EMIL SHEAIB
San Antonio,TX
Overview
15
15
years of professional experience
Work History
Survivor Relations Insurance Professional II
USAA
San Antonio, TX
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
San Antonio, TX
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
Dallas, TX
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, TX2017
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