Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

EMIL SHEAIB

San Antonio,TX

Overview

15
15
years of professional experience

Work History

Survivor Relations Insurance Professional II

USAA
11.2023 - Current
  • Advises survivor on appropriate documentation and necessary actions required for account settlement
  • Responsible for the respective trailing documents for all states requirements and offerings
  • Applies proficient knowledge of personal lines insurance to assist members with moderately complex billing, simple underwriting, contract and coverages
  • Navigate multiple systems and programs while engaging member interaction

Insurance Professional I

USAA
06.2021 - 11.2023
  • Developed and communicated appropriate insurance strategies based on member needs
  • Demonstrated ability to maintain high scores for technical and compliance policies, standards, and procedures throughout tenure in insurance professional role
  • POC team champion in culture for engagement in team and district meetings by putting together presentations, delivering resources, and creating group activities
  • Motivated members to take action on recommended products by building rapport and uncovering financial needs from consultation discovery
  • Continued engagement with team activities and serves as a resource for less experienced team members.

Customer Production Manager

Avis Budget Group
11.2017 - 08.2020
  • Achieve consistent customer satisfaction scores that met or exceeded monthly goals which led to overall higher customer satisfaction score for the year.
  • Facilitate root cause by analyzing key performance indicators with CRM software to present new solutions by means of DMAIC process. This improved NET PROMOTER SCORE 5 points.
  • Communicate with multiple departments to obtain necessary information for a timely resolution of customer related issues and recover at risk accounts.
  • Effectively use software packages to complete job-related duties and prioritize multiple tasks to reach quarterly/yearly goals in a timely manner.
  • Responsible for customer complaints and inquiries in person, via phone, or email to achieve a 100percent responsive rate for the quarter and ensure customer satisfaction or resolution.
  • Effectively maintain and retain customer relationships by delivering high quality customer service and thorough communication which exceeded net promoter score from prior year by five points.
  • Execute and mentor employees on Quality assurance tests to allocate vehicles into repair department and investigate/recover money to expedite 10 percent loss on P&L.
  • Assisted driving performance evaluations by coaching and training 50-75 direct/indirect employees. This directly increased productivity in an operation of sales, customer service, and production.
  • Prepare and confirm delivery of products to high end account members with communication through multiple departments.
  • Increase customer penetration by reviewing the progress of versus goals with Sales Manager and initiate focal points of concentration to exceed monthly sales goals for 16 consecutive months.
  • Resolved issues quickly to maintain productivity goals.
  • Managed continuous improvement initiatives to drive gains in quality, flow and output.

Central Checkout Lead

HEB
01.2009 - 04.2015
  • Slashed budgeted hours to meet labor needs and maximize bottom line.
  • Oversee Central Checkout activity to exceed company standards and culture.
  • Coach and train employees to company standard operating procedures.
  • Deliver empowering customer experience through product knowledge.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Assist with inventory control and stock/rotate items as need to ensure integrity of shelf tags.
  • Assist with store projects in raising funds for charity.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.

Education

Bachelor of Arts - Psychology

Texas State University
San Marcos, TX
2017

Skills

  • Customer relations
  • Effective communicator
  • Team collaboration
  • Effective leader and motivator
  • Organization
  • Prioritization
  • Problem solver
  • Account Retention
  • Analytical Skills

Accomplishments

  • USAA Diamond Club
  • USAA 2x Made for Excellence
  • AVIS Customer Experience Owner Award
  • AVIS Regional best NET PROMOTER SCORE
  • HEB Partner development series

Timeline

Survivor Relations Insurance Professional II

USAA
11.2023 - Current

Insurance Professional I

USAA
06.2021 - 11.2023

Customer Production Manager

Avis Budget Group
11.2017 - 08.2020

Central Checkout Lead

HEB
01.2009 - 04.2015

Bachelor of Arts - Psychology

Texas State University

Similar Profiles

CREATE PROFILE
EMIL SHEAIB