Summary
Overview
Work History
Education
Skills
Affiliations
Section name
Timeline
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Delwann Shahid

Delwann Shahid

Detroit,MI

Summary

Professional with demonstrated experience in administrative support, prepared to excel in streamlining office operations and enhancing productivity. Strong focus on team collaboration and achieving results, known for reliability and adaptability to changing needs. Skilled in scheduling, data management, and communication, with keen ability to prioritize and handle multiple tasks efficiently. Recognized for organizational skills and proactive approach to problem-solving.

Overview

12
12
years of professional experience

Work History

Operations Manager, Customer Experience

Auto Club Group AAA
02.2021 - Current
  • Led cross-functional teams to enhance customer satisfaction and streamline operational workflows.
  • Developed and implemented training programs to improve employee performance and service delivery.
  • Analyzed customer feedback to identify areas for improvement in service processes and product offerings.
  • Established key performance indicators to monitor operational efficiency and customer engagement metrics.
  • Mentored junior staff, fostering a culture of continuous improvement within the team environment.
  • Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
  • Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
  • Streamlined operations processes for increased efficiency and enhanced customer experiences.
  • Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.

Sales and Service Team Leader

Auto Club Group AAA
12.2019 - 2020
  • Led sales initiatives, driving team performance and enhancing customer satisfaction.
  • Trained and mentored new staff on service protocols and product knowledge.
  • Implemented process improvements that streamlined operations and reduced service delivery time.
  • Analyzed customer feedback to develop strategies for improving service offerings.
  • Developed training materials to enhance team skills and product understanding.
  • Evaluated team performance metrics, providing insights for continuous improvement efforts.
  • Reduced employee turnover rate by fostering a positive work environment through effective leadership and open communication.
  • Established a culture of accountability within the team that resulted in increased ownership over individual tasks and collective objectives alike.
  • Led sales team in achieving revenue targets through consistent coaching and motivation.

Licensed Insurance Agent (CSSR)

AAA The Auto Club Group
01.2017 - 03.2019
  • Serviced customers in a call center environment.
  • Resolved customer concerns.
  • Provided customers with excellent service and established relationships through rapport-building.
  • Exceeded sales goals by counseling members and properly underwriting business to maximize retention.
  • Provided mentoring and coaching to newly hired agents.
  • Provided assistance to coworkers and members of leadership.
  • Maintained a Property and Casualty insurance license.
  • Counseled potential clients on company products and insurance laws.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Professional Designation Associates in Management (AIM) The Institutes Risk & Insurance | 2019
  • Committee Chairperson | Young Professional ERG (Auto Club Group) Office of Diversity & Inclusion
  • Conducted comprehensive needs assessments to tailor insurance solutions for diverse clientele.
  • Provided expert guidance on insurance products to clients, ensuring informed decision-making.

Supervisor

Check N’ Go
01.2016 - 01.2017
  • Planning financial meetings
  • Reviewing loan application/ presenting
  • Goal setting competition within quarters
  • Bank fund verifications/depositing
  • Faxing, conducting conferences calls, coaching & running contest
  • Cash handling (Banker)
  • Interviewing new talents

Student Administration Assistant

Department of Student Involvement and Leadership University of Michigan
01.2014 - 05.2018
  • Created purchase requisitions, procurements, people pay.
  • Developed spreadsheets with people pay and procurements paid.
  • Assisted student leaders and organized events on campus, answering phones, sending out emails.
  • Implemented process changes to improve efficiency and accuracy.

Life Insurance Agent

American Income Life Insurance
01.2014 - 01.2015
  • 24 hours of C.E (Continuing Education)
  • Soliciting insurance, Business to business flex

Mortgage Banker

Quicken Loans
01.2014 - 01.2015
  • Mortgage Banking 101 class (Graduated)
  • Negotiate the terms and conditions of loans with customers
  • Developed Month to day Stack Rank reports of PAL folder collected.
  • 60 day Stack Rank reports.
  • Set up and conducted formal meetings (developing plans of action for teams overall goals)
  • Sending emails, answering phone calls, presenting presentations, print, faxing.
  • Attract new customers, through realty meetings and home-buyer seminars

Education

Associates - Relationship Psychology

Wayne County Community College
Detroit, MI
06-2018

Bachelor of Business Administrations - Political Science

University of Michigan
Ann Arbor, MI
01.2019

Skills

  • Office management
  • Organizational support skills
  • Detail-oriented data management
  • Text editing proficiency

Affiliations

National African American Insurnace Association

NAACP

National Forensics League

Detroit Urban Debate League

Section name

Experienced young administrative professional well versed in management functions seeking new professional challenge in a fast, pace environment. Strength in training and development, client relations, problem solving, and employee relations. Experience in work place diversity and cultural shift.

Timeline

Operations Manager, Customer Experience

Auto Club Group AAA
02.2021 - Current

Sales and Service Team Leader

Auto Club Group AAA
12.2019 - 2020

Licensed Insurance Agent (CSSR)

AAA The Auto Club Group
01.2017 - 03.2019

Supervisor

Check N’ Go
01.2016 - 01.2017

Student Administration Assistant

Department of Student Involvement and Leadership University of Michigan
01.2014 - 05.2018

Life Insurance Agent

American Income Life Insurance
01.2014 - 01.2015

Mortgage Banker

Quicken Loans
01.2014 - 01.2015

Bachelor of Business Administrations - Political Science

University of Michigan

Associates - Relationship Psychology

Wayne County Community College

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