Elizabeth Coffey
Omaha,NE
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Manager- Customer Service Training/Support and President’s Concierge
WoodmenLife
01.2020 - Current
- Provides leadership and direction to staff, including hiring, leading, coaching and managing results of Production Trainers and President’s Concierge associates
- Ususes appropriate performance management and recognition processes
- Interacts with the sales force, members, and other internal departments to ensure that customer service is meeting needs throughout the full application life cycle
- Drives first contact resolutions, including completing research, identifying service defects and training needs
- Accountable for achieving service level expectations for customers
- Creates a motivated team environment to encourage staff retention
- Focuses on best practices, innovation, and exceptional service to members
- Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future
- Reviews and analyzes the workflow to provide efficient service
- Makes recommendations and implements changes that enhance the process, improve customer service, and reduce costs
- Completes monthly quality reviews for each associate
- Seeks customer feedback, recommending changes to processes to improve service
- Leverage resources across Customer Service and Core Operations
- Represents and provides input to organizational-wide initiatives that impact the Customer Service area
- Prepare development plans for trainers and Concierge Lead
- Leads the Core Operations Recognition Program and team
- Created and leads our Onboarding process for all Core Operations new hires
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Supervisor Customer Service Field Team
WoodmenLife
09.2012 - 01.2019
- Manage3 levels of associates
- Grade 4, 5, and 6
- 13 associates on team
- Complete monthly 1:1 spreadsheet and then review with associates
- Complete talking points for weekly communication and items that need to be communicated
- Prepare my own development plan, and complete items
- Complete 3 call reviews on each associate monthly
- Make service recovery calls Members and Sales Force for errors we have made
- Complete information monthly for perfect attendance and also for the STAR plan bonus
- Sit with and coach associates
- Develop Training materials for Customer Service Training and Present Training to the Customer Service Area
- Identification and implementation of cost saving initiatives and process improvements
- Leverage resources across Customer Service and Core Operations
Solutions Team Specialist
Woodmen of the World
06.2009 - 01.2012
- Developed and trained new hires on Underwriting skills
- Developed the underwriting training materials
- Service escalated questions, incoming telephone calls and email requests from both internal and external customers
- Research and resolve complex cases working with various home office departments and customers
- Service incoming telephone calls to other areas in customer service as needed
- Responsible for providing excellent customer service to all internal and external customers
- Process work items in order to expedite requests from customers
Quality Assurance Representative for the Underwriting Service Center
TAG
11.2007 - 02.2008
- Monitor calls, and coach associates on needed improvements
Waitress
Village Inn Restaurants
07.2001 - 09.2007
- Take care of customer needs
- Train new associates
- As Key Hourly, supervise the restaurant, and all employees
- Take orders, and report end of day reports
Team Lead/Trainer
TAG
07.2004 - 08.2007
- Service incoming calls from field representatives
- Walk the floor, and assist other call center agents with questions and escalated calls
- Train new hires on the main systems, rules and regulations
- Train new hires on phone procedures, and customer service, assist them with calls, and learning information needed for the job
- Assist field representatives with pre-risk assessments, and pending certificate information
Call Center Associate
TAG
09.2003 - 07.2004
Education
High School Diploma -
Associates Degree - Business Management
University of Phoenix
Bachelor’s Degree - Management
Bellevue University
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Project Management
- Operations Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Performance Management
- Staff Development
Loma
ACS- Life Insurance Professional Designation, ALMI- Associate, Life Management Institute, ACS 101- Customer Service for Insurance Professionals, LOMA 281- Meeting Customer Needs with Insurance and Annuities, LOMA 291- Improving the Bottom Line: Insurance Company Operations, LOMA 302- The Policy Lifecycle: Insurance Administration, LOMA 321- Marketing in Financial Services
Awardsandoutreachactivities
- High Five Excellence Award, achieved for the Underwriting training developed
- High Five Excellence Award, achieved for my help in deploying the Lifesuite System
- Leadership Program, A year long program at Woodmen of the World. Certain people are picked to attend and are taught Leadership skills. This is a “Potential to Lead” program.
Timeline
Manager- Customer Service Training/Support and President’s Concierge
WoodmenLife
01.2020 - Current
Supervisor Customer Service Field Team
WoodmenLife
09.2012 - 01.2019
Solutions Team Specialist
Woodmen of the World
06.2009 - 01.2012
Quality Assurance Representative for the Underwriting Service Center
TAG
11.2007 - 02.2008
Team Lead/Trainer
TAG
07.2004 - 08.2007
Call Center Associate
TAG
09.2003 - 07.2004
Waitress
Village Inn Restaurants
07.2001 - 09.2007
Associates Degree - Business Management
University of Phoenix
Bachelor’s Degree - Management
Bellevue University
High School Diploma -
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