Heber Trinidad

• Generated quotes for health, life, auto, and home insurance coverage types.
• Developed risk management strategies by analyzing client coverage and identifying protection gaps.
• Reviewed customer portfolios to ensure adequate coverage across all essential areas.
• Participating in State Farm Aspirant Program to enhance professional skills.

- Developed and executed operational strategies that enhanced service delivery and aligned with corporate objectives, leading to improved efficiency and customer satisfaction.
- Led a team of 200 or more employees, including operational supervisors, trainers, and quality specialists.
- Analyzed and streamlined operational processes, implementing best practices that reduced costs and increased productivity.
- Monitored financial performance through budget management and forecasting, ensuring compliance with regulatory requirements and internal policies.
- Managed vendor and partner relationships, negotiating contracts to optimize service delivery while upholding quality standards.
- Utilized data analytics to assess operational performance, producing reports that informed strategic decision-making and identified opportunities for growth.
- Directed operations staff by providing guidance, training, and support to meet company objectives.

As Assistant Operations Manager, I coached employees to collaborate effectively, ensuring daily operations met service objectives. I developed and revised departmental policies to align with business goals and industry best practices, while enhancing employee performance and retention through fair evaluations and mentorship.

I trained the operations team on best practices and service standards, ensuring compliance and driving operational efficiency. I also implemented data-driven strategies that reduced costs by 60-70%, enabling consistent monthly collections of $13-20 million despite a 35% FTE reduction. Additionally, I leveraged technology and process automation to streamline operations, improve scalability, and enhance productivity.

I managed a team comprising three trainers and five quality assurance specialists. I organized and coordinated training sessions for new hires and developed a variety of training materials, including manuals, guides, and handouts. I assessed skill gaps within the team and created post-training evaluation surveys to gauge performance improvements. I implemented coaching and mentorship programs for ongoing staff development. I monitored trainee progress through feedback from managers and supervisors and identified opportunities to enhance training methods and procedures. In collaboration with department leaders, I created learning strategies aligned with organizational goals. I analyzed data to assess the effectiveness of training programs and conducted calibration sessions with clients and supervisors to address quality gaps and improve the center's KPI performance.

I led a team of 20 agents, ensuring KPI targets were met through daily call monitoring, team huddles, and individual coaching sessions. Utilized reporting tools to uncover learning opportunities during agent development phases. Addressed complex customer service issues promptly. Kept precise records of employee attendance and leave requests. Analyzed data to discern trends in customer needs and operational processes. Assembled comprehensive reports on team initiatives for executive review.

• Enhanced customer satisfaction by addressing issues with informed and amiable service.
  Maintained composure and professionalism under stress, successfully defusing difficult situations.
  Showcased superior communication abilities in resolving product and customer grievances.
  Skillfully de-escalated challenging customer issues while keeping a calm, amiable presence.
  Informed customers about unique pricing options and organizational offerings.
  Supported customers in processing payments or setting up payment arrangements to update accounts.
  Adhered to quality control standards and protocols to boost customer contentment.
  Employed thorough questioning to identify service requirements and precisely entered data into electronic systems.