Felicia Witinko
Eastpointe,MI
Summary
Accomplished Call Center Operations Manager with a proven track record at Auto Club Group AAA, excelling in strategic planning and team leadership. Spearheaded change management and process improvement initiatives, significantly enhancing customer experience and operational efficiency. Skilled in problem-solving and cross-functional collaboration, consistently exceeding performance targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Auto Club Group AAA
07.2021 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Promoted smooth collaboration between departments through clear communication channels.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Provided real-time coaching, guidance and feedback to customer service supervisors and agents to achieve development goals.
Resolution Specialist Manager
Auto Club Group AAA
09.2019 - 07.2021
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions through the Service Now platform for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Implemented effective communication skills training to my staff resulting in the ability to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
Sales Supervisor
Auto Club Group AAA
10.2017 - 09.2019
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Insurance Customer Service Representative
Auto Club Group AAA
07.2015 - 10.2017
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
Sales Supervisor
Dialog Direct
07.2013 - 07.2015
- Engaged in cross-selling and upselling sales practices to strengthen clients' insurance portfolios and increase agency's aggregate sales figures.
- Conducted agency sales meetings to communicate agency developments and discuss agents' sales figures and emerging opportunities.
- Guided agents through life, health, property and casualty insurance licensing and renewal processes.
- Adhered to legal requirements and agency and industry regulations in selling and servicing Medicare Advantage insurance policies.
Team Manager
Minacs
03.2012 - 05.2015
- Managed a team of customer service supervisors, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Enhanced communication skills within the team through training sessions and role-playing exercises.
Education
Associate of Arts - General Studies
Macomb Community College
Warren, MI12-2024
Skills
- 15 Years Call Center Operations
- 10 Years Insurance Industry Experience
- Problem-Solving
- Strategic Planning and Implementation
- Team Leadership
- Decision-Making
- Change Management
- Process Improvement
- Customer Relationship Management (CRM)
- Delegation
- Cross-Functional Collaboration
- Project Management
Certification
- Property/Casualty Insurance License
- Life/Health Insurance License
- Project Management Professional (PMP)- Course Completed Pending Testing for Certification
Timeline
Operations Manager
Auto Club Group AAA
07.2021 - Current
Resolution Specialist Manager
Auto Club Group AAA
09.2019 - 07.2021
Sales Supervisor
Auto Club Group AAA
10.2017 - 09.2019
Insurance Customer Service Representative
Auto Club Group AAA
07.2015 - 10.2017
Sales Supervisor
Dialog Direct
07.2013 - 07.2015
Team Manager
Minacs
03.2012 - 05.2015
- Property/Casualty Insurance License
- Life/Health Insurance License
- Project Management Professional (PMP)- Course Completed Pending Testing for Certification
Associate of Arts - General Studies
Macomb Community College
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