Redesign
- Data-Driven Decision Making
- Cross-Functional Leadership
- Change Leadership & Organizational Design
Timeline
Customer Service Manager
Gallagher Affinity
07.2021 - Current
Manager, CIC Operations
The Auto Club Group
11.2006 - 09.2019
High School Diploma -
St. Pete High School