Diana Ferry
Peabody,MA
Summary
Resourceful team leader trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Supervisor, Client Services
Brown and Brown Absence Services Group
Wakefield, USA
08.2018 - Current
- Duties include managing a team of 13 Client Advocates responsible for guiding clients through the process in which they are represented in presenting their case to Social Security for a decision of award on disability insurance by driving results that are favorable to the client, holding the team accountable to key performance indicator metrics, leading in a viable, supporting manner which encourages engagement on behalf of the advocate, handling escalations regarding client concerns, providing coaching and identifying opportunities for process management.
Client Advocate
Brown and Brown Absence Services Group
Wakefield, USA
02.2016 - 08.2018
- Duties included serving as a liaison and advocate for claimants to ensure fast and favorable outcomes with their Social Security claim, educating claimants on the Social Security Disability process, managing claims through incoming and outgoing calls to ensure timely processing while delivering quality service and results and establishing trusting relationships with clients so they feel supported throughout their experience. Position also included benefits coordination, reimbursement facilitation and management of team workloads.
Restaurant Manager
Theo's Restaurant
Georgetown, USA
08.2004 - 01.2016
- Duties included direct supervision of 12 staff members, interviewing, hiring and training with extensive emphasis on customer service, sales, payroll, analyzing and interpreting sales trends, asset protection, Inventory control, and overall maintenance and daily functioning of the restaurant floor.
Team Manager, Collections
Sears Regional Credit Card Operations Center
Salem, USA
04.1992 - 04.2004
- Duties Included controlling credit card account delinquencies through performance management and development of 12-15 collection associates. This position also included interviewing, hiring, scheduling and policy application. Also responsible for providing leadership by delegating and empowering associates, recognizing and rewarding diversity, open communication with the team, coaching and monitoring, writing of performance reviews, handling of escalated calls, prioritizing goals to meet company needs and creating a climate that allowed the team to respond quickly to change. Managed team ranked number one across the country for 36 consecutive months.
Education
Bachelor of Arts - History
Salem State College
Salem, MAHigh school -
Saugus High School
Saugus, MASkills
- Customer Service
- Coaching
- Contact Center
- Administrative Skills
- Microsoft Office
- Salesforce
- Skiptracing
- Call Center
- Performance Management
- Restaurant Management
- Change Management
- Team Management
- Employee Orientation
- CRM Software
- Process Improvement
- Relationship Management
- Management
- Customer Relationship Management
- Agile
- Quality Assurance
- Recruiting
- Process Management
Certification
- ServSafe Food Handler, Present
- Driver's License, Present
Assessments
Call Center Customer Service, Highly Proficient, 08/01/19
Timeline
Supervisor, Client Services
Brown and Brown Absence Services Group
08.2018 - Current
Client Advocate
Brown and Brown Absence Services Group
02.2016 - 08.2018
Restaurant Manager
Theo's Restaurant
08.2004 - 01.2016
Team Manager, Collections
Sears Regional Credit Card Operations Center
04.1992 - 04.2004
Bachelor of Arts - History
Salem State College
High school -
Saugus High School
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