Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Erick Garma

Cityline,TX

Summary

Dynamic leader with a track record of enhancing operational efficiency and driving results across various settings. Skilled in fostering innovative ideas through effective collaboration and relationship-building. Expertise in employee development, utilizing training and morale-boosting strategies to elevate engagement and performance. Proven ability to swiftly adapt and implement positive changes for organizational success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Claim Team Manager

Auto ILR
02.2025 - Current
  • Served as Team Manager Lead in Hercules implementation creating an implementation and communication strategy for 1480 employees for Auto and Fire ILR.
  • Collaborated with leadership to define call states for ILR, driving improved operational efficiency and streamlined workflows.
  • Analyzed transfer data for call queues, identifying mislabeled numbers and misrouted calls, reducing transfers by 30%.
  • Continue to work with Telephony and Data Analytics business partners to identify customer service gaps and improve design options and provide recommendations to Second Line Leadership.

ECC Supervisor

Personal Lines Auto
11.2021 - 02.2025
  • Developed a quality program by collaborating with leaders to ensure consistency across the department and identify trends.
  • Collaborated with an analyst to produce a report identifying trends in chat-to-voice contacts.
  • Facilitated communication between PC Underwriting leaders and Contact Center to enhance understanding.

SR Underwriter

Business Lines Resource Center (BLRC)
12.2019 - 11.2021
  • Aided BLRC underwriters in informed decision-making, prioritizing growth and quality.
  • Developed a process which reduced average wrap time by 40% within three months for representatives.
  • Compiled and managed monthly reports to highlight concerns and training needs for BLRC.

Education

MD Candidate -

Spartan Health Services University
Saint Lucia
01.2011

Bachelor of Science - Biology

The University of Texas At El Paso
El Paso, TX
12-2008

Skills

  • Operational efficiency
  • Problem solving
  • Continuous improvement
  • Leadership collaboration
  • Analytical and critical thinking
  • Quality assurance

Certification

  • EOM Lean Essentials
  • EOM Lean Intermediate
  • CPCU
  • AINS
  • ACS
  • ALMI

Languages

Spanish, Native/ Bilingual

Timeline

Claim Team Manager

Auto ILR
02.2025 - Current

ECC Supervisor

Personal Lines Auto
11.2021 - 02.2025

SR Underwriter

Business Lines Resource Center (BLRC)
12.2019 - 11.2021

MD Candidate -

Spartan Health Services University

Bachelor of Science - Biology

The University of Texas At El Paso

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